Purpose
The article explains how to change a User's Active/ Inactive Status on Microsoft Teams Voice Call Queues.
Process
Microsoft Teams Voice Call Queues are virtual groups of users who act as agents to answer University and department main telephone lines. There are three main ring / routing types used at UTD, Simultaneous, Serial, and Round Robin.
- Simultaneous queues ring a group of agents all at the same time.
- Serial queues ring a group of agents, one at a time, in the same order.
- Round Robin queues ring a group of agents, one at a time, but the order changes based on which agents took the last call.
Agents in call queues can toggle between active or inactive.
Mac / PC
- Click on the ... icon on the top right corner of the Teams application window next to your profile picture.
- Select Settings.
- Choose Calls.
- Scroll to the bottom to Call queues (here, you will see which queues you are a member of)
- To activate, click the toggle on the right (the icon will change to green)
- To deactivate, click on the toggle on the left (the icon will change to black)
- * (New Teams has the call queues you are a member of at the top of the Calls menu.)
Smart Phone
- Click on the three parallel line icon on the top left corner of the Teams application window.
- Go to Settings
- Choose Calling
- Scroll to the bottom to Call queues (here, you will see which queues you are a member of)
- To activate, click the toggle on the right (the icon will change to green)
- To deactivate, click on the toggle on the left (the icon will change to black)