This guide goes over the steps required to update a Microsoft Teams call queue.

After accessing the Microsoft admin center, click "show all" and open your Teams admin center.

Accessing your call queue

1. Click on Voice, then click on Call Queues
2. Click on the appropriate call queue, Yamo typically uses the convention cq-main for a main call queue and aa-main for a main auto attendant. Click on Edit
3. Here you can change the different settings

Updating Greetings

1. Click on Greeting and Music
2. If you would like no greeting, click the no greeting option. 
3. If you would like a greeting, click Play an audio file
4. Upload your audio file

Note: Accepted file formats are MP3, WAV, or WMA. The file must be less than 5MB

Adding or removing members from the queue

1. Click on Call answering and remove or add members as needed
2. Click Submit to save your changes

Updating your overflow handling

1. Click Call overflow handling
2. Select the number of concurrent callers you would like to limit. Any callers above this number will follow the below settings.
3. If you would like to redirect the caller to a voicemail click Redirect this call and then select the appropriate voicemail.

Updating timeout handling

If your agents are unable to answer the call in the allotted time, callers will follow this setting

1. Select your Maximum wait time using the minutes and seconds options. The minimum time is 15 seconds and the maximum time is 45 minutes
2. If you would like to redirect the caller to a voicemail click Redirect this call and then select the appropriate voicemail.
3. If you have a voicemail audio file, you can upload this here. Bear in mind the same audio requirements apply (MP3, WAV, or WMA. The file must be less than 5MB)
4. If you would like to type out your message you can add a greeting message. Select Add a greeting message and type your message.
5. If you would like your email messages to have transcription enabled, ensure Transcrition off is disabled.
6. If you would like to skip the system message "Please leave a message after the tone. When you have finished, please hang up or press the hash key for more options" and have callers just hear the beep after your message, ensure that skip voicemail system message is enabled.

Need help?

If the above steps did not resolve your issue, you can raise a case with our team by clicking here.