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With the custom greeting for the inbound callers in a Call Queue, a custom recording must be created and uploaded, as the Call Queues don’t currently support text-to-speech.

If the call is ignored, no missed call notification is generated and next incoming call will be displayed. If the call is picked up, the Agent is connected with the caller after the connection is complete (1-3 seconds). They will receive call queue name and caller’s ID, and then can choose to pick up or not. When the Maximum Concurrent Calls or Timeout is reached, you can figure the following options:įor the callee (recipient) of the call, the Agent will receive certain information immediately. An example would be “Thank you for calling PEI, we are connecting you to the next available agent.” The caller is then connected to an agent based on agent availability.

Each Call Queue will need to have a customized greeting built, as it doesn’t come with a default message. Now let’s get into the caller’s experience.

Maximum Queue size and maximum allowed call wait time are configurable and can setup overflow or timed-out calls to go to another Call Queue, Auto Attendant, Voicemail or Users.ĭifferences between Skype for Business 2015 Hunt Groups & Skype for Business Online Call Queues Currently, the solution allows organizations to designate up to 50 Agents in the Call Queue.Have the ability to automatically distribute the waiting calls in First In, First Out (FIFO) manner to the available agents.They can accept up to 200 calls per instance and queues up calls to be serviced.Often paired with Auto Attendants (also just released), Call Queues can have custom corporate greetings and hold music for inbound calls.What are Call Queues?Ĭall Queues – provide automated call distribution for incoming calls.

While the customizability of Call Queues is not identical to that of Skype for Business 2015 on premises, there is still great value from this solution, and I will highlight the features as available today taken directly from Microsoft. Microsoft announced last week () that Skype for Business Online now has Call Queue functionality for general availability, which has been long anticipated for organizations looking to expand their current Cloud PBX solution or others that have been hesitant to migrate to Skype for Business Online until that functionality is available.