Call Queue Opt-In or Opt-Out

Step 1: Open Settings

  • In Teams, select More options (...) in the upper-right corner.
  • Select Settings.

    Opening the settings menu

 

Step 2: Go to Calls and find your queue tab

  • In Settings, select Calls from the left menu.
  • At the top of the Calls page, look for tabs. Personal is your own call handling. The queue tab uses the queue name, such as TestQ.

Important: The opt-in / opt-out switch is not on the Personal tab. Select the queue tab at the top of the Calls page

The calls setting menu

Step 3: Select the queue and use the receive-calls switch

  • Select your queue tab, for example TestQ.
  • Find Receive calls from this queue.
  • Set the switch to On to opt in. Set it to Off to opt out.

Queue receive calls switch

Step 4: Confirm the setting

 

  • Opted in: The switch shows On. You can receive calls from that queue when Teams routes calls to you.
  • Opted out: The switch shows Off. You are off duty for that queue. Your normal Teams calls may still ring you.

Zoomed view of the queue area:

Zoomed view of the queue area

Allow a short delay: Teams may take up to 2 minutes for other agents to see your change. If a call was already ringing before you opted out, it may still appear briefly.

 
 
Print Article