How to use Teams Call Center Queues

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Opting In and Opting Out of the Teams Queue

 A user can Opt In or Opt Out of the team queue at the start or end of a shift, or to temporarily leave the queue during a shift. 

  1. Open Teams in the Desktop Application version. 
  2. Click Queues on the left sidebar. 
    Queues Menu. User should be listed under the Queue overview view. Opt-In is an option next to the user.
     
  3. Hover over your name/email, and click Opt in in order to join the call queue and start receiving calls. Note that it may take a few seconds to opt-in. 
  4. When you are opted in, you can opt out by hovering over your name and email and clicking Opt out. 
  5. Important: Make certain you are opted out before leaving a shift, or you will receive calls while not on shift. Do not answer calls while not on shift. 
    Queues view when hovering over user's name. Opt out is an option next to the user's name and email.

How to Answer a Teams Call

When opted in, calls through the call center queue will look slightly different than other teams calls. 

  1. The Teams call window will appear on your main monitor in a window as shown below. 
    Teams call window. The queue is shown, followed by the phone number, caller ID, then a answer button at the bottom left, and hang up button at bottom right.
     
  2. Click the blue Answer button to answer the call. 

How to Transfer a Teams Call

When transferring a Teams call, there are two options: Transfer, and Consult then transfer. Transfer immediately sends the initial caller to the transfer recipient, while Consult then transfer allows a technician to speak with the transfer recipient before completing the transfer. 

  1. In the Teams call window, click the Transfer icon near the top right of the window. This will open a drop down menu with Transfer, and Consult then transfer. These options are shown below circled in red:
    Teams call window. Transfer is circled with a red box. The options in the Transfer drop down box are Transfer, and Consult then transfer.
     
  2. Click the transfer option you would like to use.
  3. Enter the transfer recipient's phone number or Teams name
  4. Select the user from the list shown below. 
  5. Click Transfer if using Transfer, or Consult if using Consult then Transfer.
    Dial window for selecting transfer recipinet. User can type a name or number into the text box and select the transfer recipient from a list. At the bottom are options for Cancel and Transfer
     
  6. If using Consult then Transfer, after speaking with the transfer recipient, click Transfer to complete the transfer as shown below. 
    Consult then transfer window. Transfer is the first option at the top of the window, to the left of "Dial pad"

Opting Out after a Shift

If a user does not Opt out at the end of a shift, opting out can be done remotely through the Teams mobile app as well. Make certain you are opted out before leaving a shift, or you will receive calls while not on shift. Do not answer calls while not on shift. 

  1. Open the Teams mobile app. In the top left corner, press on the icon for your initials/profile picture. 
    Teams app window. User's initials are circled in the top-left corner
     
  2. This will open the Teams account window. Press Settings. Settings is circled in red in the image below. 
    Teams Account menu. Options are for Available, Set Work Location, Set Status Message, Notifications, Settings, and Add Account
     
  3. The Teams settings menu will open. Press the Calling option in the scrolling menu. 
    Teams settings menu. Options are Appearance, Data and Storage, Copilot, Profile, Notifications, Chats and Channels, People, Calling, Captions and Transcripts, Shifts, Links in Teams, About, and Help and Feedback. Calling is circled.
     
  4. Scroll down in the calling menu until you see Call Queues as highlighted below. If the call queue is set to On, toggle the switch to set it to Off to opt out. 
    Calling options menu. Menu has been scrolled to the very bottom of the menu. The last two options are Call queues, and Emegency call Diagnostics. Call Queues is circled in red

 

 

Details

Details

Article ID: 161675
Created
Wed 4/29/26 2:53 PM
Modified
Thu 4/30/26 2:54 PM

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