In Microsoft Teams, when setting up a Call Queue, you can choose from three main call distribution methods: Round Robin, Attendant Routing, and Serial Routing. Here's a breakdown of each:
🔁 Round Robin Routing
- How it works: Calls are distributed evenly among agents.
- Example: If there are 3 agents (A, B, C), the first call goes to A, the second to B, the third to C, then back to A.
- Best for: Ensuring fair distribution of calls across agents.
👥 Attendant Routing
- How it works: All agents are rung simultaneously, and the first one to answer takes the call.
- Example: Caller enters the queue, and all available agents’ phones ring at once.
- Best for: Fastest response time; ideal when minimizing caller wait time is a priority.
🔗 Serial Routing
- How it works: Calls are offered to agents one at a time, in the order they are listed in the queue.
- Example: The system tries Agent A first. If A doesn’t answer within the timeout period, it tries Agent B, then C.
- Best for: Prioritizing certain agents or following a strict order of call handling.
📝 Summary Table
| Routing Type | Rings Agents Simultaneously | Fair Distribution | Prioritized Order | Fastest Response |
|---|---|---|---|---|
| Round Robin | ❌ | ✅ | ❌ | ⚠️ Depends |
| Attendant Routing | ✅ | ❌ | ❌ | ✅ |
| Serial Routing | ❌ | ❌ | ✅ | ❌ |
Would you like help choosing the best one for your organization's needs or configuring it in the Teams Admin Center? ~~~ copilot answer
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