Emergency Line - Microsoft Teams solution
Prerequisites:
Your work profile must be set up on your personal phone to use MS Teams. Please follow this guide: TBC
Overview of the Emergency Line on Teams
1. Call reaches Microsoft Teams Scott Dunn Emergency Line Queue.
2. System plays greeting: "we are connecting you with manager on duty, if you do not wish to speak to manager on duty please hang up now".
3. System will start calling agents in preselected order. Each agent has 41 seconds to pickup the call.
4. As the system is configured currently for 2 agents - if the second agent does not pick up the call the system will forward the call to a mobile number of primary agent.
5. If everyone is signed out of Teams, the System will redirect call to a mobile number of a dedicated primary agent. Please take a note: you will see guest's caller ID.
6.If you are logged in Teams on your laptop and mobile, you will receive the call on both your laptop and your mobile simultaneously
How to check if you are a member of Emergency Line Queue?
1. Open Teams and go to settings
Click on Calls and you should be able to see the Scott Dunn Emergency Line Queue on the tab.
You are not allowed to sign out from the queue. This option is greyed out.
Configure your phone for Microsoft Teams
iPhone Users:
If you are a member of Emergency Line on Teams - you will receive a call regardless of your MS Teams Status (Available/Be Right Back/Appear Offline and so on)
iPhone has modes called Focus. If your mode is Focus (standard/default mode) you will receive all call notifications.
However if your Focus mode is Do Not Disturb, Sleep or other you must add Teams to exception list.
Please note iPhone by default puts phone into Sleep mode during night hours!
Please go to Settings and select Focus
Please select modes especially Sleep as this mode is usually automatically selected during night hours
Please click on Apps in Allow Notifications
Please select Allow Notifications From and select Teams
Android Users:
For Android users, if you use the Do not Disturb function, please ensure you have carried out the following:
Swipe down from the top of your phone to bring up your shortcuts. Press and hold Do not Disturb
Click on Details:
Click on App Notifications:
Scroll down your list and select Teams. Then click Done