Setup - Shared Call History for Call Queue

This article is for IT pros and Teams administrators who want to use Shared Call History to show missed, answered, and outbound call activity.

Planning and licensing review

Planning

• Overview of Teams Phone Agent, Auto Attendant, and Call Queue
• Shared call history
• Getting started

Licensing

• Auto Attendant and Call Queue

Known issues

None.

Prerequisites

• Conference mode is enabled on the call queue.

What's new for shared call history in the past six months

Nothing new in the last six months.

Shared Call History template

The Shared Call History template is used for both call queues and auto attendants.

This Shared Call History for Call Queue article describes the call queue options highlighted in the following image:

See Shared Call History for Auto Attendant for details on configuring Shared Call History for auto attendants.

Shared Call History for Call Queue

Representatives (agents) and supervisors are able to see an evolving history of missed calls, calls that are returned, and voicemails that are listened to. Shared Call History for call queues enables representatives to ensure that every call that takes place within a call queue is handled efficiently. It also enables supervisors to better track and manage the activities of their representatives.

When enabled, Shared Call History for call queues allows authorized users and representatives to see the following activity for the queue:

• Missed calls.
• Shared voicemails.
• Status of each call log, whether it's in progress, resolved, or unresolved.
• Call times and duration.
• Call participants.

With Shared Call History for call queues, representatives are able to:

• Call back customers whose calls they missed.
• Call back customers who left voicemails.

Incoming missed calls

Incoming missed calls include:

• Abandoned calls - the caller hangs up before being answered or before timing out.
• Call exceptions - calls that receive the timeout, overflow, or no agents treatment where the destination is Shared voicemail.

Answered and outbound

Answered and outbound calls include calls answered by representatives in the queue, and outbound calls made by representatives on behalf of the queue.

Call queue nesting

If a call arrives in call queue A and exception handling (overflow, timeout, no agents) redirects it to call queue B, the missed and answered call history is associated with call queue B.

Shared Call History templates

A Shared Call History template defines the type of call queue history that's available and who can see it.

The same Shared Call History template can be used across multiple call queues.

When a Shared Call History template is changed, all the call queues that reference the template are also changed.

Create the Shared Call History template

1. In the Teams admin center, go to Voice > Templates and resources.
2. Select Templates.
3. Select Shared call history as the template type.
4. Select Add to create a new Shared Call History template.
5. Enter a name for the template.
6. Enter a description for the template.
7. Select the appropriate Incoming missed calls permission level.
8. Select the appropriate Answered and outbound calls permission level.
9. Select Save.

Assign the template to the call queue

1. In the Teams admin center, go to Voice > Call queues.
2. Select the call queue you want to have shared call history for.
3. On the General info tab, scroll to find the Shared call history template section.
4. Select the appropriate Shared Call History template from the dropdown.
5. Select Submit.

PowerShell examples

Authorized users see incoming missed calls

New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Missed call history" -Description "Auth users see missed call history" -IncomingMissedCalls AuthorizedUsersOnly

Authorized users and agents see incoming missed calls

New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Missed call history" -Description "Everyone sees missed call history" -IncomingMissedCalls AuthorizedUsersAndAgents

Authorized users see outgoing and answered calls

New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Answered and outgoing" -Description "Auth users see answered and outgoing call history" -AnsweredAndOutboundCalls AuthorizedUsersOnly

Authorized users and agents see outgoing and answered calls

New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Answered and outgoing" -Description "Everyone sees answered and outgoing call history" -AnsweredAndOutboundCalls AuthorizedUsersAndAgents

Authorized users see incoming missed calls, outgoing calls, and answered calls

New-CsSharedCallQueueHistoryTemplate -Name "Auth Users – Missed and answered and outgoing" -Description "Auth users see missed, answered and outgoing call history" -IncomingMissedCalls AuthorizedUsersOnly -AnsweredAndOutboundCalls AuthorizedUsersOnly

Authorized users and agents see incoming missed calls, outgoing calls, and answered calls

New-CsSharedCallQueueHistoryTemplate -Name "Everyone – Missed and answered and outgoing" -Description "Auth users and agents see missed, answered and outgoing call history" -IncomingMissedCalls AuthorizedUsersAndAgents -AnsweredAndOutboundCalls AuthorizedUsersAndAgents

Assign a Shared call queue history template to a call queue

Get-CsSharedCallQueueHistoryTemplate | Select-Object Id, Name

Set-CsCallQueue -Identity <CallQueueGUID> -SharedCallQueueHistoryTemplateId <ID from above>

Related articles

Set up a Call queue