After Hours On Call Insights

Overview: This document is meant to be a guide to how the IT Department After Hours Support/on call system is configured. This is meant to be viewed by IT professionals as it will be technical in nature.

Setup and Configuration

Location: Teams Admin Center: Dashboard - Microsoft Teams admin center

Important Links:

The after hours support number operates using both an auto attendant that routes to a call queue

IT Department Auto Attend - Edit auto attendant - Microsoft Teams admin center -

Phone number: 952 999 9959
Resource account: IT Department Auto Attendant

IT Department After Hours Call Queue Edit call queue - Microsoft Teams admin center -

Phone number: 952 230 1247
Resource account: IT Department After Hours

Information Technology Dept Shared Calendar: Calendar - Outlook

Description:

IT Department Auto Attend defines what are business hours and how calls should be handled both during and after business hours. During business hours the number reads a message and disconnects. During non-business hours the number re-directs to the IT After Hours Call Queue.

IT Department After Hours Call Queue is the actual main entity for managing who is and is not on call. The Call Answering tab displays who is in the pool for answering phone calls. The list starts at the top and goes down also known as serial routing.