MEAPSA

Configure auto attendants and call queues

Understand how auto attendants and call queues in Microsoft Teams can interact with callers to ensure they're connected your agents as quickly as possible. You'll also learn how to set up auto attendants and call queues.

Administrator

Microsoft 365

Microsoft Teams

Module Objectives

At the end of this module, you'll be able to:

Describe the differences between auto attendants and call queues.
Design an auto attendant to gather information from callers.
Explain how to set up auto attendants to implement your plan.
Demonstrate how to plan call queues to manage many callers.
Describe how to configure call queues to alert agents and route calls.
Explain how to plan licensing for auto attendants and call queues.

Units

Introduction min
Design call flows for auto attendants and call queues min
Configure auto attendants and call queues min
Deploy a channel-based call queue min
Configure resource accounts min
Configure Microsoft 365 groups for voicemail min
Interpret call queue conference modes min
Interpret call queue routing methods min
Configure holidays for auto attendants and call queues min
Configure custom music on hold min
Knowledge check min
Summary and resources min

Prerequisites

Familiarity with administrating Microsoft Teams
Awareness of Microsoft Teams Phone