Call Manager provides the capability to add/edit/delete Microsoft Call Queues directly from the portal. This can be useful for
advanced call flows, or for cases where the tenant already had Call Queues configured prior to Call Manager availability.
Listing Call Queues
Navigate to the 'Teams Call Queues'
menu option on the left side menu, part of the 'Call Flows' drop down.
This will show a page that lists available Call Queues for edit and
removal.
Note that by default the Call Queues created by the Call Manager system are not shown here. These
should be edited or removed via the Wizard Call Flow interface.
The Call Queue table will show if one or more resource account and
phone number combinations are configured. The current queue size and number of agents (direct or via groups) is also shown.
Edit Call Queue
Click the pencil icon on the appropriate row to edit the Call Queue.
This provides an advanced form that exposes much of the Call Queue capabilities for extended call handling scenarios.
Number Handling
At the top of the form is 'Manage Phone Numbers'.
This can be used to add/edit/remove numbers and resource accounts. When
a number is associated with a call queue this way you will have
the option of either directly picking the resource account you wish to
use or allowing Call Manager to use one of its available resource
accounts. The latter is recommended and ensures smooth setup of a number
to a call queue.
The process of
adding a phone number can take some time as there are various steps that
happen in the background. The portal will notify you once this
operation is complete.