Microsoft Teams provides basic call queue and Auto Attendant functionality "out of the box". Call queues provide a CSU number (e.g., 970-491-####) where callers are routed to people at CSU who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue, who are known as agents. Auto Attendants provide a CSU number and allow callers to navigate a menu system to speak to the right department, call queue, person, or an operator.

What comes with a Call Queue?

• A greeting message.
• Music while people are waiting on hold in a queue.
• Call routing - in First In, First Out (FIFO) order - to agents
• Handling options for queue overflow and timeout.

Where can an Auto Attendant direct calls?

• A person at CSU who can receive voice calls.
• A voice app - another Auto Attendant or a call queue.
• Voicemail - the voice mailbox associated with a Microsoft 365 group that you specify. You can choose if you want voicemail transcriptions and the "Please leave a message after the tone" system prompt.
• External phone numbers.
• Announcement (Audio file) - A recorded announcement message you upload that's saved as audio in .WAV, .MP3, or .WMA format. The recording can be no larger than 5 MB. The system plays the announcement, and then returns to the Auto Attendant menu.
• Announcement (Typed) - Type in the text you want the system to read. The system plays the announcement, and then returns to the Auto Attendant menu.

Below are some example scenarios that could employ a Call Queue and/or Auto Attendant

• Service, Information Desks or Call Centers
• Several units on campus are already using Teams Voice call queues and auto attendants. Those areas include Financial Aid, Registrar's Office and Veterans Benefit Office.

Because Call Queues and Auto Attendants are more advanced use cases, they require Telecom Staff involvement. Telecom has provided a Teams Voice CQ/AA Template that can be used to get an idea of design choices before you submit your service ticket. Telecom will work with you to assess your departments requirements and will collect information such as:

• Display Name for the Call Queue or Auto Attendant
• Information to setup the service account UPN in the format: M365_CQ_Dept_CallQueueName@colostate.edu or M365_AA_Dept_AutoAttName@colostate.edu.
• Who will need to be setup as agents of the call queue and to verify agent accounts are properly licensed.
• Advanced routing details that may require additional call queues or call scheduling

Departmental IT staff will need to submit a ticket to get started.

Call Queues and Auto Attendant can typically be created within 4 days after the initial design and consultation contact with Telecom. Once you have settled on a display name, UPN service account name, and details such as call delegates/agents and call routing, Telecom will work with you to schedule a cutover or 'Go Live' time.

Built In Teams Call queues and Auto Attendants offer similar functionality to Contact Centers, which are generally 3rd party applications that are used alongside of Microsoft Teams. 3rd party Contact Centers offer additional functionality such as the ability for live looks at call queues, live call reports and statistics, as well as the ability to join in on active calls. The Division of IT and CSU Telecom are currently exploring Contact Center solutions to support advanced use cases. Additional cost (to the requesting department) will likely be incurred when Contact Center functionality is required.

Options for adding and removing agents from a call are listed below. Telecom and Division of IT staff can help determine which options is best, if needed:

• Microsoft 365 group (recommended and most common).
• A Channel in a Microsoft Team (new or existing). You can enable a Teams Channel for Teams Voice and tie that channel to your shared line or call queue.
• Directly adding/removing individual users.

NOTE: Whether directly added or as a part of channel or Microsoft 365 group, all agents participating in a call queue must be licensed for Teams Voice.

Here is more information regarding Microsoft Call Queue configuration within a Teams Channel.

Yes, all Teams Voice accounts (users/rooms/shared mailboxes/call queues etc.) are required to have a phone number in order to take full advantage of Teams Voice functionality, as well as to maintain compliance with e911 and safety regulations.

Generally, students are not eligible for Teams Voice on an individual basis. However, student employees who answer phones in a service desk or call queue environments can be configured with Teams Voice to act as a delegate on a shared number or as an agent of a call queue. Please submit a "New Teams Voice" request using the Resource Coordinator Tools to request Teams Voice service for a student employee.

NOTE: Students must have Microsoft 365 set as their university email to be eligible for Teams Voice. Students using @Rams Google Apps can switch their primary email provider on the eID website under Modify eID > Email Settings.