Relevant to: faculty, staff, and students
This article contains information considered accurate at the time of publishing. Technology updates, changes in University security practices, policies and procedures may effect the information in this article - updates to articles are scheduled on a periodic basis and will address any required changes.
Teams Queues
Queues is a Teams-native solution designed to efficiently manage the functionality of phone call queues.
Requesting Teams Premium
The use of Queues requires a Teams Premium license.
- If you are not currently licensed, you must first submit a Service Request.
- You can check whether you have Teams Premium by selecting the ellipsis (•••) button near the top right corner of your Teams application. If you have been licensed, it should list the Teams Premium Benefits button.
Installing Queues
Once licensed for Teams Premium, you may install the Queues app.
- In Teams, select the ellipsis (•••) button near the bottom of the left hand column. Search for Queues and select the resulting app.
- The Queues app should now be nested within the lefthand column. It is advisable to right-click on the icon and select Pin to ensure that it remains easily accessible. You may also use this menu to reposition the icon, using Move Up or Move Down.
Using Queues
- To begin taking calls through Queues, hover over your name at the top of the user list. The button to the right of your name should turn into a blue button labelled Opt-In. If you are already opted-in, then the blue button will instead be labelled as Opt-Out. Only opt-out if you no longer wish to receive calls through Queues.
- When receiving a call, you will see a notification similar to internal Teams-to-Teams calls. If available, the caller’s name and telephone number will also appear. To accept and be connected with the caller, simply select the blue button on the left, featuring a telephone icon. To decline, select the red button on the right.
- Once answered, it will appear as any other Teams audio call. Both speakers will be represented by a circular icon.
- The options along the top toolbar will allow you to Leave the call, effectively ending it. You may also mute or adjust your Mic (microphone). Less familiar options include Hold and Transfer.
- Hold will mute the call, presenting the caller with any wait music that has been configured. Selecting Hold again will stop the music and unmute the call once more.
- Transfer allows you to move the call to another Teams user or external phone number.
- Consult Then Transfer allows you to first speak with whomever you are transferring the call to. This can allow you to update the recipient of the transfer ahead of time.
Troubleshooting
If you have been granted a Teams Premium license, but do not yet see the change, then it is advisable to clear the application cache. This may also help if the Queues app itself is not appearing or working as expected.
- To clear the application cache in Microsoft Windows 11, open your Start Menu and search forSettings.
- In the Settings menu, choose Apps along the lefthand column, then Installed Apps. Find the entry for Microsoft Teams, then select the ellipsis (•••) to the right of it to open the Advanced Options.
- In the Advanced Options menu, select Reset.
- After resetting, close Teams completely. You may then relaunch the application and sign in using your university credentials.