Call Queue Agent Opt In/Out feature is now rolled out to all Skype for Business Online customers with Phone System (formerly CloudPBX) SKU in all Regions. This update allows Admins to grant Call Queue Agents an ability to Opt In and Out from taking calls from a particular Queue at will.
For all newly created Call Queues, Agent Opt In/Out option will be enabled by default. For pre-existing Call Queues, Admins will need to enable this feature manually:
Enabling Agents to Opt out will allow them to manage their own ability to receive calls from a Call Queue. Note that this Call Queue option can be disabled at any time, upon which all the Agents in the Queue will automatically become Opted In and would no longer be able to change their status on their own.
To Opt out of a Call Queue, Agents can use Call Forwarding Tab in their Windows Desktop Skype for Business Client, and then select Edit settings online link:
Clicking on Edit setting online link will open Office 365 User Settings Page, where all Agents can manage their Queue membership status in Call Queues Tab:
Additionally, all Agents, including users on OPCH deployments (i.e.: Hybrid Voice users), can Opt out via the following link: https://aka.ms/cqsettings
Since this aka link (https://aka.ms/cqsettings) points to Agents’ personal User Settings page in Office 365, and Agents need to be logged into their accounts in order to access it.
Note: if your tenant is enabled for Regionally Hosted Meetings (RHM), your users might experience difficulties reaching their User Settings page. If this happens, please open a ticket with Support for your RHM tenant to be enabled to access User Settings page. We are currently working on the fix, which should be rolled out shortly; I will provide the status update in this Blog post.