Hands on Skype for Business Online Call Queues (Preview)

Skype for Business Online Call Queues (similar to Response Groups on premises) are now available in preview.

Let’s see what’s available.

Starting from Skype for Business admin center, click call routing, click call queues (preview).

1

Click +ADD NEW

Name the call queue in the Name field.

Assign an available service number to the Phone number field.

Select a domain name from Skype for Business Online domains.

Upload an audio file to play when the call queue picks up. I created an audio file using my headset and Audacity stating “Thank you for calling tech support. Please wait while we find an available agent.”

Supported audio formats are MP3, WAV and WMA.

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At this stage you can save and test the call queue, although it won’t do anything useful without any agents defined.

I clicked SAVE.

A TEST button is presented along with a configuration summary.

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Clicking the TEST button prompts to Open Skype for Business 2016?

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I clicked Open Skype for Business 2016 and received a pre-populated window with the service number.

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When you click to call it should ring and then play the greeting that was uploaded, followed by the hold music.

That worked for me so now I’ll move to setting it up so someone can answer.

Under the call queue details I clicked EDIT.

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I scrolled down and set the selected the Tech Support Call Queue distribution list.

Note: I created this distribution list specifically for this and had to wait overnight before the list was available to select in the drop down.

I scrolled down and set when the maximum number of calls is reached Forward call to this user and selected my name. In production this would likely be a generic voicemail box checked by multiple users or left as the default to disconnect the call.

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I scrolled down to When a call times out * and opened and set this to my account also. In practice this would also likely be a generic voicemail box checked by multiple users or left as the default to disconnect the call.

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I hope you’ve enjoyed reading about this long awaited feature.  Please ask a question in the comments.

 

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