Accepting Calls
In the desktop app:
In order to accept calls, members do not need to be on the call queue interface:
- When the main number of the call queue is dialled each member that is opted into the queue, and is available on their main Teams status will get a pop-up call notification with the call queue team name
- Click on the phone icon to accept the call, or on the red phone icon to reject the call
- The order in which a member of the queue receives calls is pre-set (e.g. ring all at once, one after the other, longest idle) - this can be changed on request
- If your main Teams status is Unavailable, Busy, or Do Not Disturb, you will not receive notification of the call
- Users who have made themselves unavailable for the queue will not receive notification of the call. Please see below for opting in/out of receiving calls
On the mobile app:
In order to accept calls, members do not need to be on the call queue interface:
- When the phone number of the call queue is dialled, each member that is opted into the queue and is available on their main Teams status will receive a call notification, which will also show the call queue team name
- Accept or Decline the call
Opting in/out of receiving calls
In the desktop app from settings:
- In Teams on the top right, click on the three dots next to the user's profile picture to open the settings menu
- Select Settings
- Select Calls
- Scroll to the bottom of the window
- Under Call queues, users will find a list of call queues of which they are a member, and a toggle button to control their availability for call answering
In the desktop app from the call queue:
- Go to the Call queue user interface
- This window will show all teams members in the group and their Teams status. Users will also see Call Queue status icon - this icon will be greyed out for other team members if they have opted out. Hover over the icon to show the status, 'In the queue' / 'Not in the queue'
- Next to the users name there will be a toggle button to control availability. Other team members can see who is in the queue or unavailable
- This setting is not available on the mobile application