Call Center

A call center is a team that handles a large volume of phone calls, e.g. help desk, student support, etc. It is used to route, manage, and track calls efficiently.

Teams Phone Home Supervisor Guides Agent Guides

Call Center Implementation Phases

Timeline showing the key milestones for the Teams Phone migration - Preparation, Comprehensive Training, Migration, and Post-Migration Support

Call Center Flow

Diagram showing route of a call into a call center. It goes to an auto attendant and routes to appropriate line or available agent.

Team Site linked to the Call Center

Each Call Center is connected to a Team Site within the Teams application enabling call center members to answer calls directly within Teams and collaborate with colleagues. If your Call Center already has an established Team, the Call Center can be integrated into the established Team.

The Team site serves as your primary hub for managing all aspects of your call queues. Answer calls directly within the Teams application, access customer information easily, and collaborate with colleagues without switching between multiple platforms.

Agent Guides

An agent is a staff member or student assistant who answers and manages incoming calls on behalf of a department or call center.

Supervisor Guides

A Supervisor is a user who oversees a call center and manages specific configuration settings for the call center and call queue in Teams.