Overview
Queue owners are responsible for managing who receives calls and how those calls are handled.
Managing Members
Queue owners can:
- Add new agents
- Remove agents
- Configure agent participation
- Review queue assignments
Changes typically take effect within several minutes.
Managing Greetings
Greetings allow departments to provide information before callers reach an agent.
Examples include:
"Thank you for calling the IT department."
"Please stay on the line and the next available representative will assist you."
Owners may upload recordings or use text-to-speech greetings.
Configuring Business Hours
Hours are determined on how calls are handled during open and closed periods.
Queue owners may configure:
- Open hours
- Closed hours
- Holiday schedules
- After-hours routing
Link: https://support.microsoft.com/en-us/teams/calls-devices/manage-your-call-queue-and-auto-attendant-settings-in-microsoft-teams