Use the Queues app for Microsoft Teams
The Queues app is a native Teams experience that extends the customer engagement capabilities of your organization. This collaborative call handling solution allows team members to manage customer calls and team leads to manage queues, access reports, and analyze data. You can pin the app to the left side of Teams for easy access. Â
Depending on permissions, your team can use the Queues app to:
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Handle incoming calls, whether they are PSTN or VOIP.
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Make outgoing calls on behalf of the call queues or auto attendants that you are assigned to.
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Review your call queue metrics and collaborate seamlessly with leads or colleagues within the flow of work.
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Monitor call queues and auto attendants in real-time, opt in or opt out your team members, generate performance reports, and configure the call queues and auto attendants.
Note: The Queues app is available by default if your organization has both a Teams Premium and Teams Phone license.
Once you've been authorized by your IT admin, the Queues app will be ready to use.
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Select View more appsÂ
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Find the Queues app.
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You can pin the app to the bar by right-clicking it and selecting Pin.
Depending on how your organization is structured, you may have several call queues you can opt in to. From the Queues app, you can see available queues to join along the top of the window.
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Select the queue you would like to opt in to.
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Select Opt in.
Once opted in, you will start to receive calls from this queue. To opt out, return to the same button and select Opt out. This will remove you from the list of opted-in team members, and you will stop receiving calls.
Additionally, team leads can opt in or opt out their team members directly. Hover over their name and the Opt in/Opt out button will appear.Â
Note:Â If Presence-based routing is turned on in Call settings, team members must be both opted in and have their status set to Available in order to receive calls.
Your teammates are grouped by their opt in/opt out status. To send a message or initiate a call, simply select a team member from the menu.
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Under Manage queue, select People.
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Click on the name of the person you would like to interact with. If you call a team member this way, you will have the option of choosing which phone number the outbound call uses.
Select Dialpad from the bottom left corner of the window to expand the view. From there, you can place outgoing calls.Â
If your organization has multiple outbound numbers to choose from, you will see a dropdown appear above the Call button, allowing you to choose which number you’d like to place outbound calls with.
Call history helps you keep track of your past calls and stay on top of your communication.
There are two types of call history:
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Personal call history (default):Â Shows only your own call activity, including calls you have answered or made.
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Shared call history (optional):Â Shows all missed, incoming, and outgoing calls in the queue, including calls with voicemails.
Note:Â Shared call history must be enabled by your Teams admin. For more information, see Shared call queue history.Â
To view call history, including calls with a voicemail that you may have missed, select Calls under Manage queue.Â
You can select any call in your history to see more detailed information and call that number back using the number associated with your call queue.
Currently, call history includes the past calls that you have picked up or calls that you have missed that have a voicemail.
Related topics
Once your IT admin has completed the setup and authorization process, the Queues app will be ready to use on your Teams Phone device.Â
Opt in or out of call queues
Select Queues on your Teams Phone to get started.
On the next screen, you’ll see available queues to join.
Select the toggle next to the queue to opt in or out.
Once opted in, you will start to receive calls from this queue.
To opt out, return to the same toggle and switch it off. This will remove you from the list of opted-in team members, and you will stop receiving calls.
Make calls and view call history
When you select a call queue, you’ll see two tabs under the queue name: Calls and People.
From the Calls tab you can view your call history.
Select any call in your history to see more detailed information and call that number back using the number associated with your call queue.
Currently, call history includes the past calls that you have picked up or calls that you have missed that have a voicemail.
View status and profile information​​​​​​​
In the People tab, you’ll see the Teams status of your Leads and people you’re Observing.
To see profile information and call options, select More optionsÂ
At any time, you can access the Dial pad
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