Equivalent of Skype's "Response/Agent Groups" in Teams?

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Occasional Visitor

Hi everyone,

I'm a non IT user and haven't been able to find any clear information. We are being migrated from Skype for Bus to MS Teams tomorrow. We have an agent group (a public enquiry line - carrier provided number, not a VOIP or Skype number) and me and my colleagues can sign in and out of it at will (e.g. for shifts, on-call etc).

 

In Skype we do this by Tools - Response Group Settings.

 

How do we do this in Teams? Is there anyone who can provide a screenshot of what it looks like or where in the menus we access it?

2 Replies

In Teams, there's "Call Queues" and "Auto Attendant". Only the latter matches Skype's Workflows with option-controlled forwardings ("if you want <option>, press 1) with spoken announcement texts. Call Queues only offer

  • 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.

For an in depth overview see https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue or, for Auto attend setup, see https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-auto-attendant

Hi @LeungCX,

 

In Teams, go to Settings > Calls. Scroll to the bottom, and you will see what Call Queues you are a member of, and the ability to opt in\out of a Call Queue (provided the Call Queue has been configured to allow opt in\out):

 

2callqueue.jpg

 

Something else that might be of interest to you is Collaborative Calling - check out a good blog on it here: Collaborative calling — Lync.se

 

Collaborative Calling provides a better interface for high call flow scenarios, and also gives you the ability to see which agents are signed in\out of Call Queues (something we just couldn't do with on-prem Response Groups). Requires a slightly different approach in Call Queue setup to use.

 

Hope this helps

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