Queues
Queues are defined in the MS Teams admin center but the queue itself is controlled by the Mirage MS Teams BOT. This is why functionality could be different or missing.
The queue setup and differences are explained in the Queue Setup chapter.
Available Features
More features will be added until end of Q2/2023.
✅= feature supported
✖️= feature not supported
✅✖️= feature supported with limitations
MS Teams = MS Teams Client
Microsoft Teams Call Queue Features
Feature | Supported | Remark |
|---|---|---|
Queue Setup in MS Teams admin center | ✅ | |
Salesforce and non-Salesforce users can be in a queue | ✅ | |
Resource Account | ✅ | |
Assign Calling ID | | |
Select Queue Calling ID from Salesforce | ✅ | |
Select Queue Calling ID from MS Teams | ✖️ | Only works for calls made through MS Teams client, not signaled in Salesforce |
Language for transcript voicemail | ✖️ | |
Greeting and music | | |
Greeting - Play an audio file | ✅ | Audio file needs conversion and upload to Azure |
Greeting - Text to speech | ✅✖️ | Text needs conversion to audio file |
Music on hold | ✅ | Audio file needs conversion and upload to Azure |
Call answering | | |
Queue member can be a team, users or groups | ✅ | |
Conference mode off to support Skype for Business | ✅ | Conference mode must be enabled |
Agent selection | | |
Routing method - Attendant routing | ✅ | Rings all agents simultaneously, first to answer gets the call |
Routing method - Serial Routing | ✅ | Rings agents one by one, starting from the beginning of the list |
Routing method - Round Robin | ✅ | Distributes calls evenly among agents |
Routing method - Longest Idle | ✖️ | Rings opted-in agent who has been available the longest (Supported end Q3/2023) |
Presence based routing | ✅ | Uses MS Teams status to determine agent availability |
Call agents can opt out of taking calls | ✅ | Via MS Teams App login/logout |
Call agent alert time | ✅ | |
Call overflow handling | ✅ | |
Maximum calls in queue | ✖️ | |
Call timeout handling | ✅ | |
Maximum wait time | ✅ | |
When call times out - disconnect | ✅ | |
Redirect call to Person in Organization | ✅ | |
Redirect call to Voice APP | ✅✖️ | Can also redirect to external phone number |
Redirect call to external phone number | ✅ | |
Redirect call to Voicemail (personal) | ✅ | |
No agents opted or signed in | ✖️ | |
Redirect call to Voicemail (shared) options | ✅✖️ | Requires a dedicated queue per shared voicemail |
Transcription | ✅ | |
Skip voicemail system message | ✅ | |
Play an audio file | ✅ | |
Add a greeting message - Text to speech | ✅ | / |