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Audi86 asked JimmyYang-MSFT commented

How to define which user gets the first call in Teams call queue channels?

Hi,

We are using Channels in Microsoft office Teams Call queue and I cant find a way to define which user gets the first call. I can do it if I select user and group option in call queue but if I choose channels then I cant find any way to prioritize users to get calls first?
thanks

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1 Answer

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JimmyYang-MSFT answered JimmyYang-MSFT commented

Hi @talhaahmed-4938

It depends on the presence of agent in the agent list. From the agent list in the lower right corner, you could know who is available to take calls. You could also try to check the call history to get it by selecting the calls in channel. For more details about it, you can refer to:

https://support.microsoft.com/en-us/office/manage-your-support-call-queue-in-teams-9f07dabe-91c6-4a9b-a545-8ffdddd2504e?ui=en-US&rs=en-US&ad=US#bkmk_viewcallqueue



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Hi @talhaahmed-4938

It has been a while, how is everything going?
If you have any update about this issue, please feel free to post back.

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@talhaahmed-4938

Haven't received your message for a long time.

Do you have any further issue on this topic? If the reply is helpful to you, you can try to mark it as a answer to close the thread.

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