Skype Academy presents: Call Queues Skype for Business 4/27/2018 7:42 PM Skype Academy presents: Call Queues Korneel Bullens Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Key learnings Skype for Business Online only 4/27/2018 7:42 PM Key learnings Skype for Business Online only Call Queues are used to distribute a large amount of calls Call Queue agents need Cloud PBX license Call Queues can be a routing target for Auto Attendants Call Queues help you assign calls to the right group of people Call Queue agents can be Users homed in Skype for Business Online with Cloud PBX PSTN calling optional Additional scenarios will be released post general availability Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Agenda Introduction Prerequisites for Call Queues Skype for Business 4/27/2018 7:42 PM Agenda Introduction Prerequisites for Call Queues Deploying Call Queues Operating Call Queues Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Training disclaimer This is a point of time view This session was recorded in August 2017 The features and functionality describe are current as of this date O365 is ongoing innovation We innovate on a constant basis New features and functionality are added frequently Always refer to latest trainings Go to http://aka.ms/sa-ccq for the latest version of this training Go to http://aka.ms/SkypeAcademy for more trainings Updates from July are marked with Source: https://aka.ms/aacq-update Updated Training from August 2017

Introduction Training from August 2017 Skype for Business 4/27/2018 7:42 PM Introduction Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What is Call Queues? Call Queues – provide automated call distribution for incoming calls Often used together with Auto Attendants Can have custom Corporate Greetings and Music On Hold Accepts up to 200 calls per instance and queues up calls to be serviced Automatically distributes the waiting calls in First In, First Out (FIFO) manner to the available Agents Allows to designate up to 50 Agents for the Call Queue Max Queue size and max allowed call wait time are configurable Can setup overflow or timed-out calls to go to another Call Queue, Auto Attendant, Voicemail, or Users Agent A Sales Department (Service Number) Agent B Agent C Training from August 2017

Comparison Training from August 2017 Online Call Queue Skype for Business Hunt Groups Location SfB Online SfB On Premises Routing Target Distribution\Security Group with up to 50 Online Users Distribution\Security Group with On Premises Users Text to Speech No Yes Speech to Text Custom Greeting Music on Hold Maximum Concurrent incoming Calls 200 per queue Hardware Based Routing Options Attendant Routing Attendant Routing, Round Robin, Last Active, Priority, parallel Agent Participation Informal Formal, Informal Sub Menus Overflow Option Training from August 2017

The caller’s experience Configurable greeting No default but configurable to “Welcome to Contoso, we are connecting you to the next available agent” Caller is connected to Agent Based on agent availability When maximum concurrent calls or timeout is reached Connect to different queue (overflow) Connect to Auto Attendant (overflow) Call can be disconnected Forwarded to a separate agent Directly to an agent’s voicemail Training from August 2017

The callee’s experience Call information Toast shows Call Queue Name and Caller’s ID Agent actions Can choose to pick up or not If call is picked up, Agent is connected with caller after the connection is complete (1-3 seconds) If call is ignored, no missed call notification is generated and next incoming call will be displayed Outgoing Calls can have the Call Queue Caller ID Updated Training from August 2017

Know-Before-You-Go (deploy) An optional greeting can be uploaded No text to speech Music Copyright Considerations For Music on Hold, make sure music is rights-free or royalties are paid Service Numbers must be available Service Numbers can handle a large amount of calls Service Numbers can be requested in a similar manner as User Numbers (limits apply) Service Numbers can be Toll and Toll-Free Toll-Free requires PSTN Consumption Billing Info behind the assignment of numbers: https://aka.ms/sa-orgaa-sn Training from August 2017

Attendant Routing Method 4/27/2018 7:42 PM Attendant Routing Method Customer Service Call Queue Call rings all the Agents in parallel Same as Attendant Routing in RGS Agents already in a call can get a new call from a Call Queue Only Agents Offline or on Do not Disturb will not get a call Agents can have multiple calls on hold New Call ringing Queue call A talking Queue call B On hold Queue call C On hold Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Prerequisites for Call Queues Training from August 2017

Agent Groups Distribution Lists and mail-enabled Security Groups Online or synched from on-premises Nested Distribution Lists are supported Need to be synchronized from Azure Active Directory (AAD) to Azure Address Book Service (AABS) Synchronization delay for new DLs and Security Groups: up to 4-6 hours DLs need to be in AABS before Call Queue can use them Cmdlet Find-CsGroup searches in AABS Distribution List membership updated each 30 minutes See DistributionListsLastExpanded in Get-CsHuntGroup Training from August 2017

Call Agents People who get calls distributed from a Call Queue Who can be a Call Agent? Online SfB Users with CloudPBX license homed in any of the tenant’s Regions No PSTN calling license needed! No PSTN Number needed! Using Windows Client (2013/2016), Mac Client (16.8.196+), iPhone\iPad (6.16.0) or Android (6.16.0.9) Who cannot be a Call Agent? On Premises SfB users Users with Cloud PBX with on premises PSTN connectivity (either via existing pool or CCE) External PSTN Numbers Training from August 2017 Updated

