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Agent Guides

Agent

An agent is a staff member or student assistant who answers and manages incoming calls on behalf of a department or call center. Agents serve as the first point of contact for callers, helping to provide information, resolve issues, or connect the caller to the right person or resource.

How Agents Access & Use Call Queues

 

Access the Call Center
  1. Open Teams.
  2. Click the Teams tab (the little people icon on the left).
  3. In the Teams pane, select the desired Call Center.
Example Call Center Team Site
See incoming call notification

Incoming calls appear as notifications within Teams, showing caller information and queue order.

Steps coming...

Answer call in queue

Steps coming...

Set availability (Staff/Faculty)

Set your availability, take a break, or manage your queue participation

  1. Click the Queues app on the left.
  2. See your status in the Quick access area.

Opted in view for Agent

To change status:

  1. Move your mouse over the status, e.g. Opted-in. The text changes to a button.
  2. Click the button.

Opt out button for agent

Set availability (Student)

Set your availability, take a break, or manage your queue participation

  1. Access the Call Center in the Teams tab.
  2. Click Calls under Main Channels
  3. Click Calls in the top toolbar
  4. Click the Agents icon on the right
  5. Flip the toggle switch:
    • On = you’re signed in and will receive calls from that queue.
    • Off = you’re signed out and won’t get calls.
Student Agent Opt in
Agent is on and will receive calls.
 

 

 
 
 

 

 

 

 
 

 

 
  • Advanced Call Controls - Answer, hold, transfer, and conference calls using intuitive controls integrated directly into the Teams calling interface.