Set Up Voice Queue
Navigate to Queues & IVRs | Queues | Add Calling Queue.
Setup resource account. See Set Up Queue or IVR Resource Account
Queue Settings:
Name
The unique name for this queue object.
Description
This is an area to describe this object in more detail.
Routing Type
This is what method is used to determine which agent(s) are alerted. See Routing Type.
Priority Level
See Queue Priority
Enable Skills Routing
Allow agents to opt out of taking calls
If unchecked, agents will not be able to sign in/out of the queue, they will be permanently signed into the queue.
Teams Presence-based routing
Route Callers When Teams Presence Is Busy
Alert Type
What alerting method is used to notify an agent. See Alerting Type.
Select User
The users are agents for this queue. These users are required to be enabled for Teams voice (Enterprise Voice Enabled).
Wrap-up
The wrap-up question set to assign this queue. See Setup Wrap-up Question Set
Wrap-up Timeout
Wrap-up timeout in seconds. The wrap-up panel will disappear from the agent panel after the specified timeout period has expired. Can be used with or without a wrap-up question set.
Queue Service Level
The target timeframe the contact center aims to meet for handling calls. This is the duration from the moment a call enters the queue until the call is considered handled. A call is considered handled when:
It is connected to an agent, or
The caller takes an action to remove the call from the queue, such as using a queue breakout option or abandoning the call.
These metrics are included in the reports.
Short Abandoned
This specifies what calls are considered short abandoned. Short abandoned is an interaction that ends before being connected to an agent and before the configured short abandoned time is reached. These interactions are excluded from abandoned calculations in the summary reports.
Alert Timeout
Alert time in seconds. This is how long an agent will be alerted before moving to the next available agent. Note: The alert may appear for a shorter period on the Teams endpoint because the time is counted server side. ≥20 seconds recommended.
Welcome Message
This is the welcome message for this queue. See Audio Prompts.
Hold Music
This specifies the music on hold for this queue. See Audio Prompts.
Callback Message
This specifies the callback message for this queue. See Audio Prompts.
Select Marketing Messages
Existing audio prompts can be searched and selected. If position in queue announcement is not enabled, marketing messages will play at the specified interval in the order defined. If position is queue announcement is enabled, the marketing messages will play after the queue announcement in the order defined. See Audio Prompts.
Marketing Message Interval
Marketing Message audio prompt interval in seconds.
Announce Position in Queue
Announces queue position when in a queue.
Announcement Interval
Position in queue announcement interval in seconds.
Position in Queue Prompts
Ability to select custom position in queue announcement prompts.
Timezone
Specifies time zone of queue.
Business Hours
Holiday Hours
Callback Enabled
Enables callers to request a callback at any time while waiting in queue. See Callback
Callback Key
Key to request a callback.
Automatic Callback Is Enabled (Preview)
Resource Account
Callback calls will be initiated by this resource account.*
Welcome Message
Audio prompt that is played to the agent prior to the PSTN call being connected
Hold Music
Audio prompt that is played to the agent while the PSTN call is being connected
Wait for key to connect with callee
Option to wait for the agent to press a key before initiating the PSTN call. (Recommended)
*The resource account selected must have a Teams Phone Resource Account license and one of the following assigned:
For Microsoft provided numbers:
A pay-as-you-go license assigned or
For Direct Routing numbers:
An online voice routing policy.
Phone number assignment is optional when using Direct Routing.
There are no additional requirements when an Operator Connect phone number is assigned.
Automatic Callback (Preview)
When a caller requests a callback, the caller's position in queue will be saved and when an agent becomes available, the callback will automatically be initiated. The queue will call the agent and wait until the call is connected. The selected audio prompt will play wait for the agent to press a key (Optional) and the PSTN call will be initiated. If the agent misses the alert, the call will route to the next available agent following the routing method configured on the queue. The default Automatic Callback feature uses the caller ID to return the call. To give the caller the option to modify the number, break out to an IVR to perform the number collection and use the callback block.
Enable Queue Timeout
Enables the ability to timeout a queue
Enable Queue Timeout When No Agents Available
This will automatically timeout a queue when no agents are available. Availability is determined by queue sign in state and/or agent status. Note: Teams presence or call state will not trigger the timeout.
Queue Timeout
Queue timeout in seconds. This is how long a caller will wait in queue before the queue timeout action is taken.
Queue Timeout Action
What action that will be taken after the timeout period. Prerequisites are required for Transfer to PSTN. See Transfer to PSTN
Enable Queue Breakout
Enables the ability for the caller to press a key to be transferred to a destination at any time while waiting in queue.
Breakout Key
Key to request to be transferred
Breakout Type
Transfer destination
RONA Enabled
Minimum RONA alert time
Call Pop URL
See Call Pop URL
Open Call Pop In New Tab
See Call Pop URL
New Queue Call Webhook URL
Abandoned Call Webhook URL
End Call Webhook URL
Enable Graph Transfer Reporting
See Queue Skills
This feature is in Preview.
Outbound calling allows agents to initiate outbound calls as the queue.
When enabled, the outbound call controls will appear on the agent panel. The agent can select the queue from the dropdown, enter a PSTN number in E.164 format, and select the button Place a Call.
Alternatively, an outbound call can be initiated via a URL using the format below:
After the call is initiated, the queue will call the agent and wait until the call is connected. The selected audio prompt will play and then the PSTN call will be initiated.
Enable Outbound Calling
Enables the outbound calling feature for the queue.
Resource Account
Outbound calls will be initiated by this resource account.*
Welcome Message
Audio prompt that is played to the agent prior to the PSTN call being connected
Hold Music
Audio prompt that is played to the agent while the PSTN call is being connected
Wait for key to connect with callee
Option to wait for the agent to press a key before initiating the PSTN call. (Recommended)
*The resource account selected must have a Teams Phone Resource Account license and one of the following assigned:
For Microsoft provided numbers:
A pay-as-you-go license assigned or
For Direct Routing numbers:
An online voice routing policy.
Phone number assignment is optional when using Direct Routing.
There are no additional requirements when an Operator Connect phone number is assigned.
Action rules can change the color of a specific column cell on the wallboard based on one or multiple rules. The action rules are specific to the queue you are editing.
Column
Wallboard column that will be evaluated
Operator
How the wallboard column cell is compared to the Value setting
Value
This numerical value will be compared against the wallboard column cell
Color
If the comparison is true, the column cell will change to the color specified.
Advanced: Action Rules V1 (deprecated)
Expression
The below properties can be used in the expression:
InQueueCount
Number shown on In Queue column
RingingCount
Number shown on In Ringing column
CurrentCount
Number shown on Live column
PercentMetServiceLevel
Percentage shown on Service Level Column. This is a range from 0 to 1. For example, 0.25 would be 25%. 1 is 100%
CompletedCount
Number shown on Calls column
AvgCallLengthMinutes
Number shown on Avg Handle column
AbandonedCount
Number shown on Abandoned column
RequestedCallbacks
Number shown on Requested Callbacks column
Comparison operators
=
equals
<
Less than
>
Greater than
<=
Less than or equal to
>=
Greater than or equal to
Examples:
InQueueCount > 20
PercentMetServiceLevel < 0.85
Column
Column name that will change color.
Color
Column color when the expression is true.
Organization Unit
Specifies under which OU the queue is located. See Organization Units
Call Setting Policy
Specifies the Call Setting Policy for the queue. See Call Settings Policy
Color
Queue wallboard color
Language
Language for position in queue prompt. (Not utilized if using custom position in queue prompts.)
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