How To Create Teams Call Queue
Modified on Tue, 20 Dec 2022 at 03:58 AM
- CoreView Release Notes March 2023
- CoreView Release Notes February 2023
- CoreView Release Notes January 2023
- CoreView December 2022 Release Notes
- CoreView November 2022 Release Notes
- CoreView October 2022 Release Notes
- September 2022 Release Notes
- August 2022 Release Notes
- Release 22.06 Key Features
- Release 22.05 Key Features
- Release 22.04 Key Features
- Release 22.03 Key Features
- Release 22.01 Key Features
- Release 21.12 Key Features
- Release 21.11 Key Features
- Release 21.10 Key Features
- Release 21.09 Key Features
- Release 21.08 Key Features
- Release 21.07 Key Features
- Release 21.05 Key Features
- Release 21.04 Key Features
- Release 21.03 Key Features
- Release 21.02 Key Features
- Release 21.01 Key Features
- Release 20.12 Key Features
- Release 20.11 Key Features
- Release 20.10 Key Features
- Release 20.09 Key Features
- Release 20.08: Key Features:
- Release 20.07: Key Features:
- Release Information
- Getting Started with Customer Care
Getting Started with CoreView
- Configuration Overview (New UX)
- Configuration Overview
- Creating CoreView Tenant Administrators (New UX)
- Creating CoreView Tenant Administrators
- CoreView Operator Uses Cases & Dependencies
- Creating a License Pool
- Understanding Virtual Tenants
- Frequently Asked Configuration Questions
- "Send As" DNS Requirements for CoreAdoption Campaigns (Optional)
- How to enforce MFA on CoreView service accounts
- Creating a License Pool
A Quick Tour of CoreView
- A Quick Tour of the CoreView Interface
- Introducing the CoreView New User Experience
- CoreView New UX FAQ
- CoreView Dashboards
- Using CoreView Reports
- How to use CoreView Management Actions (New UX)
- How to use CoreView Management Actions
- Understanding CoreView Releases
- Creating your first Workflow - A Practical Exercise
- How to check and analyze the Message Trace
- How To Configure Email Forwarding
- How to convert a user mailbox to a shared mailbox in Exchange Online
- How to Create Microsoft 365 Groups for Improved Collaboration
- How To Create Shared Mailbox
- How To Create User Mailbox
- How To Grant Access To Mailbox
- How to review and manage Exchange online mailbox permissions
- How to verify if a user has updated the Password
- Read Permission for Mailbox
- What are security groups and How to create it
- What is a Distribution Group and How to create it
- Exchange Online
- Custom Actions Library
- Getting Started with CoreHybrid
Understanding CoreView - Quick Start Guides.
- CoreView Quick Start Guide Overview and Index - Tenant Admins
- CoreView Quick Start Guide Overview and Index - Operators
- Understanding CoreView Tenant Configuration – Management
- Understanding the CoreView Operator Profile
- Understanding CoreView Operator Roles
- Understanding CoreView Operator Delegation
- Understanding CoreView - Report Column Filtering
- Understanding CoreView - The User Interface
- Understanding CoreView Tenant Configuration - V-Tenant User Filters
- Understanding CoreAdoption – Templates and Campaigns
- Understanding CoreLearning - Content Hierarchy
- Understanding CoreView Tenant Configuration - Portal Information
- Understanding CoreView Tenant Configuration - CoreLearning
- Understanding CoreView Tenant Configuration Options
Troubleshooting Common Issues
- Unable to see OneDrive, SharePoint and Exchange Data (New UX)
- Unable to see OneDrive, SharePoint and Exchange Data
- Remote Office 365 PowerShell session can Conflict CoreView Management Actions
- Why I cannot save the changes on existing License pool?
- Error when attempting to perform a Management Action (New UX)
- Error when attempting to perform a Management Action
- Unable to modify the Assigned Licenses in my License Pool Report
- Enabling Permission for Endpoint Manager Actions (New UX)
- Enabling Permission for Endpoint Manager Actions
- How to enable permission for BitLocker keys report (New UX)
- How to enable permission for BitLocker keys report
- How to recreate Admins Read-only (New UX)
- How to recreate Admins Read-only
- How to add an operator to the portal?
