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Creating online Call Queues in Skype

Written July 2020. Microsoft changes these admin screens often, so the screenshots below may not match what you see today. The sequence of steps is usually still correct — if something looks wrong, tell us and we'll update it.

Creating Online Call Queues

1.      In the Skype for Business Admin Center, click Call routing > Call queues.

2.      Click Add new.

3.      Like before, you’ll have several options to set.

  • Call Queue Name, Phone Number, and Domain

  •   The Greeting and Music to play while callers are on hold (for all our sake, pick some fun music!)

  • Which users should serve as call agents for this queue

  • The maximum queue size (default is 50, but it can go from 0 to 200) and wait time, as well as what happens when the queue is full & wait time is reached

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