Set-CsCallQueue

Updates a Call Queue in your Skype for Business Online or Teams organization.

Syntax

Set-CsCallQueue
   -Identity <Guid>
   [-AgentAlertTime <Int16>]
   [-AllowOptOut <Boolean>]
   [-ChannelId <Guid>]
   [-ChannelUserObjectId <Guid>]
   [-DistributionLists <List>]
   [-MusicOnHoldAudioFileId <Guid>]
   [-Name <String>]
   [-OboResourceAccountIds <List>]
   [-OverflowAction <Object>]
   [-OverflowActionTarget <Guid>]
   [-OverflowThreshold <Int16>]
   [-RoutingMethod <Object>]
   [-TimeoutAction <Object>]
   [-Tenant <Guid>]
   [-TimeoutActionTarget <Guid>]
   [-TimeoutThreshold <Int16>]
   [-UseDefaultMusicOnHold <Boolean>]
   [-WelcomeMusicAudioFileId <Guid>]
   [-PresenceBasedRouting <Boolean>]
   [-ConferenceMode <Boolean>]
   [-Users <List>]
   [-LanguageId <String>]
   [-LineUri <String>]
   [-OverflowSharedVoicemailTextToSpeechPrompt <String>]
   [-OverflowSharedVoicemailAudioFilePrompt <Guid>]
   [-EnableOverflowSharedVoicemailTranscription <Boolean>]
   [-TimeoutSharedVoicemailTextToSpeechPrompt <String>]
   [-TimeoutSharedVoicemailAudioFilePrompt <Guid>]
   [-EnableTimeoutSharedVoicemailTranscription <Boolean>]
   [<CommonParameters>]

Description

Set-CsCallQueue cmdlet provides a way for you to modify the properties of an existing Call Queue; for example, you can change the name for the Call Queue, the distribution lists associated with the Call Queue, or the welcome audio file.

The Set-CsCallQueue cmdlet may suggest additional steps required to complete the Call Queue setup.

Note that this cmdlet is in the Skype for Business Online PowerShell module and also affects Teams. The reason the "Applies To:" is stated as Skype for Business Online is because it must match the actual module name of the cmdlet. To learn how this cmdlet is used with Skype for Business Online and Teams, see https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue.

Examples

-------------------------- Example 1 --------------------------

Set-CsCallQueue -Identity e7e00636-47da-449c-a36b-1b3d6ee04440 -UseDefaultMusicOnHold $true

This example updates the Call Queue with identity e7e00636-47da-449c-a36b-1b3d6ee04440 by making it use the default music on hold.

-------------------------- Example 2 --------------------------

Set-CsCallQueue -Identity e7e00636-47da-449c-a36b-1b3d6ee04440 -DistributionLists @("8521b0e3-51bd-4a4b-a8d6-b219a77a0a6a", "868dccd8-d723-4b4f-8d74-ab59e207c357") -MusicOnHoldAudioFileId $audioFile.Id

This example updates the Call Queue with new distribution lists and references a new music on hold audio file using the audio file ID from the stored variable $audioFile created with the Import-CsOnlineAudioFile cmdlet

Parameters

-AgentAlertTime

The AgentAlertTime parameter represents the time (in seconds) that a call can remain unanswered before it is automatically routed to the next agent. The AgentAlertTime can be set to any integer value between 15 and 180 seconds (3 minutes), inclusive.

Type:Int16
Position:Named
Default value:30
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-AllowOptOut

The AllowOptOut parameter indicates whether or not agents can opt in or opt out from taking calls from a Call Queue.

Type:Boolean
Position:Named
Default value:True
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-ChannelId

Id of the channel to connect a call queue to.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-ChannelUserObjectId

The GUID should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx). This is the GUID of one of the owners of the team that the channel belongs to.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-ConferenceMode

The ConferenceMode parameter indicates whether or not Conference mode will be applied on calls for this Call queue. Conference mode significantly reduces the amount of time it takes for a caller to be connected to an agent, after the agent accepts the call. The following bullet points detail the difference between both modes:

  • Conference Mode Disabled: CQ call is presented to agent. Agent answers and media streams are setup. Based on geographic location of the CQ call and agent, there may be a slight delay in setting up the media streams which may result in some dead air and the first part of the conversation being cut off.

