Creating and managing call queues in Microsoft Teams is a crucial aspect of Microsoft Teams Management, especially for considering exam MS-700. Call queues are used to route incoming calls to one or more specified users, termed agents, in organizations. Following the easy steps to create and manage call queues is fundamental in handling sequences of incoming calls effectively.
Creating a Call Queue in Microsoft Teams
The first step is to create a call queue in Teams. Follow these steps to add a call queue.
Step 1: Access Admin Center
You would have to open the Teams Admin center, Navigate to Voice > Call Queues.
Step 2: Add New Call Queue
Now click on Add, which will enable you to create a new call queue and fill out your new queue’s name, description, and other specifications.
Step 3: Assign a Name and Resource Account
Assign a name for your call queue and select a resource account to associate with the queue. The resource account works as an interface between teams and your phone system.
Step 4: Configure Call Queue Settings
In the settings, you can manage various call queue options such as the distribution of calls, forwarding and voicemail, preset music, routing method, maximum hold time, etc.
Step 5: Assign Agents
Lastly, you need to assign agents to your call queue. You can add single or multiple users, or an entire distribution list or security group.
After these steps, simply Save your call queue, and it’s ready to use.
Managing Call Queues in Microsoft Teams
Managing call queues is just as crucial as creating them. A well-managed call queue ensures systematic and productive routing of calls.
Monitor Call Queue
Regularly monitor the status of your call queue. You can do so by going to Teams Admin Center > Analytics & reports > Usage reports. Here you can view call queue status based on various metrics such as the number of calls, average call duration, wait times, and such.
Edit or Delete Call Queue
In the case when you need to edit or delete your call queue, you just need to navigate to Teams Admin Center > Voice > Call Queues where you can find an overview of all your call queues. Select the queue you want to edit or delete, do your changes, and hit Save.
Call queues are essential in efficiently handling and routing incoming business calls. Being proficient in creating and managing call queues is a required skill stipulated in the MS-700 Managing Microsoft Teams examination. It’s crucial to have an in-depth understanding of these concepts and have hands-on experience to excel in the assessment. Remember to practice and experiment with different settings to comprehend their impacts and advantages.
Practice Test
True or False: You can create a call queue without selecting an identity for the resource account in Microsoft Teams.
- True
- False
Answer: False
Explanation: Every call queue in Microsoft Teams requires a resource account which hosts the phone numbers for the call queue.
Which of the following options is NOT an option while creating or managing call queues in Microsoft Teams?
- A. Automatically distribute calls
- B. Set up a music-on-hold audio file
- C. Add a dedicated resource account
- D. Add a video message
Answer: D. Add a video message
Explanation: The video message feature is not currently available in Microsoft Teams’ call queues; you can only add an audio message.
True or False: You can change the call answering rules of a call queue in Microsoft Teams after it has been set up.
- True
- False
Answer: True
Explanation: You can modify the call answering rules and other settings of a call queue after it has been set up.
Multiple choice: Which type of license is required for managing call queues in Microsoft Teams?
- A. MS-700 license
- B. Phone System license
- C. Microsoft services license
- D. Direct Routing license
Answer: B. Phone System license
Explanation: A Phone System license is necessary for managing call queues and other calling features in Microsoft Teams.
True or False: Greeting message is optional when creating a call queue.
- True
- False
Answer: True
Explanation: While it is often useful for enhancing customer experience, setting up a greeting message in a call queue is optional.
Multiples Select: What are required while creating a call queue in Microsoft Teams?
- A. Call queue name
- B. Resource account
- C. Music on hold
- D. Call answering rules
Answer: A. Call queue name, B. Resource account, D. Call answering rules
Explanation: While setting up a new call queue in Teams, you need to set a name for easy identification, select a resource account for phone numbers, and specify call answering rules. Music on hold is an optional feature.
True or False: You cannot add multiple resource accounts to a single call queue.
- True
- False
Answer: True
Explanation: Currently, Microsoft Teams only allows for one resource account per call queue.
Multiple choice: What are the call answering rules you can define in a call queue?
