Teams Queue App
  • 28 Feb 2022
  • 4 Minutes to read
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Teams Queue App

  • Dark
  • PDF

Article Summary

Phone queues

Phone queues and Teams Channels have a lot in common. You and your colleagues collaborate to answer and handle incoming calls,sometimes you have to reach out to your colleagues for help on taking calls or maybe something a customer of yours are calling you about. Teams and its channels are a collaboration platform.

With that in mind and looking for a way to better organize the collaborations regarding your incoming calls to your phone queues we have developed some tools for you.

Notifications when calls in queue reaches a warning or critical limit posted in your Teams channels ready for you to act upon. 

Queue tabs for an overview of your queue, agents and history.

Monitor to be able to monitor many queues in one window.

Create a Team or a channel for your departments handling incoming calls and add our tools to each of them.

Install Queue app in tab

Install Queue app for your organization and head over to your departments team and channel, press the plus sign in the top bar.

Search and select Queue App in the new window that appears.

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Click the Add button.

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Set warning and critical levels to get an indication when these are reached. 

Fill in a link if you like a clickable link for incoming calls with callers number as an input parameter to your link. E.g. add$anumber as link value and 0855801000 calls to your queue you will get a link to bild som visar text

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This can be used to automatically create a ticket in a third-party ticket system like Zendesk.

Select your departments queue and click Save.  

Queue app in action

Click the phone with an arrow to transfer an ongoing call you have in progress to the queue or agent. 

Log in an agent by pressing the play button and pause them by pressing the pause button.

The bin alongside every agent removes the agent from the queue.

Click Add agent to get a list of agents and add them to your queue.

To sort your agents you can click headers, Prio and Active to have your agent list sorted by call priority order or agents status in queue.

At the top of your queue tab you will find real-time information of your queues,

Calls in line. Signed in agents/Total agent members of this queue. Average response time. Service level and completed calls/all incoming calls.

At the Queue section you will see all current incoming calls to your queue. Click Link button to open the link you provided at the setup with callers number appended.

If you see a call that you like to answer, maybe it is a customer you already spoken to just click Pick call and the call will be directed to you.

In the history tabel you see queue calls for today listed with number, wait time, call time with agent, agents name and its time and date.

You can find more statistic and history under the Statistics button.

Here you can filter your queue history by date for agents and queue, you can also download a .csv file of the history.

Call flow control

From your QueueApp you can manage your organistations Call flow controls, you will need full access to Company CFC to be able to handle them.

You will be able to handle your organisations cfc's, Depending on how they are built they may also change flow for other queues and calls.
In the column Used in you will se where this call flow is directly used, Note that there could be destinations that is forwarded from any of the destionations listed in the Used in that is not shown in this column.
Sound files in Active and Inactive will be played for active and inactive state of a cfc.

From this call flow control window you can change soundfile and state of a cfc, To change to other destinations and add cfc's, sign in to your portal.

QueueApp will Work great on your mobile phone aswell.

Queue notifications in chat

Install notification app to get notifications to your departments chat when phone queue reaches warning or critical levels.

Head over to your departments team channel and click the three dots in your upper right corner and select Connectors.

Search for 365 Response group in the new window and select Cellip 365 Response group by clicking Add button on the two following windows.

A new window will show, and you are prompted to Visit site to install, press that link.

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 Click UC2.0 user link to log in and save your settings.

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Enter warning and critical level for number of calls in queues and notifications will be sent at these limits. Click your departments queue followed by Done

Now when your departments phone queue reaches your given levels, notifications will be sent to your channel and agents will see them to act accordingly. You could easily reply to a notification to enter a reason for the notification or discuss with your colleges how to procced.

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