  • Conference Mode Enabled: CQ call is put into conference. Agent answers and is brought into conference. Media streams are already setup when agent is brought into conference thus no dead air, and first bit of conversation will not be cut off.

Type:Boolean
Position:Named
Default value:False
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-DistributionLists

The DistributionLists parameter lets you add all the members of the distribution lists to the Call Queue. This is a list of distribution list GUIDs. A service wide configurable maximum number of DLs per Call Queue are allowed. Only the first N (service wide configurable) agents from all distribution lists combined are considered for accepting the call. Nested DLs are supported. O365 Groups can also be used to add members to the Call Queue.

Type:List
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-EnableOverflowSharedVoicemailTranscription

The EnableOverflowSharedVoicemailTranscription parameter is used to turn on transcription for voicemails left by a caller on overflow. This parameter is only applicable when OverflowAction is set to SharedVoicemail.

Type:Boolean
Position:Named
Default value:False
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-EnableTimeoutSharedVoicemailTranscription

The EnableTimeoutSharedVoicemailTranscription parameter is used to turn on transcription for voicemails left by a caller on timeout. This parameter is only applicable when TimeoutAction is set to SharedVoicemail.

Type:Boolean
Position:Named
Default value:False
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-Identity

PARAMVALUE: Guid

Type:Object
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-LanguageId

The LanguageId parameter indicates the language that is used to play shared voicemail prompts. This parameter becomes a required parameter If either OverflowAction or TimeoutAction is set to SharedVoicemail.

You can query the supported languages using the Get-CsAutoAttendantSupportedLanguage cmdlet.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-LineUri

This parameter is reserved for Microsoft internal use only.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-MusicOnHoldAudioFileId

The MusicOnHoldFileContent parameter represents music to play when callers are placed on hold. This is the unique identifier of the audio file. This parameter is required if the UseDefaultMusicOnHold parameter is not specified.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-Name

The Name parameter specifies a unique name for the Call Queue.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OboResourceAccountIds

The OboResourceAccountIds parameter lets you add resource account with phone number to the Call Queue. The agents in the Call Queue will be able to make outbound calls using the phone number on the resource accounts. This is a list of resource account GUIDs.

Type:List
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OverflowAction

The OverflowAction parameter designates the action to take if the overflow threshold is reached. The OverflowAction property must be set to one of the following values: DisconnectWithBusy, Forward, Voicemail, and SharedVoicemail. The default value is DisconnectWithBusy.

PARAMVALUE: DisconnectWithBusy | Forward | Voicemail | SharedVoicemail

Type:Object
Position:Named
Default value:DisconnectWithBusy
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OverflowActionTarget

The OverflowActionTarget parameter represents the target of the overflow action. If the OverFlowAction is set to Forward, this parameter must be set to a Guid or a telephone number with a mandatory 'tel:' prefix. If the OverflowAction is set to SharedVoicemail, this parameter must be set to an Office 365 Group ID. Otherwise, this parameter is optional.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OverflowSharedVoicemailAudioFilePrompt

The OverflowSharedVoicemailAudioFilePrompt parameter indicates the unique identifier for the Audio file prompt which is to be played as a greeting to the caller when transferred to shared voicemail on overflow. This parameter becomes a required parameter when OverflowAction is SharedVoicemail and OverflowSharedVoicemailTextToSpeechPrompt is null.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OverflowSharedVoicemailTextToSpeechPrompt

The OverflowSharedVoicemailTextToSpeechPrompt parameter indicates the Text-to-Speech (TTS) prompt which is to be played as a greeting to the caller when transferred to shared voicemail on overflow. This parameter becomes a required parameter when OverflowAction is SharedVoicemail and OverflowSharedVoicemailAudioFilePrompt is null.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-OverflowThreshold

The OverflowThreshold parameter defines the number of calls that can be in the queue at any one time before the overflow action is triggered. The OverflowThreshold can be any integer value between 0 and 200, inclusive. A value of 0 causes calls not to reach agents and the overflow action to be taken immediately.

