Call Queues – Presence-Based Routing, Agent Opt-out, Agent Alert Time. What do I pick?

In a recent post, I covered the 4 methods that can be used to assign calls to agents of a Call Queue. In this post, we’ll continue with the rest of the configuration bits that can affect call distribution. Unlike the 4 methods, there’s no information buttons beside these options to help explain.

First up is Presence-based routing. This one is fairly easy – if you turn this on, only agents who are Available are offered calls. Agents who are in any other presence state will be skipped.

Next is a setting that allows agents to opt-out of being offered calls. This is done via the Teams client, and is a couple of clicks deep in to the options menu. The choices for the user are to receive or to not receive calls. There’s no option to set an expiry or schedule for this timer. In my experience, users will opt out of the queue and forget to opt back in. If your agents need to set different statuses for breaks or wrap-up time after handling a call, you can fudge these instead by setting presence to away or busy, and using the expiry timers there. Or, consider one of the many contact center options for Teams.

And finally, Agent Alert Time. This setting is used to establish how long a call is used by the serial and round robin options to determine when the call should move to ring the next agent in the list.

Up next is tips, tricks, and gotchas when configuring these settings