Main Content Region

Main Line

The main line, e.g. Department, that may ring on several extensions, but is not part of a Call Center.

Using Your Main Line

Below are the basics to utilize your main line. They are available whether using the Teams or Queues app (available to Staff).  

Main Lines are managed in a similar manner as Call Queues in the Teams interface.

Make a call

Calls Tab

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.

Make a call from Voicemail/History
  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.

      Call History options

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

Incoming calls appear as notifications within Teams, showing caller informationWindow when receiving call from queue 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.

Place a call on hold

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.

Hold button

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.

Transfer a 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.

Transfer button

Consult then transfer

If you want to check in with someone before you transfer a call to them, select More actions More options buttonConsult 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.

Access the Team
  1. Open Teams.
  2. Click the Teams tab Teams button.
  3. In the Teams pane, select the desired Team.
Example - Main Line Team
Post a message in the Team chat
  1. In Teams, select Teams Teams button.
  2. Select the desired Team.
  3. Select a channel.
    List of channels in Team
  4. Click Post or Announcement. 
     Post button
  5. Enter a subject and message, then click Post.
Change greeting message (supervisor only)

Supervisors/owners can change the greeting message.

  1. Select Settings and more Select to see more options next to your profile picture at the top of Teams.Screenshot of how supervisor can mofify business hours and customize the call center
  2. Select Settings Settings button.
  3. Go to Calls Audio call button.
  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.

Teams vs. Queues App

Staff may access the Main Line in two distinct ways (utilizing the advanced Queues App or via the standard Teams client), offering flexibility tailored to different user roles and needs.

Student employees may access the Main Line using the Teams app and do not have a license for the Queues app.

Teams Only

For general users and students. Participate in call queues directly within the standard Microsoft Teams client, managing calls through the familiar interface without requiring additional applications or premium licenses.

Set availability in Teams

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 from that queue.
    • Off = you’re signed out and won’t get calls.
Student Agent Opt in
Agent is on and will receive calls.

Queues App (Premium)

Offers advanced call management, detailed real-time metrics, and enhanced reporting capabilities for optimized performance and supervisor oversight.

Set availability in Queues app

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