The Queues app is a native Teams experience that extends the customer engagement capabilities of your organization. This collaborative call handling solution allows team members to manage customer calls and team leads to manage queues, access reports, and analyze data. You can pin the app to the left side of Teams for easy access.
Depending on permissions, your team can use the Queues app to:
- Handle incoming calls, whether they're PSTN or VOIP.
- Make outgoing calls on behalf of the call queues or auto attendants that you're assigned to.
- Review your call queue metrics and collaborate seamlessly with leads or colleagues within the flow of work.
- Monitor call queues and auto attendants in real-time, opt in or opt out your team members, generate performance reports, and configure the call queues and auto attendants.
Note
The Queues app is available by default if your organization has both a Teams Premium and Teams Phone license.
Launch the app
Once you've been authorized by your IT admin, the Queues app will be ready to use.
- Select View more apps
on the left side of the Teams window.
- Find the Queues app.
- You can pin the app to the bar by right-clicking it and selecting Pin.
View the call queue
Depending on how your organization is structured, you may have several call queues you can opt in to. From the Queues app, you can see available queues to join along the top of the window.
- Select the queue you would like to opt in to.
- Select Opt in.
Once opted in, you will start to receive calls from this queue. To opt out, return to the same button and select Opt out. This will remove you from the list of opted-in team members, and you will stop receiving calls.
Additionally, team leads can opt in or opt out their team members directly. Hover over their name and the Opt in/Opt out button will appear.
Note
If Presence-based routing is turned on in Call settings, team members must be both opted in and have their status set to Available in order to receive calls.
Interact with your team
Your teammates are grouped by their opt in/opt out status. To send a message or initiate a call, simply select a team member from the menu.
- Under Manage queue, select People.
- Click on the name of the person you would like to interact with. If you call a team member this way, you will have the option of choosing which phone number the outbound call uses.
Use the dialpad
Select Dialpad from the bottom left corner of the window to expand the view. From there, you can place outgoing calls.
If your organization has multiple outbound numbers to choose from, you will see a dropdown appear above the Call button, allowing you to choose which number you’d like to place outbound calls with.
View call history in the Queues app
Manage your call queue and auto attendant settings
Auto attendant and Call queue historical reports
Manage call queues and engage with customers wherever work takes you. The Queues app on Teams mobile (iOS and Android) enables mobile‑first, on‑the‑go workers to stay connected and responsive when handling customer calls.
With seamless mobile access, call representatives and supervisor leads can manage their assigned queues, control queue participation, and review call history - all from their mobile device.
If your organization uses Teams Phone and Teams Premium, eligible users can access the Queues app directly from the Teams mobile app to manage call queues while away from their desks.
With the Queues app on Teams mobile:
- Call representatives and supervisor leads can view the call queues they’re assigned to.
- Call representatives and supervisor leads can review queue details, including a complete list of all members associated with the queue.
- Call representatives can opt in or opt out of a queue’s call routing from their mobile device.
- Supervisor leads can bulk manage queue participation for their teams.
- Call representatives and supervisor leads can review their queue‑related call history on mobile.
With mobile‑first access to queues, teams can respond faster, handle calls more smoothly, and deliver a better customer experience - anytime, anywhere.
Launch the app
After you're authorized by your IT admin, the Queues app is ready to use.
Open the Teams mobile app, and then tap More in the tab bar. You might need to swipe through the app tray to find the Queues app.
Opt in or opt out of call queues
Open the Queues app to view all the call queues that you're added to.
On the home screen, tap the toggle next to each queue to opt in or out. When opted in, you'll start receiving calls from that queue.
To opt out, return to the same toggle and turn it off. This action removes you from the list of opted-in team members and you stop receiving calls from the queue.
Tap a queue to view all details. You can also opt in or out from here.
Opt in or opt out team members
If you're a supervisor lead, you can opt your team members in or out.
Opt in or opt out team members in bulk
Open a call queue and go to the People tab. Tap Opt agents in or Opt agents out to see the full list.
Select everyone that you want to opt in or out, and then apply the change in one go.
Opt in or opt out team members individually
Alternatively, tap a person's name to opt them in or out of the queue.
Make calls and view call history
When you select a call queue, you see two tabs under the queue name: People and Call history. The Call history tab shows your calls in the queue.
Tap an entry to call back or tap the timestamp for more actions.
Use the dialpad
To place outgoing calls, in the upper-right corner on the home screen of the Queues app, tap the Dialpad.
Interact with your team
Your teammates are grouped by their opt-in or opt-out status. To send a message or start a call, tap the name of the person you want to reach.
Once your IT admin has completed the setup and authorization process, the Queues app will be ready to use on your Teams Phone device.
Opt in or out of call queues
Select Queues on your Teams Phone to get started.
On the next screen, you’ll see available queues to join.
Select the toggle next to the queue to opt in or out.
Once opted in, you will start to receive calls from this queue.
To opt out, return to the same toggle and switch it off. This will remove you from the list of opted-in team members, and you will stop receiving calls.
Make calls and view call history
When you select a call queue, you’ll see two tabs under the queue name: Calls and People.
From the Calls tab you can view your call history.
Select any call in your history to see more detailed information and call that number back using the number associated with your call queue.
Currently, call history includes the past calls that you have picked up or calls that you have missed that have a voicemail.
In the People tab, you’ll see the Teams status of your Leads and people you’re Observing.
To see profile information and call options, select More options
next to the person’s name.
At any time, you can access the Dial pad
from the button at the bottom of the screen. If your organization has multiple outbound numbers to choose from, you will see a dropdown appear above the Call button, allowing you to choose which number you’d like to place outbound calls with.
