Can a Virtual Front Desk in Microsoft Teams be set up for multiple Teams users?

Question

I need help setting up a Virtual Front Desk (VFD) using a NEAT frame device in Microsoft Teams. I want to route calls from customers to a queue of Teams users, so any available user can interact with the customer via video, screen share, etc. Can a Display Device in Teams, such as NEAT, be configured to support multiple Teams users in this way? I appreciate any advice or guidance you can offer. Thank you!

-Beau

Answer 1

@Beau Gibbs

Setting up a Virtual Front Desk (VFD) using a NEAT frame device in Microsoft Teams is a great way to enhance customer interaction. Here are some steps and considerations to help you set this up:

1.Microsoft Teams Configuration:

1)Create a Call Queue: In the Microsoft Teams admin center, create a call queue. This will be used to route incoming calls to a group of Teams users.

Navigate to Voice > Call queues.

2)Click on Add to create a new call queue.

3)Assign a name to the queue and configure the settings, such as the greeting message, call routing options, and timeout settings.

4)Add the users who will be part of this queue (the Team users who will answer the calls).

2.NEAT Device Configuration:

• Assign an Account: Assign the NEAT frame device to a Microsoft Teams account. This account will be used to sign in to the device.
• Teams Meeting Room License: Ensure that the NEAT device is licensed correctly, typically with a Teams Meeting Room license or a similar license that supports device usage.
• Device Sign-In: Sign in to the NEAT frame device using the assigned Teams account.

3.Routing Calls to the Device:

• Once the call queue is set up, you can direct calls to the Virtual Front Desk account. When a customer calls, it will be placed in the queue and routed to an available agent. - The NEAT frame device can be used as a part of the call queue so that when the call is routed to an available agent, the interaction can take place via the NEAT device, enabling video calls, screen sharing, etc.

4.Agent Availability: - Ensure that the Team users (agents) are marked as available to take calls. You can manage their availability status through the Teams client.

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