Microsoft Engineer Builds a CALL CENTER on Teams: Agents, Queues, Auto Attendant, IVR, Speech ++

[@CollaborationSimplified]

For questions about this video, join our free Community here: groups.google.com/g/collaborationsimplified Your question may have already been answered or you can start a new conversation to ask our experts.

[@TRex419]

Hi Shervin - friggin amazing. As a sole-practice attorney, I have been gobsmacked at casetext's co-counsel. I am not a programmer. The friendly functionality of copilot looks like nirvana. Please keep it up!

[@CollaborationSimplified]

Thank you! 👍

[@theanimecompiler0057]

This video saved my life and my client's company. 😂 Thank you for making this video, Shervin.

[@CollaborationSimplified]

Awesome, I'll add 'saving lives' to my resume 😀 You're welcome, glad it helped out!

[@Router994]

This was great, Really helpful for the ms-700 exam

[@CollaborationSimplified]

Awesome, glad to hear that!

[@swish_editzz]

Great stuff Collaboration Simplified

[@michaelrg100]

Pretty friendly and intuitive interface. Awesome video.

[@CollaborationSimplified]

Glad you liked it!

[@drone_pilot-aus]

I set up our Teams only call centre a month ago for a health care company in Australia. It works great! The operator enablement is important so people who can't press the menu options get routed to an agent! We also use caller-id's and channels for our agents. 8 queues in total.

[@alexanderhannon]

Thank you Shervin! This was a very helpful video :-) I was just wondering if its possible to bulk upload external telephone numbers to Microsoft Teams. Just so that when an external telephone number calls we can see who it is because we already have there number saved. I have only been able to add telephone numbers manually for each client. This will be helpful for when clients call our direct line.

[@sshevket4739]

Can we also have a video exploring the reporting aspects? I may have missed it, but can it call hunt groups? i.e. call each member of a particular team?

[@CollaborationSimplified]

Thank you, I'll add reporting to the list. Regarding 'hunt groups' - there is a serial routing mechanism: rings all call agents one by one in the order specified in the Call agents list. If an agent dismisses or doesn't pick up a call, the call will ring the next agent. This cycle repeats until the call is answered, times out, or the caller hangs up. There are other routing methods as well. You can find out more here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=agent-selection#step-4-select-your-agent-routing-options

[@JoseCobo-m8z]

Many thanks sir, I just subscribed!

[@CollaborationSimplified]

Awesome, thank you!

[@nelevejnovic5672]

Hi Shervin Is it better to make Teams Groups and channels or Security Group for CQ and mail enabled for voicemail. Then I need to make one mailvoice for each CQ

[@CollaborationSimplified]

Hi, that sounds like a smart approach. I haven't tried it but don't see why not. Let me know if it works out.

[@RomanTheUTubeWatcher]

Please share how this resolved

[@suprafiend111]

Hi Shervin! Is there a way you can put agents in a particular order to answer in a channel when in a que?

[@CollaborationSimplified]

Hello! I believe this would be 'Serial Routing' and is possible. More info here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=agent-selection#step-4-select-your-agent-routing-options

[@jeffsims5683]

Is IN-X a real company? Is there a website for it?

[@CollaborationSimplified]

It's not, I made it up to create the call center. You can call in to 949.313.8159 to test it out. Cool name huh? :)

[@nithingowda.m1031]

Hi what kind of Microsoft license do we need to setup a teams call center ? because in our business we use M365 E3 license but it doesn't support (Auto attendants ,call queues, holidays, resource accounts) it shows lock symbol.

[@CollaborationSimplified]

You'll need to add a Teams Phone license - that will unlock the features you mentioned. learn.microsoft.com/en-us/microsoftteams/here-s-what-you-get-with-phone-system

[@WebexRecon]

I'm impressed with the capability right out of the box.

[@BB17BBY]

Can the sub channels be Private too, or have to be Standard? Also, would this setup be good to support 20k users, or is that more an out-of-the-box workload pls?

