Boost Teams Call Center With The Queues App - By a Microsoft Engineer

[@CollaborationSimplified]

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[@kuwarashta9941]

Great work as always mate. I did have some queries around licensing though and would appreciate some assistance. Lets say if we have 5 agents who need to use Queues app, would each of those 5 agents each need a Teams Premium license if they have to use the Queues app? Also, is the supervisor added in as a Forced Authorization user in your demo video? Lastly, is there a limit on call concurrency i.e the number of calls a call queue can handle using the Queues app at any given time (simultaneous calls)?

[@CollaborationSimplified]

Thanks! Yes - if 5 agents require the functionality Queues App provides, then they will all need a Teams Premium license. It appears today the max calls in a queue is 200 (with our without queues app). learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#step-5-exception-handling-1

[@sureshbollipo]

Yes, user need Teams Premium license to use Queues app.. Agent can be part of CallQ and need not to use Queues app.. still can handle customer engagements as before In this case agents need not to be on Premium. Only admin/supervisor who need to manage the CallQ requires Premium Hope this clarifies

[@wallstrgod1301]

Hello, is there an estimated date/month when this will launch ?

[@CollaborationSimplified]

Hello, the estimate (bottom of article) is Summer 2024. techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-queues-app-enabling-customer-engagement-in/ba-p/4095971

[@TimBanting-t6s]

Does this also offer voicemail, reording and transcription, and conversation summarization? Or would I have to look towards Dynamics 365 Contact Center Voice

[@CollaborationSimplified]

That's a great question and all those are valuable features for a call center. We'll have to see how it's addressed once this becomes generally available.

[@ApexOneTech]

They really need to add a native solution for scheduling agents in the call queue. That's what's missing here. Other than the fact that it's October 2024 and the app is still in public beta :)

[@CollaborationSimplified]

It became Generally Available recently. Check it out.

[@vasireddy999]

How can we get the access to app, I'm not able to find it in the app search list, i would be great if you can show the process to add the app in to teams.

[@CollaborationSimplified]

Hello, it's not out yet.

[@kanthaveenamshashank]

Where can we find the Ques app PPT

[@CollaborationSimplified]

Speak to your Microsoft seller or partner. Generally the PPT's are not readily available.