This tutorial applies to the following operating system(s):
Windows
Macintosh
Overview:
Teams Premium is an add-on paid license that provides extra features in Teams. A full list comparing features of a standard Teams license and the additional Teams Premium license can be found in the link below:
Microsoft Teams Premium licensing - Microsoft Teams | Microsoft Learn
This article will highlight some of the features, requirements and how to purchase a license
- Teams Voice Premium Features
- Meetings Premium Features
- How to Purchase Teams Premium License
- Frequently Asked Questions
Teams Voice Premium Features
Requirements:
Quick Features List
For a full list please see: Manage voice applications policies in Microsoft Teams - Microsoft Teams | Microsoft Learn
Auto Attendant/ Call Tree
Call Queue
Quick How To
More information can be found in Microsoft's Documentation: Use the Queues app for Microsoft Teams - Microsoft Support
Installing the Queues App
- Once the Teams Premium License is assigned, you can install the Queues App through Microsoft Teams.
- Open Teams and click on the 3-dot ellipse in the left navigation bar. Search for "Queues" and app should appear. Click to add to Teams.
- Right click and select "Pin" to pin the icon for easier access.
- In the Queues App, you can view Real-time and Historical metrics for Auto Attendants and Call Queues that you are listed as an "Authorized User". Submit a ticket if you do not see a call queue or auto attendant that you are expecting.
Using the Queues App: Viewing Real-Time and Historical Metrics
- Open the Queues App within Teams from the left navigation bar.
- To manage an Auto Attendant or Call Queue, select the appropriate one from the list up top.
- If you do not see the Real-Time and Historical tabs, click on the Analytics link in the upper right.
- From this page, you should see every Call Queue and Auto Attendant that you are an authorized user as well as the agents.
Using the Queues App: Opting Agents in and Out of Call Queues
From the Queues app, hover over the agent and select the "Opt In" button.
To Opt an Agent out of a Call Queue, hover over the agent and select the 3-dot ellipse that appears by their name and select "Opt out"
Using the Queues App: Monitor Agents in Call Queue
Microsoft Documentation: Monitor and assist team members in the Queues app in Microsoft Teams - Microsoft Support
To monitor, click on the 3-dot ellipse next to an agent's name and select "Monitor". Any opted-in Agent can be monitored but only one agent can be monitored at a time. Agents are also sent a notification that they are being monitored. After turning monitoring is turned on, a small Teams window will open. Once the agent receives a call from the call queue, additional options will become available. All calls start at Monitoring (Listen to call without being heard) and can escalate to Whisper (Listen and talk but only agent can hear) and Barge (Join the call in progress).
If a call is already in progress, Monitoring cannot be turned on for that specific call. The agent must be under monitoring in order to utilize these features.
Managing Auto Attendants Through Teams: Manage Business Hours
Microsoft Documentation: Manage Business Hours
To manage the business hours for an auto attendant. Click on the 3-dot ellipse in the upper right of Teams and select "Settings". Find "Calls" option in the left navigation. All of the call queues and auto attendants that you have access to are listed along the top. After selecting the auto attendant, you will see the current business hour schedule as well as the greetings played during business hours and after business hours.
Managing Call Queues Through Teams
Microsoft Documentation: Manage your call queue and auto attendant settings in Microsoft Teams - Microsoft Support
In order to answer calls in a Call Queue, agents must be licensed with a regular Teams Voice license. If the following error pops up when attempting to add a user to the call queue, submit a Phone Request, requesting they be licensed for Teams Voice and assigned a phone number.
To access call queue settings, click on the 3-dot ellipse in the upper right by your profile picture and select "Settings". Find "Calls" option in the left navigation. All of the call queues and auto attendants that you have access to are listed along the top. After selecting the call queue, you can manage the users in the call queue as well as greetings.
If the call queue is associated with a Microsoft Team, adding members to the appropriate Team will add them to the call queue. They will still need to be licensed for Teams Voice to see the call queue in Teams.
Meeting Premium Features
Requirements:
- Teams Premium License
- Recommend Using the Teams Desktop Application for best experience
Quick Feature List:
For a full list of features see: Microsoft Teams Premium licensing - Microsoft Teams | Microsoft Learn
How to Purchase Teams Premium License
Important: Teams Premium is an annual subscription. Cost is prorated throughout the year.
To request Teams Premium, submit a Procurement Request here: Software Procurement Request. Request a quote for exact price.
Frequently Asked Questions