Book Image

Expert Microsoft Teams Solutions

By : Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles
Book Image

Expert Microsoft Teams Solutions

By: Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles

Overview of this book

Microsoft Teams is an invaluable tool that can integrate various Microsoft products into a single convenient hub. But making the most of it often requires expert help and hours spent on calls and live chats. If you’d rather have all the information you need to make the most of Teams in one place, then this book is for you. Written by two Microsoft technical specialists who have spent years helping clients find the best way to utilize Teams, this book will help you understand Teams as a whole — from architecture and collaboration through to apps and voice. You’ll study the platform from the perspective of the end user as well as the administrator, gaining insights and learning from real-life examples. You’ll tackle adopting, implementing, and administering Teams efficiently, which will help you realize its full potential. From setup and deployment to modernizing your organization’s chat and voice infrastructure, you’ll get plenty of useful and actionable tips as you progress. By the end of your journey through this book, you’ll be able to design and implement the most important and exciting aspects of Microsoft Teams help your organization work more efficiently.
Table of Contents (27 chapters)
1
Part 1: Collaboration and Apps
Free Chapter
2
Chapter 1: Taking a Tour of Microsoft Teams
6
Part 2: Meetings
10
Part 3: Bots and Development
14
Part 4: Voice
19
Part 5: Administration

Configuring call queues

Call queues allow for calls to be distributed to a group of Teams users. When inbound calls are received by a number connected to a call queue, the call will be serviced by a group of Teams users known as queue agents. Calls are distributed one at a time to the queue agents.

To set up call queues, you will need to create a resource account using the steps earlier in this chapter under the Configuring resource accounts section. Then, follow these steps:

  1. Navigate to the Teams admin center (https://admin.teams.microsoft.com).
  2. On the left pane, expand Voice and then select Call queues.
  3. Click Add.
  4. Enter a name for your call queue.
  5. Under Resource accounts, click Add to add the resource account you wish to link to this call queue.
  6. Search for resource accounts by entering a display or username. Multiple resource accounts can be added to a call queue to support multiple dial-in numbers. Click Add for each resource account to add to...