Microsoft Engineer Builds a CALL CENTER on Teams: Agents, Queues, Auto Attendant, IVR, Speech ++
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- Опубликовано: 9 июл 2024
- Join Shervin Shaffie, Principal Technical Specialist at Microsoft, as he builds a call center on Microsoft Teams. He will cover auto attendants, call queues, resource accounts, as well as building teams and channels for agents. This video builds on his prior videos so make sure you check those out first:
1 - Microsoft Teams CONTACT CENTER | Discover The Possibilities: • Microsoft Teams CONTAC...
2 - How To Build a Call Center Using Only Microsoft Teams: • How To Build a Call Ce...
3 - What Is A Microsoft Teams Phone System: • What Is A Microsoft Te...
4 - MICROSOFT CALLING PLANS for Teams Phone: • MICROSOFT CALLING PLAN...
0:00 Intro
0:16 Prerequisites
1:52 High level design
3:47 Who's call center is this?
4:45 Auto Attendants
7:02 Call Queues
7:28 Resource Accounts
8:43 Building a Team of Agents
14:21 All Queues Built
17:15 Buying a Resource Account License
18:23 Assigning a number to the call center
19:50 Testing the call center built
Videos built after this was created, related to Teams Call Centers:
5 - Call Center REPORTS on Microsoft Teams: • Call Center REPORTS on...
6 - Next Gen Call Center built by Microsoft Teams | Queues app for agents & supervisors: • Next Gen Call Center b...
For questions about this video or other content on this channel, join our free Community and start a conversation: groups.google.com/g/collabora...
Prerequisites: learn.microsoft.com/en-us/mic...
Resource Accounts: learn.microsoft.com/en-us/mic...
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/ @collaborationsimplified
✍️ Welcome your comments below!
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This video represents the opinions of Shervin Shaffie and his guests to the video and does not reflect the opinions of Microsoft, affiliates, or the companies with which this video's participants are affiliated with.
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#microsoftteams #callcenter
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For questions about this video, join our free Community here: groups.google.com/g/collaborationsimplified
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I set up our Teams only call centre a month ago for a health care company in Australia. It works great! The operator enablement is important so people who can't press the menu options get routed to an agent! We also use caller-id's and channels for our agents. 8 queues in total.
I'm impressed with the capability right out of the box.
This video saved my life and my client's company. 😂
Thank you for making this video, Shervin.
Awesome, I'll add 'saving lives' to my resume 😀 You're welcome, glad it helped out!
Great stuff Collaboration Simplified
Hi Shervin - friggin amazing. As a sole-practice attorney, I have been gobsmacked at casetext's co-counsel. I am not a programmer. The friendly functionality of copilot looks like nirvana. Please keep it up!
Thank you! 👍
Pretty friendly and intuitive interface. Awesome video.
Glad you liked it!
Thanks for useful information, well informed and explain in detail
Thank you! Glad you liked it!!
This was great, Really helpful for the ms-700 exam
Awesome, glad to hear that!
Great video, thanks!
Glad you liked it!
Many thanks sir, I just subscribed!
Awesome, thank you!
Is there a way to create an automated callback feature where the caller in line in the agent queue can request a callback and the system will automate the callback by an available agent?
Not yet - but stay tuned!
Hi Shervin, that's a super video, thank you so much. One quick question: in your scenario you had the same agents in all the different queues, right? If I correctly understand, we can't have channels with different agents within the same group, right? If my agents are different for Sales vs Support, I need to create 2 groups? thank you
Hi there! Part of this design is standard Microsoft Teams, ie, you have a Team, and the Team has channels. The idea here is we are 'voice enabling' the channels and tying them to the queue. In your case, I believe you'd create a Sales and Support Queue, and tie each queue to a channel. In each channel you'd have the agents corresponding to the queue. These could be the same people or different. Additionally agents can opt-in to receive calls or not. Hope this helps.
Hi @@CollaborationSimplified, I'm not sure as the channels need to be standard (and not private), and with a standard channel, you can't change the members (it takes all the members from the group). Unless I missed something?
Hey! I was wondering what did you use to pick the call up? Mobile Phone or Microsoft Team. Thank you for all the information!
Hi, I picked up the call using Teams. I believe Elon was logged in as the agent on Teams. You're most welcome!
what are the limitations for ms teams contact center ie how many queues how many agents ...thank u
Hello, you can add up to 200 agents via a Teams channel. You must be a member of the team or the creator or owner of the channel to add a channel to the queue. Some more info here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-answering
Hi Shervin
Is it better to make Teams Groups and channels or Security Group for CQ and mail enabled for voicemail. Then I need to make one mailvoice for each CQ
Hi, that sounds like a smart approach. I haven't tried it but don't see why not. Let me know if it works out.
Please share how this resolved
Can we also have a video exploring the reporting aspects? I may have missed it, but can it call hunt groups? i.e. call each member of a particular team?
Thank you, I'll add reporting to the list. Regarding 'hunt groups' - there is a serial routing mechanism: rings all call agents one by one in the order specified in the Call agents list. If an agent dismisses or doesn't pick up a call, the call will ring the next agent. This cycle repeats until the call is answered, times out, or the caller hangs up.
There are other routing methods as well. You can find out more here: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=agent-selection#step-4-select-your-agent-routing-options
HI I need some Help , I have some Polycom CCX 400 Business Media IP Phone that did not come with Teams embedded them. Is it possible to have it initialized and setup for teams... That is to have it start up as team certified or Teams enabled Phones... Please Help we already have these phones for over 6 months but brand new
Hello, can you post your question on your support group? Thank you groups.google.com/g/collaborationsimplified
Can the sub channels be Private too, or have to be Standard? Also, would this setup be good to support 20k users, or is that more an out-of-the-box workload pls?
Limitation will be on how many agents you can have in a channel - how large is your call center and how is it broken up?
@@CollaborationSimplified I tried adding 'private' channels but during the CQ creation, I could select the Auto Attendant team that I created, but none of the 'private' channels would show up in the channel drop down... only the 'standard' channles would show. Is this how it's supposed to work?
@@wmshanejones thanks for posting your question on the Google group! It'll help others find answers to similar issues 👍
Hi what kind of Microsoft license do we need to setup a teams call center ?
because in our business we use M365 E3 license but it doesn't support (Auto attendants ,call queues, holidays, resource accounts) it shows lock symbol.
You'll need to add a Teams Phone license - that will unlock the features you mentioned. learn.microsoft.com/en-us/microsoftteams/here-s-what-you-get-with-phone-system
How to redirect call option, if any of the user added in the resource account is out of office
I believe the closest we can come is this level of exception handling: learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#no-agents-optedlogged-in-set-how-to-handle-calls-when-no-agents-are-optedlogged-into-the-queue
How about sub menus like selecting a language first and then having a menu for all different option Sales, etc
Totally possible. You can nest auto attendants (aa). First aa lists the languages and then sends off to another aa that offers options.
@@CollaborationSimplified ok so it has to be different auto attendants cant create sub menus in one auto attendant right? Do you have a video on this by any chance?
@@CollaborationSimplified appreciate your prompt reply
You're welcome. Yes, my understanding is it's via a different aa. Fairly easy to do. You basically redirect the menu item to either an Operator, a call queue, another voice app, a number, voicemail, an announcement, etc. I can share a screenshot on our support group if you ask there.
@@CollaborationSimplified Thanks a lot I had an idea of doing this but just wasnt confident enough. I was able to make the sub menus out of it appreciate you
Is IN-X a real company? Is there a website for it?
It's not, I made it up to create the call center. You can call in to 949.313.8159 to test it out. Cool name huh? :)