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.

There are many ways to make a call. One method is using the Calls tab.
- Click the Calls tab.
- Either dial a number using the keypad, search for a contact, or select from your speed dial list.
- 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.
- Click the Calls tab.
- In History, click the All button.
Note: Click the All button to filter between Missed, Incoming, Outgoing, or Voicemail.

- Select Voicemail from the dropdown.
- 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.
- When you receive a call, a notification will appear.
- 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.
- Open Teams.
- Click the Teams tab
.
- In the Teams pane, select the desired Team.
- In Teams, select Teams
.
- Select the desired Team.
- Select a channel.

- Click Post or Announcement.

- Enter a subject and message, then click Post.
Supervisors/owners can change the greeting message.
- Select Settings and more
next to your profile picture at the top of Teams.

- Select Settings
.
- Go to Calls
.
- Select your main line you wish to modify at the top.
- 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).
- 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 your availability, take a break, or manage your queue participation
- Access the Main Line in the Teams tab.
- Click Calls under Main Channels
- Click Calls in the top toolbar
- Click the Agents icon on the right

- 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.

Queues App (Premium)
Offers advanced call management, detailed real-time metrics, and enhanced reporting capabilities for optimized performance and supervisor oversight.
Set your availability, take a break, or manage your queue participation
- Click the Queues app on the left.
- See your status in the Quick access area.

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