Main Line

1. Open Teams.
2. Click the Teams tab .
3. In the Teams pane, select the desired Team.

1. Access the Teams (see above).

2. Click Post in Channel.

   

3. Type a subject.
4. Type a message

5. Click Post

   

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

1. Access the Main Line 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 to that number.
   • Off = you’re signed out and won’t get calls to that number.

There are many ways to make a call.  One method is using the Calls tab.

1. Click the Calls tab.
2. Either dial a number using the keypad, search for a contact, or select from your speed dial list.
3. To call from the main line, click the arrow to the right of the Call button and select the Call as...

Check out other methods to make calls in Teams.

1. Click the Calls tab.
2. In History, click the All button.

   • Note: Click the All button to filter between Missed, Incoming, Outgoing, or Voicemail.

     

3. Select Voicemail from the dropdown.
4. Select More actions next to their name > Call back from the call history list. Alternately, move your mouse over the date of call and select Call .

Incoming calls appear as notifications within Teams, showing caller information and line name.

1. When you receive a call, a notification will appear.
2. Click Accept to answer or Decline to send to voicemail.

You can also choose to answer with video if the caller is using Teams.

During a call, on-screen controls appear.  

Select Hold at the top of your call window. You won't see this option if you're in a scheduled Teams meeting.

Everyone on the call is notified that they're on hold. You can continue your call by selecting Resume.

People on hold (including you) can't see or hear anyone else on the call, and screensharing is temporarily suspended. Everything returns to normal once you resume your call.

During a call, on-screen controls appear.  

Select Transfer at the top of your call window. You won't see this option if you're in a scheduled Teams meeting.

Consult then transfer

If you want to check in with someone before you transfer a call to them, select More actions > Consult then transfer.

Under Choose a person to consult, start typing the name of the person you want to reach and select them when they appear. You can call them or consult with them over chat. When you're ready, select Transfer.

Supervisors/owners can change the greeting message.

1. Select Settings and more next to your profile picture at the top of Teams.
2. Select Settings .
3. Go to Calls .
4. Select your main line you wish to modify at the top.
5. Find the "Greeting" section and select one of the following:
   • No greeting: Disables the greeting.
   • Add a greeting message: Type a new message that will be read aloud via text-to-speech.
   • Play an audio file: Upload an audio file (MP3, WAV, or WMA, under 5 MB).
6. Teams automatically saves changes in Settings.

Supervisors/owners can turn off Presence-Based Routing so that the calls to the main line/call center ring regardless of an agent's status in Teams.

1. Select Settings and more next to your profile picture at the top of Teams.
2. Select Settings .
3. Go to Calls .
4. Select your main line you wish to modify at the top.
5. Find the "Call handling and routing" section
6. Under the heading Presence-based routing, turn off the slider so that it is gray and the circle is on the left.
7. Teams automatically saves changes in Settings.