Overview
Teams may let you control your availability as a queue agent if you are assigned to a call queue. You may be able to decide how your Teams presence influences call routing and opt in or out of receiving calls, depending on how the queue is set up.
Opting In and Out of a Queue
Employees can temporarily stop receiving calls from certain call queues. When attending meetings, taking lunch breaks, or completing work tasks that call for uninterrupted time.
To opt in or out:
- Open the Queues App in Teams.
- Locate your assigned queue.
- Select the Opt In or Opt Out toggle.
When opted out, queue calls will no longer be routed to you until you opt back in.
How Presence Affects Queue Calls
Many call queues use Presence-Based Routing.
When enabled:
- Available = Eligible to receive queue calls
- Busy = May not receive queue calls
- In a Meeting = May not receive queue calls
- Do Not Disturb = Typically excluded from routing
- Away = Often excluded from routing
Your Teams status can directly impact whether calls are delivered to you.
Expected Result
Queue calls should only be delivered when you are opted into the queue and meet the routing requirements established by the queue owner.
Contact IT if:
- Opt In/Out controls are missing
- Your status is Available but calls never arrive
- Queue calls continue while opted out