[@CollaborationSimplified]

Limitation will be on how many agents you can have in a channel - how large is your call center and how is it broken up?

[@wmshanejones]

@@CollaborationSimplified I tried adding 'private' channels but during the CQ creation, I could select the Auto Attendant team that I created, but none of the 'private' channels would show up in the channel drop down... only the 'standard' channles would show. Is this how it's supposed to work?

[@CollaborationSimplified]

@@wmshanejones thanks for posting your question on the Google group! It'll help others find answers to similar issues 👍

[@pauliep8400]

Is there a way to create an automated callback feature where the caller in line in the agent queue can request a callback and the system will automate the callback by an available agent?

[@CollaborationSimplified]

Not yet - but stay tuned!

[@laurentneve3010]

Hi Shervin, that's a super video, thank you so much. One quick question: in your scenario you had the same agents in all the different queues, right? If I correctly understand, we can't have channels with different agents within the same group, right? If my agents are different for Sales vs Support, I need to create 2 groups? thank you

[@CollaborationSimplified]

Hi there! Part of this design is standard Microsoft Teams, ie, you have a Team, and the Team has channels. The idea here is we are 'voice enabling' the channels and tying them to the queue. In your case, I believe you'd create a Sales and Support Queue, and tie each queue to a channel. In each channel you'd have the agents corresponding to the queue. These could be the same people or different. Additionally agents can opt-in to receive calls or not. Hope this helps.

[@laurentneve3010]

Hi @@CollaborationSimplified, I'm not sure as the channels need to be standard (and not private), and with a standard channel, you can't change the members (it takes all the members from the group). Unless I missed something?

[@trieunguyen5211]

what are the limitations for ms teams contact center ie how many queues how many agents ...thank u

[@CollaborationSimplified]

Hello, you can add up to 200 agents via a Teams channel. You must be a member of the team or the creator or owner of the channel to add a channel to the queue. Some more info here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-answering

[@ntao.henshaw5661]

Thanks for useful information, well informed and explain in detail

[@CollaborationSimplified]

Thank you! Glad you liked it!!

[@MultitekGroup]

HI I need some Help , I have some Polycom CCX 400 Business Media IP Phone that did not come with Teams embedded them. Is it possible to have it initialized and setup for teams... That is to have it start up as team certified or Teams enabled Phones... Please Help we already have these phones for over 6 months but brand new

[@CollaborationSimplified]

Hello, can you post your question on your support group? Thank you groups.google.com/g/collaborationsimplified

[@nisargamin1496]

Hey! I was wondering what did you use to pick the call up? Mobile Phone or Microsoft Team. Thank you for all the information!

[@CollaborationSimplified]

Hi, I picked up the call using Teams. I believe Elon was logged in as the agent on Teams. You're most welcome!

[@ajjukumar1721]

How to redirect call option, if any of the user added in the resource account is out of office

[@CollaborationSimplified]

I believe the closest we can come is this level of exception handling: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#no-agents-optedlogged-in-set-how-to-handle-calls-when-no-agents-are-optedlogged-into-the-queue

[@stephenmichaele]

Great video, thanks!

[@CollaborationSimplified]

Glad you liked it!

[@asisarora04]

How about sub menus like selecting a language first and then having a menu for all different option Sales, etc

[@CollaborationSimplified]

Totally possible. You can nest auto attendants (aa). First aa lists the languages and then sends off to another aa that offers options.

[@asisarora04]

@@CollaborationSimplified ok so it has to be different auto attendants cant create sub menus in one auto attendant right? Do you have a video on this by any chance?

[@asisarora04]

@@CollaborationSimplified appreciate your prompt reply

[@CollaborationSimplified]

You're welcome. Yes, my understanding is it's via a different aa. Fairly easy to do. You basically redirect the menu item to either an Operator, a call queue, another voice app, a number, voicemail, an announcement, etc. I can share a screenshot on our support group if you ask there.

[@asisarora04]

@@CollaborationSimplified Thanks a lot I had an idea of doing this but just wasnt confident enough. I was able to make the sub menus out of it appreciate you