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How To:
- Identify and Define Teams Calling Acronyms
Applies To:
- Employees, Faculty, & Student Employees
Steps:
This article explains the key components of Microsoft Teams Calling used at ESU, including Call Queues (CQ), Auto Attendants (AA), and Common Area Phones (CAP). These identifiers help distinguish the purpose and setup of phone numbers in the system.
CQ - Call Queue
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Definition: A Call Queue is used to route incoming calls to a group of people, such as a department front office. Most ESU main line numbers are a call queue. A CQ distributes calls based on routing rules and is typically used when multiple users need to answer incoming calls. Call queues can include users and CAP phones. Users that have permission can us the toggle to opt in or out of taking calls.
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Naming Convention: Call Queues start with CQ- followed by the department or group name (e.g., CQ-ITHelpDesk).
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Features:
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Simultaneous or round-robin ringing
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Custom greetings and hold music
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Shared voicemail
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Overflow and timeout settings
AA - Auto Attendant
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Definition: An Auto Attendant allows callers to navigate a menu system to reach the correct department or person. It plays a recorded message with options and routes the call accordingly.
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Naming Convention: Auto Attendants begin with AA- followed by the purpose or department (e.g., AA-Admissions).
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Features:
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Custom greetings and menus
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Time-based routing (e.g., different behavior after hours)
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Directory search by name or extension
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Transfers to people, call queues, or voicemail
CAP - Common Area Phone
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Definition: Common Area Phones are Teams-enabled devices located in shared spaces like lobbies, break rooms, or labs. These phones are not assigned to individual users and have a generic sign-in.
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Naming Convention: These phones use CAP- followed by the location or purpose (e.g., CAP-LibraryFrontDesk).
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Features:
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Basic call functionality (dial, receive, transfer)
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No user-specific voicemail
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Managed centrally via Teams Admin Center
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Ideal for shared-use locations