Teams Phones/Call Center

This article will instruct users on how to take, make, and handle calls in the Microsoft Teams Call Manager/Center.

How to Go On Queue

There are two ways to begin taking calls from an assigned call queue.

Method One - Call Center Team

You may have a team set up for your call center. If so:

  1. Open Microsoft Teams.

  2. Click on Teams on the left-hand side and navigate to your call center/queue team.

     

  3. On the top menu, click on Calls.

     

  4. Find the toggle option by your name on the bottom-right corner. Toggle it so that the bar is colored in.

    The toggle bar is colored in, indicating you are on-queue.


You will now receive calls that are sent to your queue.

The toggle may be slightly delayed when you click on it. Click on it and wait a second or two - it should toggle appropriately.

Method Two - Settings Menu

You can always toggle yourself on and off the queue from the settings menu.

  1. Open Microsoft Teams.

  2. Click on the three dots (…) in the upper-right corner, next to your icon/avatar.

  3. Click on Settings.

     

  4. On the left-hand menu, click on Calls.

     

  5. Scroll down to Call queues and toggle the appropriate queue option under Call receiving so that the bar is colored in.

You will now receive calls that are sent to your queue.

On Mobile

In a pinch, you can toggle yourself on and off queue from your mobile device Teams app.

  1. Open your Teams app.

  2. Tap on your avatar/portrait in the upper-left corner.

  3. Tap on Settings.

  4. Tap on Calling.

  5. Scroll down until you see your call queue. Toggle on or off as desired.

It is very important that you toggle yourself on queue when you are ready to take calls, and toggle yourself off queue when you are away from your desk or done for the day. Admins cannot toggle you on or off queue at this time.

Receiving Calls and Call Controls

When you are on queue, you can receive calls. When a call comes into your queue and you are on queue:

  1. You will receive an alert from Microsoft Teams about an incoming call:

  2. Select the purple answer call button to pick up and enter the call.

     

  3. Once the call is picked up, Microsoft Teams will launch a separate Teams window that appears similar to a Teams meeting for your call to take place.

When you are on a call, you have the following options:

  1. Dial pad - brings up the dial pad. You cannot transfer from here.

  2. Hold - places the call on hold.

  3. Transfer - allows you to transfer calls. See: How to Transfer Calls

  4. People - shows you the participants of the call.

  5. More - shows you more options for recording, transcribing, etc.

  6. Mic - mute or unmute your microphone. A slash over the mic icon indicates you are muted.

  7. Leave - end the call.

How to Place Calls

To place calls from Microsoft Teams:

  1. Open Microsoft Teams.

  2. On the left-hand menu, select the Calls option.

     

  3. This is your call center dashboard. Use the dial pad on the left-hand side to place outgoing calls.

     

Note: Please use the full 10 digit phone number when dialing out.

How to Transfer Calls

While in a phonecall, you can transfer the call by

  1. Click on the Transfer button.

  2. Select Transfer or Consult then transfer:

    • Transfer will move the call to the designated number and end the call.

    • Consult then transfer will allow you to speak with someone before transferring the call.

  3. If you select transfer, the call will be placed on hold and a transfer menu will appear:


    From this menu, you can either enter a 10-digit phone number to transfer to, or you can transfer a call to an individual’s Microsoft Teams directly. If you select a person/name, that person will receive a call on their Microsoft Teams application.

  4. The same options appear for Consult then transfer:

     

  5. Once you have entered a phone number or name, select Transfer or Chat depending on the kind of transfer you initiated.

How to Edit the Speed Dial

You can edit your speed dial options by:

  1. Navigate to the Calls section on Microsoft Teams.

  2. The right-hand side will showcase your speed dial options. A list of folks you associate with/message/call on Teams will show here. To remove any of these people from your speed dial, simply hover over the name/picture of the person until three dots (…) appear:

  3. Click on the dots, then select Remove:

The person is now removed from your speed dial list.

Creating Contact Groups

You can create contact groups to better organize your contacts. To do so:

  1. Navigate to the Calls section on Microsoft Teams.

  2. In the upper-right corner, click on the plus ( + ) icon next to Contact groups:

  3. Give your contact group a name on the following prompt, then click Create.

     

  4. Your new contact group appears under the contact groups menu:

     

  5. To populate the contact group, hover over the new contact group until the three dots (…) appear. Click on them and select Add a contact to this group:

Voicemail

As it currently stands, when a call goes unanswered for 2 minutes, the call will move to voicemail. To check voicemails:

  1. Navigate to your call center/queue team on Microsoft Teams.

  2. Click on Calls on the top menu.

  3. Click on the voicemail tab.

  4. 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:

     

  5. Click on the voicemail to open a side panel. You can play the audio from here:

     

Deleting Voicemails

To permanently delete voicemails:

  1. Open Outlook.

  2. On the left-hand side, expand the Groups folder.

  3. Click on your queue’s folder.

  4. 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

To see who is currently on queue or off queue in your call center:

  1. Open the Call Queue team on Microsoft Teams.

  2. 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.