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Collaboration, Voice & AV · Intermediate

Teams Call Queue

A Teams Phone feature that holds callers with music and greetings and distributes them to agents using routing methods.

Definition

Call queues support attendant routing (ring all), serial, round robin and longest idle routing, presence-based routing, overflow and timeout handling, and conference mode for faster connections. Agents can come from users, groups or Teams channels. Queues are typically reached from an auto attendant or a resource account number.

Example

A help desk queue uses longest idle routing and overflows to shared voicemail after 50 waiting calls.

Exam tip

Attendant routing rings all agents simultaneously; presence-based routing skips busy agents.

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