Mastering Office 365 Administration

Call queues

The call queues option work a bit differently from auto attendants. They're designed to take many incoming calls and route them to a pool of available agents. 

To start, you give the call queue a name and assign a service number. This is handled in the usual way. 

One disappointing feature of a call queue is that you can't use the text-to-speech function to create a custom greeting the way you can elsewhere. Your only option is to upload an audio file. However, you can choose to upload your own hold music instead of using the default. The file still needs to be under 5 MB though, so it isn't like you can give callers a very long playlist. 

Call distribution options include all-at-once and serial. The former is best for small teams ...