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Dial pad - brings up the dial pad. You cannot transfer from here.
Hold - places the call on hold.
Transfer - allows you to transfer calls. See: How to Transfer Calls
People - shows you the participants of the call.
More - shows you more options for recording, transcribing, etc.
Mic - mute or unmute your microphone. A slash over the mic icon indicates you are muted.
Leave - end the call.
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Navigate to your call center/queue team on Microsoft Teams.
Click on Calls on the top menu.
Click on the voicemail tab.
Any voicemails will be listed here. There is a transcription of what was said in the voicemail if the audio was clear enough. New voicemails are marked with a red dot:
Click on the voicemail to open a side panel. You can play the audio from here:
Deleting Voicemails
To permanently delete voicemails:
Open Outlook.
On the left-hand side, expand the Groups folder.
Click on your queue’s folder.
Find the voicemail and delete it.
The voicemail will be deleted from the group inbox and from the Teams voicemail list.
Monitoring the Call Queue
If you are a call center supervisor/manager, you can keep tabs on your call center activity by:
TBDTo see who is currently on queue or off queue in your call center:
Open the Call Queue team on Microsoft Teams.
Go to the Calls tab at the top.
On the bottom-right-hand side, you will see a list of members of the queue and their call status. If someone is accepting calls from the queue, they will have a purple icon of a person with a phone. If the icon is grey, they are off the queue.
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