Call queues and auto attendants work together to automatically route callers to the right person or department. These features provide call centers with a means to manage large volumes of incoming phone calls.

Features

• Auto attendants provide menu options to guide callers quickly without relying on a human operator.
• Auto attendants can direct callers to specific people, call queues, external numbers, or voicemail based on caller input.
• Call queues act like waiting rooms, where callers wait on hold until an available agent can assist them.
• Specify different call routing options for business hours, off hours, and holidays.

Designed For

• Faculty
• Staff

Requirements

• An active DMC account.
• A college-provided phone extension.
• A Microsoft Teams Phone license.

Data Security

• Each auto attendant or call queue is tied to a unique resource account that is assigned a phone extension. These resources accounts are not enabled for sign-in.
• Only authorized users can configure auto attendants and call queues. These users will be designated by IT to make changes, if requested by a department supervisor.
• Departments can designate which call agents can answer calls from a call queue, and collaborate with IT on the best settings for their needs.

Get Started

• Raise a request for a new auto attendant and/or call queue.

Get Help

Get help with the following services:

• Call flow adjustments
• Call queue staff update
• Other auto attendant and/or call queue requests

Learn More

• Plan for Teams auto attendants and call queues
• Manage your call queue and auto attendant settings

Related Services

• Telephone and Voicemail