Queue Alerting Type


An incoming call toast alert will be shown in the contact center agent and an audible ringtone will be played. The agent can select to answer or ignore the call. If the agent selects to answer the call, it will be routed to the user's Teams client where the agent can answer the call.


Calls will be routed to the Teams client. Teams will notify the user of the incoming call.

If an agent tries to answer a queue call in Teams around the same time the Teams call alert was canceled on the backend, the call may fail to connect giving them the option to "rejoin" or "Dismiss". In this scenario, always use the "Dismiss" option. (The rejoin option will initiate a new multiparty call to the queue and the original caller.)

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