KI 1649 Call Queue in Teams

A callqueue in Teams is a shared telephonenumber so more people can handle calls to this number. It is possible to configure with greeting/closed messages, opening hours and outgoing calls.

The call queue can have an assigned phone number (in the number series 5558****), but can also be set up only internally. 

The calls can be routed between those who can answer incoming calls in different ways:

• Calls ring at all call agents. The first to pick up the call gets the call (Attendant routing)
• Incoming calls will ring call agents one by one, starting from the beginning of the call agent list (Serial routing)
• Each call agent will get the same number of calls from the queue (Round robin)
• The next call in the queue will ring the opted-in call agent that has been in presence state Available the longest (Longest idle)

One can opt-out (temporarily) from receiving call queues through the Settings in the Teams client. 

It is possible to configure outgoing calls from the phone number assigned to the call queue. This will then be seen by the receiver (one's own number is thereby masked). 

It is possible to define holidays and other absences with dedicated greeting messages.