Overview
Multiple employees can respond to calls from a shared phone number by using a call queue. Calls are distributed among a number of users according to set routing rules instead of being routed to a single individual.
Greetings and Call Routing
Before reaching an agent, callers may hear:
- Welcome greetings
- Recorded announcements
- Hold music
- Estimated wait messaging
After the greeting plays, Teams attempts to route the call to an available agent.