On the Resource accounts pane, select the Add button.Īgents will see the resource account name when they receive an incoming call.įor more information, see Manage Teams resource accounts.At the bottom of the pane, select the Save button.Select the Resource account type dropdown and select Call queue.Type in a descriptive Username for the resource account.Type in a descriptive Display name, which will be visible to agents.Select the + Add a resource account button at the bottom of the results.On the Add accounts pane, search for any set of letters to pull up the results dropdown.If you need to create a resource account: At the bottom of the pane, select the Add button.Select the Add button next to the resource account you want to assign to this call queue.On the Add accounts pane, search for the resource account to add.Under Resource accounts, click the Add button to add a resource account for this call queue.Type a name for the call queue in the box at the top. To set up a call queue, in the Teams admin center, expand Voice, select Call queues, and then select Add. Follow these steps to set up your call queue For instructions to create call queues using PowerShell, see Creating call queues with PowerShell cmdlets.

The steps outlined in the article create call queues using the Teams admin center. The steps to set up a call queue includes: Skip voicemail system message controls are now exposed when routing to shared voicemail, which also applies to Add a greeting message prompts.Add a greeting message (Text to Speech (TTS)) is now supported for the call queue main greeting.What's new for call queues in the past 6 months Handling options for queue overflow and timeout.īefore you follow the procedures in this article, be sure you have read Plan for Teams auto attendants and call queues and followed the getting started steps.Call routing - in First In, First Out (FIFO) order - to agents.Music while people are waiting on hold in a queue.Calls are distributed one at a time to the people in the queue, who are known as agents. Call queues route callers to people in your organization who can help with a particular issue or question.

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