- How to enable and configure CoreView management session (New UX)
- How to enable and configure CoreView management session Current UX
- How to provide a consent to activate Azure AD Reports Feature and activate Partial Import?
- Tips & Tricks: Leverage Pivot Reports to Prototype License Pool Criteria Filter
- Tips & Tricks - How to manage email notifications for newly added Operators.
- Disable MFA from Read Only Service Accounts
- How To: Report on "Consumed Portal Licenses" (New UX)
- How To: Report on "Consumed Portal Licenses"
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- Tips & Tricks: How to merge License Pools
- How to Use CoreView's Global Report Filters
- How to use the What If tool to check Azure AD conditional access policies
- How to Configure Allowed IP Addresses for CoreView Service Accounts
- How to Archive a Teams Group
- How to Restore a Teams Group
- On-demand Import for a Single Device in Endpoint Manager (Intune)
- Custom Actions using the Microsoft Graph API
- How to set up your tenant for the switch to Microsoft Graph API
- GraphAPI configuration: How to get Client ID and Client Secret
Reporting and Analytics
- How do I Check and Manage Calendar Permissions for a User? (newUX)
- How CoreView can help you with your Microsoft 365 Chargeback Goals.
- New UX: Understanding the new License Centers
- Understanding the Savings Opportunities Dashboard
- Understanding the License Optimization center
- Understanding License Pool Snapshots report
- Understanding Call quality dashboard
- Understanding Call quality report
- Understanding User call quality report
- Understanding Teams groups activity report
- Understanding Teams Adoption Growth Report
- Understanding Endpoint Manager reports
- Understanding Teams dashboard
- Understanding Risky Users report
- Understanding KPI dashboard
- Understanding Storage Dashboard
- Troubleshoot Active Users (License Usage) data
- Legacy Protocol Management
- Report Columns: Is active 30/60/90
- Quarantined Messages Report - Understanding The Reports
Managing and Administration
- Teams Voice: Direct Routing Support
- How to enable management function?
- CoreView Playbooks Overview
- CoreView Playbook Policy Overview
- Forward SMTP Address vs Forward Address management actions
- How to add the users in bulk while executing Users management actions?
- How to Create & Manage Custom Actions (New UX)
- How to Create & Manage Custom Actions
- How to schedule a report to be sent automatically, and how to modify its scheduling options?
- How to schedule an alert report for the License Count
- Tips & Tricks – How to read and modify license pool report?
- Overview of CoreView Workflow
- How to delegate Workflow management using roles
- How to configure CoreView and ServiceNow integration
- How to Enable Multi Factor Authentication for Operators and Admins who Access the CoreView Portal (New UX)
- How to Enable Multi Factor Authentication for Operators and Admins who Access the CoreView Portal
- How Can I Migrate from Group-Based Licenses to Direct Licenses Managed by CoreView?
- Naming convention rules
- Custom Actions: Forbidden and Warning Values
- How to add users to Distribution Group in bulk using via CSV
- Not able to manage licenses error (New UX)
- Not able to manage licenses error
- Using custom action json output as an input in the workflow
- Setting the Sensitivity Label on SharePoint as a Mandatory Field
- DistinguishedName vs OnPremisesDistinguishedName
Customer Engineering Workshop
- New UX Workshop - General Overview Session 2
- New UX Workshop - General Overview Session 1
- What’s new in License reporting – the new user interface and the License Center
- CoreView and ServiceNow – Integrating Workflows with ServiceNow
- Advanced Workflows & Custom Actions
- Customer Engineering Workshop: Reports, Dashboards, and Alerts
- Limiting M365 Admin Access with Permission Roles, V-tenants, and License Pools
- Customer Engineering Workshop Global - Group Licensing with CoreView
- Customer Engineering Workshop Global - Filters and Custom Actions
- Understanding CoreView - Quick Start Guides.
