Queues - Queues are waiting rooms for callers to hold and wait to speak with a staff member who is assigned to the queue. Queues are created at the request of a department. Each department determines the name, wait times, greetings and the staff who will be assigned as members of the queue. For questions or information on which types of calls should be sent to these queues, please contact the department responsible for the queue.

Department Queue List:

Accounting Call Queue 

Compliance Call Queue 

Lockbox Call Queue 

Member Services Call Queue

MLS Call Queue 

PHA Call Queue 

Transferring calls to a queue: 
You transfer to a call queue the same way you transfer to any other staff member. Click Transfer and start typing the name of the queue. *See the list above for the current department queue names.

Example below is showing the MLS call queue appear after typing "mls ca".

• Notice the headset icon this identifies the destination as either a call queue or auto attendant.
• * You may see other options for a queue appear without this headset icon. This is cached information from your Teams client. While these stale contacts may still reach your destination its best to keep typing until you see the name along with Headset Icon. As with all searches the more you use a specific name or contact the quicker it will pop up in your searches.

Select the Queue and hit Transfer

 

 

Auto Attendants - Attendants are menus of choices to direct callers to the appropriate destination. This could be a queue, next level attendant, staff member, external number or voice mail.

List of Attendants:
Main Auto Attendant

MLS Auto Attendant

PHA Main Auto Attendant

 

Main Auto Attendant  > Reached from outside when dialing 804-422-5000, 804-422-5002, 804-422-5016 or 804-422-5024.

• Reached from inside when staff transfer to the "Main Auto Attendant" - *Callers should not be transferred back to the Main Attendant. After speaking with a member, they should be directed to the appropriate queue for their needs.

During Normal Business hours the Main Auto Attendant plays the menu of options below:

• “For Member services, press 1” > sends caller to MS Call Queue
• “For Accounting, press 2” > sends caller to Accounting Call Queue
• “For Lockbox, press 3 “> sends caller to MS Call Queue
• "Press 4 to leave a voicemail for CVR MLS, or hang up and dial 804-422-5004 for the live MLS support queue. > sends caller to MLS Voicemail
• “For Risk Management, press 6” > sends caller to Peggy Lynch
• To repeat these options, press star
• 5 blind/unlisted - caller does not hear this option > sends caller to MLS Voicemail
• 8 blind/unlisted - caller does not hear this option > sends caller to MLS Voicemail
• 0 > sends caller to MS Call Queue

 

MLS Auto Attendant

•  Reached from outside when dialing 804-422-5004
• Reached from inside when staff transfer to "MLS Auto Attendant" - NOTE: MLS has requested that staff transfer callers directly to the appropriate queue when possible. This would be either the MLS Call Queue or Compliance Call Queue

During Normal Business hours the MLS Auto Attendant plays the menu of options below:

• “For compliance Press 1” > sends caller to Compliance Call Queue 
• “For technical and general CVR MLS software assistance, press 2” > sends caller to MLS Call Queue
• “For account services, billing, and lockbox support, press 3” > sends caller to Member Services Call Queue         
• “For Forms assistance, press 4” > sends caller to Peggy Lynch
• “To repeat these options, press the star key”          
• “For all other requests, please dial zero” > sends caller to MLS Call Queue    

5 blind/unlisted - caller does not hear this option > sends caller to MLS Call Queue

8 blind/unlisted - caller does not hear this option  > sends caller to MLS Call Queue

 

PHA Main Auto Attendant

• Reached from outside by dialing 804-422-5061
• Reached Internally by transferring to PHA Resource Line.

Actions

• If PHA is open > transfers them immediately to the PHA English queue.
• If PHA is not accepting calls > plays a message and disconnects the call.

Transferring calls to an Auto Attendant:
While you should always attempt to direct calls to the appropriate queue there may be times when you need to transfer to an attendant.
Transfers to an Auto Attendant work the same way as transferring to any other destination. Click transfer and begin typing the name of the Auto Attendant.

Example below is showing the MLS Auto Attendant appear after typing "mls au".

• Notice the headset icon this identifies the destination as either a call queue or auto attendant.
• * You may see other options for an attendant appear without this headset icon. This is cached information from your Teams client. While these stale contacts may still reach your destination its best to keep typing until you see the name along with Headset Icon. As with all searches the more you use a specific name or contact the quicker it will pop up in your searches.

For the latest Microsoft Teams training videos visit Microsoft's training site located here:
https://support.microsoft.com/en-us/office/microsoft-teams-video-training-4f108e54-240b-4351-8084-b1089f0d21d7