You’re starting fresh with a Microsoft Teams phone system. But in true Microsoft fashion, there are so many options for call management that you’re unsure which is more efficient for your situation. Whether you have a large enterprise or a growing SME, ensuring that customer enquiries are dealt with promptly and directed to the right person is a key driver of service excellence. One of the foundational elements of call queues for Microsoft Teams is the call routing method, a tool that governs how incoming calls are handled in a queue while they wait for an available agent.
Different types of call routing methods offer varying benefits depending on the organisation’s size, structure, and communication goals. Understanding these methods can help IT and communication managers implement a solution that balances customer satisfaction, operational efficiency, and agent performance.
Teams phone systems offer four straightforward ways to set up call routing for call queues.
Attendant Routing
In this configuration, all available agents are notified of an incoming call simultaneously, and the first to answer handles it. This setup is perfect for environments where speed is critical, such as emergency lines or fast-paced customer service centres. While this method offers the fastest response time and maximises agent availability, it can also lead to confusion, internal competition, and is less scalable for larger teams.
Serial Routing
Calls are routed in a specific order, one agent at a time. The system always starts from the top of the list and works its way down until it finds an available agent. Each agent has a set ring time before the call moves to the next in line. This method is well suited to businesses with small support teams, or ones with clear staff roles or hierarchies. It is structured and ensures calls reach the most qualified agents. On the downside, it can be slower and increase the chance of agent burnout or call abandonment if several agents are unavailable.
Round Robin
In a circular or round-robin queue, calls are distributed to each agent in turn, looping back to the beginning after reaching the end of the list. This approach suits teams aiming to share call volumes equally among agents. It helps to distribute fairly the workload and reduce agent fatigue. However, it might route calls to less experienced staff and is less effective for prioritising urgent calls.
Longest Idle
The longest idle method assigns calls based on the call agents’ presence and who has been in available status the longest. It avoids a fixed sequence and instead encourages a fairer distribution of calls across the team. This method is suitable for sales or support teams that value fairness and want to ensure all agents are actively engaged. It prevents overloading certain agents and encourages consistent performance, although it does not consider individual skills or experience and may lead to inconsistent service levels.
To understand how your call queue is performing with your chosen routing method, it’s necessary to have good data analytics and management solutions in place. For these four routing methods, Clobba Call Queues offers visibility into key metrics such as call volumes, wait times, abandonment rates, agent presence and responsiveness. This granular insight enables supervisors to identify peak call periods, assess the effectiveness of current routing methods, and adjust resources accordingly to optimise call handling efficiency. All packed into one platform, customisable for each team’s specific needs.
There are also some advanced routing methods available though the combination of call queues, auto attendants, and customisation using additional Microsoft applications or 3rd party tools.
Priority-Based Routing
Teams allows administrators to set priority levels for calls within call queues. For example, VIP customers or calls from strategic accounts can be pushed to the front of the queue. This type of call routing is ideal for customer service environments where client tiers or the urgency of an issue matters. It ensures high-priority calls receive quick attention and enhances satisfaction among key clients, although it may cause longer wait times for others and needs careful setup and maintenance.
Skills-Based Routing
Skills-based routing directs calls to agents based on specific expertise or qualifications. If a caller selects a technical query, the system routes the call to someone trained in technical support. This setup is essential for organisations offering multiple services or handling a wide range of enquiries. It improves first-call resolution and reduces unnecessary transfers, though it requires thorough agent profiling and may result in uneven distribution of calls.
Tiered Round Robin Routing
A tiered round robin approach routes calls to a primary team first. If no one is available, it escalates to a secondary tier, and so on. This method works well in organisations with a defined support structure or formal escalation process. It provides an efficient way to escalate calls and ensures expert support is available when required. However, it is more complex to configure and can lead to delays if lower tiers are overwhelmed.
Choosing the Right Call Routing method with Code Software
Selecting the most suitable call routing methodology is not just a technical decision; it’s a strategic one. At Code Software, we offer comprehensive call analytics and management tools through our Clobba suite, enabling organisations to tailor their call routing strategies to align with specific business objectives.
Whether your team is scaling up, looking to cut down on missed calls, or aiming to boost customer satisfaction, Clobba delivers detailed reports, real-time monitoring, and in-depth insights. With seamless integration into platforms like Microsoft Teams and Webex, Clobba supports modern, efficient communication systems.
Final Thoughts
A well-chosen call queue strategy enhances CX (customer experience), minimises service frustration, and supports team productivity. By understanding the unique advantages and limitations of each queue type, organisations can build a tailored, agile, and data-driven call handling system. With Clobba Flex, managing and refining that system becomes effortless and impactful.
Visit our Solutions page to discover how our tools can enhance your communication operations or request a free trial of Clobba today.
