Call Queues - Agent Opt In/Out option

Owned by Andrea Aznar Porreca (Deactivated)
Last updated: Jul 09, 2021
1 min read

By default, a Call Queue will send calls to all its Agents; only the Agents who are Offline (Signed off) or have their Presence set to Do Not Disturb (DND) will not be called. The new Agent Opt In/Out option would allow Agents to control which Queues can send them calls at will. If Agent Opt Out option is enabled in a Queue, the Agents can make themselves available (Opt In) or unavailable (Opt Out) for this Queue at will. This option is available to both Online Agents and those hosted on-premises using Skype for Business Server 2015 or Lync Server 2013. By default, all Agents are Opted In for their Queues. 

How to Opt-in/Out from Teams

  1. In the Teams desktop app, click on your profile icon in the top right corner. 
    1. Click on the Settings tab
  2. Go to the Calls tab and scroll to the bottom to view the  Call Queues you are assigned to. Click the switch icon to opt in or opt out of the queue.