Using Microsoft Teams Team Members as Call Agents for a Skype for Business Call Queue
Using Microsoft Teams Team Members as Call Agents for a Skype for Business Call Queue
With Skype for Business Cloud PBX, members of a Microsoft Team can be used as the Call Agents in a Call Queue (Preview at this time). This means if a Microsoft Team contains the members you want as Call Agents in a Call Queue, just assign the Microsoft Team as the "Call Agents" in a Call Queue and you are done! Talk about integration. Talk about setting up groups one time and reusing them! Im impressed.
How is this configured? Just setup a Microsoft Team as usual and add the members. (In a hybrid scenario these members can be in the cloud or on premises).
Okay, now we have some members setup in our Team.
(Note that we might need to wait a bit for this Team to show up in Skype for Business Admin portal)
Now let�s navigate to the Skype for Business Admin Center in Office 365. (Skype for Business admin center | call routing | call queues | add new/edit). Let�s go to the �Call Agents� field. Note that you don�t enter individual Skype for Business users here, instead Exchange Distribution Lists are entered. Since a Microsoft Team is an Exchange DL behind the scenes you can search for a Microsoft Team just like an Exchange DL. Let�s search for our �Marketing� Team. Sure enough, there it is and we�ll select it.
Note, you can select more than one Exchange DL/Microsoft Team. Nice!
Now we need to wait a bit till the Microsoft Team contacts are sync�d into the Call Queue. You will get a notification message indicating this. (show below) This notification will go away momentarily, but doesn�t mean its finished quite yet, keep an eye on the Call Queue �status�.
Watch the Call Queue until the �Status� no longer indicates �Synchronizing your agent list��
When syncing is complete you can make a test call to the Call Queue and all the members of the Microsoft Team (that are Skype for Business enabled, presumably!) will ring. I say: �Very Nice!�
Other Related Items:
Configuring Office 365 Cloud PBX Call Queues In Receptionist Scenarios
https://www.youtube.com/watch?v=AX5aCJS6irM
To see more Microsoft Teams User Tips:
http://windowspbx.blogspot.com/search/label/MicrosoftTeamsUserTip
[Video] Learn Microsoft Teams in 5 Minutes:
http://windowspbx.blogspot.com/2016/11/learning-microsoft-teams-in-5-minutes.html
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