Call queue routes callers to people in your organization who help with issues or questions. Calls are distributed one at a time to agents in the queue.
Administrators through ServiceNow. Configure call queue.
Call queue is very similar to a call group but contains additional routing features. A call comes into a helpdesk call queue that’s configured for the longest idle. The call rings the attendant who has been idle the longest. The call queue is configured to hold up to ten calls with a maximum wait time of five minutes. If a caller sits in the queue for longer than five minutes, they are routed to the helpdesk voicemail. An administrator configures the call queue to route overflows or timeouts to auto-attendants, other call queues, external numbers, or internal numbers.
Callers navigate a menu system to speak to the right department, call queue, person, or operator. Auto-attendants allow for scheduling of call routing based on business hours and holidays.
Administrators through ServiceNow. Configure auto-attendant.
A call comes into a department’s front desk during business hours. The caller is presented with a custom voice greeting and several menu options. Auto-attendants allow routing to other auto-attendants, call queues, internal numbers, external numbers, and group voice mail. The caller presses three and is routed to the helpdesk call queue. If the caller had called after hours, the front desk has the auto-attendant configured to go directly to voicemail.
Caller ID policies are used to display an alternate phone number for Teams users in your organization or block an incoming number from being displayed.
Administrators through ServiceNow. Configure caller ID policies.
A helpdesk attendant has a caller ID policy set to use the main helpdesk phone number. When the helpdesk attendant makes an outbound call, the caller ID shows the main helpdesk number. A counseling office does not want a counselor’s number to show in caller ID and assigns a caller ID policy set to be anonymous to the user. When the counselor places an outbound call, the recipient’s caller ID displays as anonymous.
Auto-attendants route calls to an Office 365 group for voicemail.
Anyone can create an Office 365 group and assign it to the voicemail option in an auto-attendant.
A call comes into an auto-attendant after hours, and the after-hours routing is set to an Office 365 group voicemail. The caller leaves a voicemail that is distributed to the Office 365 group members or accessed in the Office 365 group mailbox.
Call park and retrieve lets a user places a call on hold in the Teams service that is retrieved using a unique code that is generated with the call is parked.
Administrators through ServiceNow. Configure call park.
An incoming call is received by a receptionist and parked, generating a unique code. The receptionist notifies the recipient of the parked call and provides the unique code. The recipient goes to Calls > Parked Calls and types in the code to retrieve the call.
Inbound calls: Calls to the auto-attendant route to the configured internal recipient, external number, voicemail, and call queue. The setting distributes calls to the service account to the call group based on call routing selection. Overflow or timeout routes calls to a person in the organization, call queue or auto-attendant, voicemail, or disconnect.