Department lines are primarily configured utilizing one or a combination of these three features: Call Queue, Auto Attendant and Common Area Phone.
IT will consult with each department to determine the best combination of features to meet your department’s business needs.
A call queues is a feature in Teams Calling that allow more dynamic routing of incoming calls. Some available call queue options include:
An auto-attendant is a feature in Teams Calling that automatically answers incoming calls and prompts callers with a pre-recorded menu of options to direct their call to the appropriate destination, such as a specific extension, department, recorded information, or voicemail. Auto attendants are especially helpful for managing high call volumes efficiently and providing basic information and handling calls outside of business hours.
A common area phone is a physical phone usually located in a shared space, such as a lobby or other accessible area, to enable multiple people to make calls. Examples of such spaces include reception areas, lobbies, or conference rooms.
IMPORTANT NOTE:
As part of the Teams Calls transition, a new number may need to be assigned to phone equipment being deployed as a Common Area Phone. This is usually due to a department line being configured as Call Queue or Auto Attendant. The Common Area Phone needs its own unique number to be a member of a Call Queue or Auto Attendant. (Depending on your department’s needs, the new Common Area Phone number may never be advertised. For example, outgoing calls made from this line can be programmed to show the Call Queue number it is a member of or the Auto Attendant it is associated with).