Microsoft Teams: Queues app on phone devices

Soon, the Queues app will be generally available for agent experiences on Teams certified phone devices. The intuitive interface and real-time updates of the Queues app help agents manage incoming calls, provide assistance, and resolve issues efficiently.  This message is associated with Microsoft 365 Roadmap ID 416282.  When this will happen:  General Availability (Worldwide, GCC): We will begin rolling out mid-January 2025 and expect to complete late January 2024. General Availability (GCCH): We will begin rolling out mid-February 2025 and expect to complete late February 2024. General Availability (DoD): We will begin rolling out mid-May 2025 and expect to complete late May 2024. How this will affect your organization: This new feature experience includes a dedicated Queues app on the home screen, with an ability to view and opt-in/opt-out of all the call queues an agent is part of. Also, agents can view others on the line along with call history of the call queue. Agents also have access to built-in call controls that allow efficient call handling with the ability to take, hold, and transfer calls with speed and ease. Agents can also place outbound calls on behalf of the queue, preserving the privacy of the agent’s phone and presenting your organization’s brand. What you need to do to prepare: Please ensure that your Teams phone devices are updated with the latest application to get access to the new features. The features listed above will only be available with the latest application update. Also, for this feature to work, you need Teams Premium licensing. Message ID: MC942822

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