Teams - Queue Opt-in/Opt-out

A call queue in teams routes callers to people at JIBC who can help with a particular issue or question. Calls are distributed to members of the call queue, who are known as agents

A call queue will normally have a greeting message, play music for people waiting on hold in the queue, and route calls to available agents.

Members of a call queue have the option to opt in / opt out of the queue at any time. When you opt into the queue, you become an available agent and calls will be routed to you.

You can opt-in or opt-out from both the desktop version of Teams or, if installed on your mobile device, from the Teams mobile app.

 Opt-in/opt-out from Desktop 

1. In Teams, click Settings and more in the top right corner of the Teams window. This appears as an ellipsis (…).
   
2. From the drop-down menu, click Settings. The Settings window is displayed.
3. Click Calls from the menu on the left-hand side.
   
4. Scroll down to the Calls queues section.
5. All the call queues you are a member of will be listed. Click on the toggle to turn the queue on/off.
   
6. Close the Settings window by clicking on the Close window button (X) in the top right corner.

 Opt-in/Opt-out from Mobile App 

1. On your mobile device, open the Teams app.
2. Click on your profile button at the top left-hand corner of the screen. Your profile button will either be your initials or photo.
3. From the drop-down menu, click Settings.
   The Settings menu will be displayed.
4. Click Calling.
5. Scroll down to the Calls queues section.
6. All the call queues you are a member of will be listed. Click on the toggle to turn the queue on/off.
7. Exit Settings by clicking twice on the arrow (←) at the top left-hand corner of the screen.

 Using the Presence Indicator to set queue availability 

If you are attending a meeting or need to step away from your desk, the Teams presence indicator can be used to set your availability to answer calls in the queue.

The presence indicator is shown in the top right-hand corner of the Teams screen. It’s attached to your profile initials or photo. In this example, it is the green circle (indicating available) shown on the photo.

To change your availability:

1. Click on your initials or photo.
2. Click on the current status (e.g. available).
3. From the drop-down list, select the availability option.
4. You will only receive calls from the queue if your presence is set to AVAILABLE.
   

Important Note:

Your availability is synchronized to your Outlook Calendar. This means that if you have an event in your calendar, and the event shows you as “Busy”, your presence indicator in Teams will show as Busy.