Call Routing Method in MS Teams Call queues

Call Routing Method is an important aspect while we configure Call queues in MS teams. Its important to understand so that agent doesn’t gets overloaded and shares equal loads of incoming calls. In MS teams we have 4 type of Routing method in call queues.

  1. Attendant routing will ring all the agent at same time. The agent who picks up the call first will get the call and it will stop ringing for rest all other agents.
  2. Serial routing as the name specify it will ring all the agents one by one. If first agent is not responding then it will go to the next. This process will repeat until call is picked or it times out.
  3. Round robin will distribute the calls equally. Classical sales representative scenario follow this approach. So that each sales executive get opportunity to sell their product.
  4. Longest idle is where call will be routed based on agent MS Teams status. Longer the agent is in available status means longer he is idle. If the agent presence is set anything other than available then calls won’t be routed to the agent.
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