Add Users to Call Queues as Agents automatically
Users may need to be agents in multiple call queues. Managing their agent membership can be complicated and confusing. With Orto for Teams, we make this simple and quick.
Add Agents to Call Queues
Add users that should be agents to all the required call queues at once based on their job role or department
Assign agents to multiple queues in seconds
Creating queue groups allows you to package together all the call queues users need to be an agent of based on their job role.
You can then add them as an agent of these queues in 1-click
Direct, Distribution List, or Voice Enabled Channels
Orto for Teams supports all queue answering types. It does not matter if your queues are configured for direct agent, distribution list, or Teams voice enabled channels, Orto will add your users as agents.
Automate Teams Call Queue Assignment
Automate the agent membership of your call queues without using scripts or Teams Admin Center.
Managing call queues is no longer complicated
Create provisioning rules that automatically assign users to call queues based on their Entra ID attributes or Microsoft 365 group membership.
Once the user is enabled in Entra ID, Orto for Teams will detect the user and assign them to call queues matching their account profile. Leaving you to concentrate on more complicated IT issues.
Orto for Teams doesn’t just do call queue agent provisioning. With Orto you can provision Teams user policies, licenses, phone number assignment, and team members and owners.
Teams Call Queue Automation FAQs
Orto is able to add / remove agents to all types of Teams call queue configurations including:
- Direct Agent
- Distribution List
- Teams Voice Enabled Channels
You can add users as agents of call queues within a call queue group manually using our management portal.
You can change the queues within a group at any time.
When you add or remove a queue from a group, an user already assigned that group will be updated to reflect the current configured state.
Orto only works with Teams Call Queues.
We do have integrations with some 3rd Party Teams contact centers on our roadmap.
Orto is a provisioning solution that enables to process user MACDs automatically. At present, Orto does not let you configure how a call queue functions, this must be controlled using Teams Admin Center.
However, you can change the voice application policy assigned to the queue using Orto user persona management.