1. 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.

2. 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.

3. 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.

4. 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 for the latest version of this training
Go to for more trainings
Updates from July are marked with
Source:
Updated
Training from August 2017

5. 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.

6. 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, Voic , or Users
Agent A
Sales Department
(Service Number)
Agent B
Agent C
Training from August 2017

7. 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

8. 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 voic
Training from August 2017

9. 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

10. 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:
Training from August 2017

11. 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.

12. Prerequisites for Call Queues
Training from August 2017

13. 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

14. 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 ( ), iPhone\iPad (6.16.0) or Android ( )
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

15. 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

16. 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

17. Deploying Call Queues
Training from August 2017

18. Satisfy Prerequisites
Create Agent Group
Create a security or distribution group and add the agents
Create Service Numbers
Info behind the assignment of numbers :
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

19. 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

20. 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

21. 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

22. 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 EnableUserOverride $False -Verbose
Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity
Updated
Training from August 2017

23. 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

24. 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 -OverflowThreshold 100 -RoutingMethod Parallel -TimeoutAction Busy -TimeoutThreshold 300 -WelcomeMusicFileName “welcome.wav”
Configuring a Call Queue
Set-CsHuntGroup -PrimaryUri litwareinc.com” -Name “Contoso helpdesk2” -AgentAlertTime 60 -DistributionLists “DistList3”, “DistList4” -TimeoutAction Busy -TimeoutThreshold 300
Removing a Call Queue
Remove-CsHuntgroup -PrimaryUri
Viewing a Call Queue
Get-CsHuntgroup -PrimaryUri
Training from August 2017

25. Operating Call Queues
Training from August 2017

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

27. 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

28. 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.

29. 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

30. 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.

31. 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.

32. Resources Auto Attendant training Call Queues on TechNet
Call Queues on TechNet
Trainings, trainings, trainings
Skype Feedback
Skype Preview
Latest Update on Call Queues & Auto Attendant
Training from August 2017

33. Community & Blog Community Blog Training from August 2017
Discuss, ask and provide feedback
Blog
Stay up to date with latest training releases
Training from August 2017