Type:Int16
Position:Named
Default value:50
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-PresenceBasedRouting

The PresenceBasedRouting parameter indicates whether or not presence based routing will be applied while call being routed to Call Queue agents. When set to False, calls will be routed to agents who have opted in to receive calls, regardless of their presence state. When set to True, opted-in agents will receive calls only when their presence state is Available.

Type:Boolean
Position:Named
Default value:False
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-RoutingMethod

The RoutingMethod defines how agents will be called in a Call Queue. If the routing method is set to Serial, then agents will be called one at a time. If the routing method is set to Attendant, then agents will be called in parallel. If routing method is set to RoundRobin, the agents will be called using Round Robin strategy so that all agents share the call-load equally. If routing method is set to LongestIdle, the agents will be called based on their idle time, i.e., the agent that has been idle for the longest period will be called.

PARAMVALUE: Attendant | Serial | RoundRobin | LongestIdle

Type:Object
Position:Named
Default value:Attendant
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-Tenant

This parameter is reserved for Microsoft internal use only.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-TimeoutAction

The TimeoutAction parameter defines the action to take if the timeout threshold is reached. The TimeoutAction property must be set to one of the following values: Disconnect, Forward, Voicemail, and SharedVoicemail. The default value is Disconnect.

PARAMVALUE: Disconnect | Forward | Voicemail | SharedVoicemail

Type:Object
Position:Named
Default value:Disconnect
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-TimeoutActionTarget

The TimeoutActionTarget represents the target of the timeout action. If the TimeoutAction is set to Forward, this parameter must be set to a Guid or a telephone number with a mandatory 'tel:' prefix. If the TimeoutAction is set to SharedVoicemail, this parameter must be set to an Office 365 Group ID. Otherwise, this field is optional.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-TimeoutSharedVoicemailAudioFilePrompt

The TimeoutSharedVoicemailAudioFilePrompt parameter indicates the unique identifier for the Audio file prompt which is to be played as a greeting to the caller when transferred to shared voicemail on timeout. This parameter becomes a required parameter when TimeoutAction is SharedVoicemail and TimeoutSharedVoicemailTextToSpeechPrompt is null.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-TimeoutSharedVoicemailTextToSpeechPrompt

The TimeoutSharedVoicemailTextToSpeechPrompt parameter indicates the Text-to-Speech (TTS) prompt which is to be played as a greeting to the caller when transferred to shared voicemail on timeout. This parameter becomes a required parameter when TimeoutAction is SharedVoicemail and TimeoutSharedVoicemailAudioFilePrompt is null.

Type:String
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-TimeoutThreshold

The TimeoutThreshold parameter defines the time (in seconds) that a call can be in the queue before that call times out. At that point, the system will take the action specified by the TimeoutAction parameter. The TimeoutThreshold can be any integer value between 0 and 2700 seconds (inclusive), and is rounded to the nearest 15th interval. For example, if set to 47 seconds, then it is rounded down to 45. If set to 0, welcome music is played, and then the timeout action will be taken.

Type:Int16
Position:Named
Default value:1200
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-UseDefaultMusicOnHold

The UseDefaultMusicOnHold parameter indicates that this Call Queue uses the default music on hold. This parameter cannot be specified together with MusicOnHoldAudioFileId.

Type:Boolean
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-Users

The User parameter lets you add agents to the Call Queue. This parameter expects a list of user unique identifiers (GUID).

Type:List
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

-WelcomeMusicAudioFileId

The WelcomeMusicAudioFileId parameter represents the audio file to play when callers are connected with the Call Queue. This is the unique identifier of the audio file.

Type:Guid
Position:Named
Default value:None
Accept pipeline input:False
Accept wildcard characters:False
Applies to:Skype for Business Online

Outputs

Microsoft.Rtc.Management.Hosted.CallQueue.Models.CallQueue