To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
Call Queues in Microsoft Teams act as a virtual waiting room that distributes incoming calls to a group of agents. They are commonly used for reception lines, service desks, support teams, and any scenario where callers need to wait for the next available person.
Call Queues offer the option to provide:
- A greeting message
- ‘Music on Hold’
- Call priority routing in First In, First Out (FIFO) order
- Handling options for queue overflow and timeout
How to set up a Call Queue (for administrators)
Express Setup vs Classic Setup
If you have simpler call routing needs, Express Setup provides a fast and effective way to create basic call queues without navigating more complex options. If you need more advanced configuration, select Classic Setup to switch to the full call queue creation wizard.
For more information, see Microsoft’s guidance on Creating a Call Queue.
Recommended Call Queue settings
The following settings are recommended by Microsoft:
- Conference mode to On
- Routing method to Round Robin or Longest Idle
- Presence-based routing to On
- Agent alert time: to a minimum of 20 seconds
For more information, see Microsoft’s guidance on Recommended Call Queue settings.