- A. Attendant routing
- B. Serial routing
- C. Round robin
- D. Longest idle
Answer: A. Attendant routing, C. Round robin, D. Longest idle
Explanation: Attendant routing, round robin, and longest idle are the call distribution methods you can set for a call queue. Serial routing isn’t an option in Microsoft Teams.
True or False: Call queues and auto attendants are the same thing in Microsoft Teams.
- True
- False
Answer: False
Explanation: While both are used for handling incoming calls efficiently, call queues are designed to distribute incoming calls to available call agents, while auto attendants help route incoming calls based on user’s selections and pre-definite criteria.
Multiple choice: What types of calls can be added to a call queue?
- A. Incoming calls
- B. Outgoing calls
- C. Both incoming and outgoing
- D. None of the above
Answer: A. Incoming calls
Explanation: In Microsoft Teams, only incoming calls can be added to a call queue. Call queues aren’t designed to handle outgoing calls.
Interview Questions
What is a call queue in Microsoft Teams?
A call queue is a feature in Microsoft Teams which organizes and directs inbound calls. It allows teams to supplement auto attendants by routing the calls to specific groups within the organization.
What is the purpose of creating a call queue in MS Teams?
The purpose of creating a call queue in MS Teams is to efficiently manage and distribute incoming calls across a team or department by placing incoming calls in a line to be answered while team members are busy with other calls.
What are the prerequisites for creating call queues in MS Teams?
For creating call queues in MS Teams, the prerequisites include a Phone System license, a Microsoft 365 or Office 365 organization, Teams with Direct Routing or Calling Plan.
How does a call queue work in MS Teams?
A call queue works in tandem with an auto attendant. When a call comes in, it gets placed into a queue where it waits until a team member is available to take the call. The distribution of the calls can be managed in a variety of ways, such as on a first in, first out basis, or based on the set policy.
Who can create and manage call queues in MS Teams?
The IT admins of an organization have the ability to create and manage call queues in Microsoft Teams.
What is a ‘Routing Method’ in MS Teams call queues?
A ‘Routing Method’ in MS Teams call queues is an essential setting that determines how calls are spread across the users in the call queue. It includes options such as attender routing, serial routing, and round robin routing.
Can you describe the function of ‘attendant routing’ in call queue routing methods?
Attendant routing simultaneously rings all the available members in a call queue when a call comes in. The call gets picked when any of the team members answers.
What are ‘greeting messages’ in the context of call queues in MS Teams?
Greeting messages are the audio messages that will play to callers when they are placed in the call queue. This can be customized to provide relevant information to the caller while they wait.
What are ‘Queue Overflow settings’ in MS Teams call queues?
Queue Overflow settings allow admins to decide what happens when a call can’t be placed in a queue. This could be because all the operators are busy, or the queue has reached its maximum size. The admin can choose to disconnect the call or redirect it to another destination.
Can call queues in Microsoft Teams be edited after they are created?
Yes, call queues in Microsoft Teams may be edited after they are created. This can be accomplished by navigating to the Teams admin center, and then to Voice > Call queues, where they can then choose the call queue to edit.
Can you change the greeting for an existing call queue?
Yes, the greeting for an existing call queue can be changed. Administrators can do this by going to the Teams admin center and editing the respective call queue’s settings.
What is a ‘Conference Mode’ in the context of Microsoft Teams call queues?
Conference Mode allows the next available call agent to join the call while the current agent is still on the call. This mode helps facilitate a seamless transition between team members on customer calls.
How can one assign users to a call queue in MS Teams?
Users can be assigned to a call queue in MS Teams from the Teams admin center. Administrators would select Voice > Call queues > Add a call queue, then under “Calls are routed to,” they can add users or groups to the queue.
How many maximum calls can be in a queue in MS Teams?
In MS Teams, you can have up to 200 calls at a time in your call queue.
Is it possible to have multiple call queues in MS Teams?
Yes, it is possible to have multiple call queues in Microsoft Teams. The number of queues can be managed based on the organization’s requirements and the available resources.
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