Efficient call management in the enterprise is essential for smooth communication and optimal customer service. Microsoft Teams has just rolled out a new feature that assigns priorities to calls in queues, ensuring more strategic handling of requests. In this article, we’ll explore this new feature and its benefits for businesses.
🏆 Prioritize calls for greater efficiency
With this new feature, Teams administrators can now configure a system of priorities within queues. This means that calls will no longer be handled in order of arrival only, but according to their importance.
Calls are ranked on a scale of 1 to 5:
- 🟢Very High Priority
- 🔵High Priority
- ⚪️Priority Normal (default)
- 🟠Low priority
- 🔴Very Low Priority
When agents become available, they receive the call with the highest priority and the longest waiting time first.
📞 Practical use cases
This feature is particularly useful in a number of scenarios, such as :
- Technical support : A company offering different subscription levels can ensure that premium customers receive prompt assistance.
- Emergency services: Calls requiring an immediate response can be given top priority.
- Complex queue management: When a call is transferred by an automated assistant, it can retain its initial priority level, ensuring continuity in processing.
🛠 Example 24/7 Support
Let’s imagine the scenario of a 24/7 IT technical support center. It can use call priorities to ensure that urgent requests are dealt with quickly, without disrupting the flow of other calls.
Setting the scene :
Imagine a SaaS company offering technical support to its subscription-based customers.
- Premium customers benefit from high priority (e.g. level 1 or 2).
- Standard customers have normal priority (level 3).
- Non-urgent requests such as queries can be given low priority (level 4 or 5).
🔧 Configuration via PowerShell
Currently, call prioritization must be configured via PowerShell. It’s important to note that any modification made in the Teams Administration Center resets the priority configuration, which means that all future modifications must be managed exclusively via PowerShell.
💡 To remember:
- Agents handle calls according to priority, not waiting time.
- Users receive no indication of call priority.
- It is advisable to keep the most extreme priority levels available for more flexible management.
🏁 Conclusion
Thanks to the implementation of call priorities in Microsoft Teams, companies can now optimize the management of their communications and guarantee a more responsive and structured service. Better call organization improves team efficiency and ensures a smooth, frustration-free user experience.
🎬As soon as I have a bit of time, I’ll put together a short YouTube video to show you how to configure everything with PowerShell.