- Internal Customer Care Resources
- Service Issues
CoreView Product Manual
- KPI Dashboard
- Operational Reports
- License Reports
- User Reports
- Mail Traffic Reports
- Exchange Reports
- Skype for Business Reports
- Teams Reports
- Group Reports
- Device Reports
- Endpoint Manager Reports
- Security reports
- SharePoint Reports
- Aggregation Reports
- OneDrive Reports
- Yammer Reports
- Report Actions
- Getting Started with CoreLearning
- Getting Started with CoreScan
- Getting Started with CoreTag
- Getting Started with CoreSaaS
- Learning Platform
How do I create MS Teams Call Queue
Call queues route callers to people in your organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue, who are known as agents.
Call queues provide:
- A greeting message.
- Music while people are waiting on hold in a queue.
- Call routing - in First In, First Out (FIFO) order - to agents.
- Handling options for queue overflow and timeout.
Below we have explained two methods of creating Teams Call Queue
1. Creating Teams Call Queue Using PowerShell
- PowerShell is installed on your computer
- MSTeams Module Installed
- MSOnline module installed
- You have tenant administration rights
- You have purchased Microsoft Teams Phone
- The agents, distribution lists, and Teams channels referred to below have already been created
$credential = Get-Credential Connect-MicrosoftTeams -Credential $credential Connect-MsolService -Credential $credential
Create Audio Files
Replace "d:\" with the path to where the wav files are stored on your computer.
$content = [System.IO.File]::ReadAllBytes('d:\sales-hold-in-queue-music.wav') $audioFileSalesHoldInQueueMusicID = (Import-CsOnlineAudioFile -ApplicationID HuntGroup -FileName "sales-hold-in-queue-music.wav" -Content $content).ID
Get Users ID
$userAdeleID = (Get-CsOnlineUser -Identity "sip:email@example.com").Identity $userSalesBillID = (Get-CsOnlineUser -Identity "sip:firstname.lastname@example.org").Identity $userSalesMaryID = (Get-CsOnlineUser -Identity "sip:email@example.com").Identity
Create Call Queue
New-CsCallQueue -Name "Sales" -AgentAlertTime 15 -AllowOptOut $true -MusicOnHoldAudioFileID $audioFileSalesHoldInQueueMusicID -OverflowAction Forward -OverflowActionTarget $userAdeleID -OverflowThreshold 200 -TimeoutAction Forward -TimeoutActionTarget $userAdeleID -TimeoutThreshold 120 -RoutingMethod Attendant -ConferenceMode $true -User @($userSalesBillID, $userSalesMaryID) -LanguageID "en-US"
For more details on how to create Teams Call queue using PowerShell kindly refer MSDN article - Create a Call Queue with cmdlets
2. Creating Call Queue Using CoreView
Creating Call Queue using Coreview is one of the easiest methods available. Kindly follow below steps to create
MS Teams Call queue using CoreView.
- Go to CoreView Portal
- Under Actions --> select Management actions --> Choose Teams --> select Create Teams call queue
- You will be presented with below options:
- Name: Give an appropriate name to your Call Queue
- Resource Account: In Microsoft Teams, a resource account is required for each auto attendant or call queue.
- Language: Choose as per your requirement
Resource Accounts are special Azure AD Objects (or Microsoft 365 User Accounts, if you will) which can only be created from Teams Admin Center or via Teams PowerShell. It’s not possible to create such an account in M365 Admin or Azure AD. For more details kindly refer MSDN article - Manage Resource Account in MS Teams
You can either choose No greetings or choose an audio file to play.
This is the music this is played for people while on hold. You can either use the default music on hold provided with the call queue, or you can upload an audio file in .Wav, mp3, or .Wma formats to use as your custom music on hold.
- Conference Mode: Conference Mode reduces the amount of time it takes for a caller to be connected to an agent after the agent accepts the call.
- Attendant: When attendant routing is used, the first call in the queue will ring all of the call agents at the same time. The first call agent to pick up the call gets the call.
- Serial: When serial routing is used, incoming calls will ring call agents one by one. starting from the beginning of the call agent list.
- Round Robin: When round robin routing is used, each call agent will get the same number of calls from the queue.
- Longest Idle: Selecting longest Idle for the agent routing method will automatically enable presence based routing
- Presence Based Routing: Uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method
Based on your requirement you can choose 'maximum call in the queue(max 200 calls)'.
Call Queue Timeout
Review and Complete:
Finally you can review all details you have selected and submit the action.