Call Queue Greetings Greetings are optional Pre-recorded greeting can be uploaded No text to speech MP3, WMA or WAV are supported Maximum file size is 5 megabytes Music on Hold or ringback is supported Custom Music on Hold is possible Training from August 2017

Agent Training is required Agents are part of agent groups When online, calls will be offered No agent option to sign in or out of agent groups Agent behavior affects call routing Do not disturb, or offline deflects calls Sometimes this status is triggered by accident Training from August 2017

Deploying Call Queues Training from August 2017

Satisfy Prerequisites Create Agent Group Create a security or distribution group and add the agents Create Service Numbers Info behind the assignment of numbers : https://aka.ms/sa-orgaa-sn Create Greeting (optional) Must be less than 5 megabytes Can be in WAV, MP3 or WMA Determine limits Max concurrent calls and waiting time Overflow Option Route to call queue, Auto Attendant, agent or disconnect call Training from August 2017

Configuration (GUI) Open SfB Online Admin Panel Open “Call Routing” Select “Call Queues” tab Use “+Add new” to add a new Call Queue Training from August 2017

Configuration (GUI) Name Phone Number Domain Greeting Music on Hold Display name for the queue Phone Number Use the drop down menu to select an existing service number Domain Select your SIP domain Greeting Upload your own optional greeting Music on Hold Use the default, none, or custom Music on Hold Training from August 2017

Configuration (GUI) Maximum Calls When the maximum number.. Select the maximum concurrent calls When the maximum number.. Select call queue, Auto Attendant, disconnect or route to fall back user How long a call can wait.. Specify the total waiting time in the queue before timeout When a call times out Click save when done Training from August 2017

Dial Out number suppression Call on behalf Outbound call will have the Auto Attendant or Call Queue display number Must be configured for each Call Queue\Auto Attendant Configure using Powershell: New-CsCallingLineIdentity -Identity "UKSalesQueue" -CallingIdSubstitute "Service" -ServiceNumber 14258828080 -EnableUserOverride $False -Verbose Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity AmosMarble@contoso.com Updated Training from August 2017

Configuration (Powershell) New-CSHuntGroup Used to create the new Call Queues Get-CSHuntGroup Used to retrieved Call Queues Set-CSHuntGroup Used to create configuration changes in Call Queues Remove-CSHuntGroup Used to remove Call Queues Training from August 2017

Powershell Example Creating a Call Queue Configuring a Call Queue New-CsHuntGroup -Name “Contoso helpdesk” -AgentAlertTime 30 –DistributionLists “DistList1”, “DistList2” -MusicOnHoldFileName “moh.wav” -OverflowAction Forward OverflowActionTarget “sip:helpdesk2@litwareinc.com” -OverflowThreshold 100 -RoutingMethod Parallel -TimeoutAction Busy -TimeoutThreshold 300 -WelcomeMusicFileName “welcome.wav” Configuring a Call Queue Set-CsHuntGroup -PrimaryUri “sip:helpdesk@ litwareinc.com” -Name “Contoso helpdesk2” -AgentAlertTime 60 -DistributionLists “DistList3”, “DistList4” -TimeoutAction Busy -TimeoutThreshold 300 Removing a Call Queue Remove-CsHuntgroup -PrimaryUri “sip:helpdesk@litwareinc.com” Viewing a Call Queue Get-CsHuntgroup -PrimaryUri “sip:helpdesk@litwareinc.com” Training from August 2017

Operating Call Queues Training from August 2017

Call Queue Management In the Skype for Business Admin Panel Open Call Routing Training from August 2017

Testing Call Queues Testing Call Queues can be done by using the “Test” Button Will call your Call Queue In case of issues Open a Support Ticket Training from August 2017

Call Queue Migration Training from August 2017 Skype for Business 4/27/2018 7:42 PM Call Queue Migration Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Inventory of on premises Call Queues Inventory existing Call Queues Does Call Queues provide the functionality you need? Can you adapt or should you wait? Port numbers Temporary numbers can be acquired to stage the Call Queues Training from August 2017

Summary and resources Training from August 2017 Skype for Business 4/27/2018 7:42 PM Summary and resources Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Key learnings Skype for Business Online only 4/27/2018 7:42 PM Key learnings Skype for Business Online only Call Queues are used to distribute a large amount of calls Call Queue agents need Cloud PBX license Call Queues can be a routing target for Auto Attendants Call Queues help you assign calls to the right group of people Call Queue agents can be Users homed in Skype for Business Online with Cloud PBX PSTN calling optional Additional scenarios will be released post general availability Training from August 2017 © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Resources Auto Attendant training Call Queues on TechNet https://aka.ms/sa-orgaa Call Queues on TechNet https://technet.microsoft.com/en-us/library/mt796459.aspx Trainings, trainings, trainings https://www.skypeoperationsframework.com/academy Skype Feedback http://www.skypefeedback.com Skype Preview http://www.skypepreview.com Latest Update on Call Queues & Auto Attendant https://aka.ms/aacq-update Training from August 2017

Community & Blog Community Blog Training from August 2017 Discuss, ask and provide feedback https://aka.ms/sofcommunity Blog Stay up to date with latest training releases https://aka.ms/sof-blog Training from August 2017