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Description
In this 14-minute developer focused demo, Srinivas Varukala and Rick Shire kick showcase an open-source App provided by Microsoft Teams that simplifies the management of separate Teams call queues and individuals with a connected and capable supervisor UI. Manage call queues, upload schedules (CSV), view schedules, manually update schedules. Queue coordination delivered by Power Apps to Power Automate via custom connector to Azure function, which runs Power Shell using a service account with credentials stored in Key Vault.
This PnP Community demo is taken from the weekly Microsoft 365 Platform Community call recorded on May 16, 2023.
Demo Presenters
• Srinivas Varukala (Microsoft) | @svarukala
• Rick Shire (Microsoft)
Supporting materials
• App - Microsoft Teams Call Queue Scheduler | aka.ms/CallQueueScheduler
Learn more
• Microsoft 365 Unified Sample gallery - https://aka.ms/community/samples
• Microsoft 365 Platform Community in YouTube - https://aka.ms/community/videos
• Microsoft 365 Platform Community - http://aka.ms/community/home
A
B
A
B
So
we're
here
today
to
showcase
the
Microsoft
teams,
call
queue
scheduler
app,
but
before
we
do
that,
just
a
quick
background
introduction
on
what
exactly
Microsoft
teams
call
cues
are
so
in
a
very
simple
terms.
Basically,
this
is
a
voice
app
that
is
provided
by
Microsoft
teams,
voice
customers
that
allow
for
call
distribution
for
incoming
calls,
so
just
to
kind
of
quickly
walk
you
through
this.
How
something
like
this
would
work
is
for
a
call
queue
they're,
typically
friend-ended
via
a
pstn
number.
B
So
somebody
pick
up
a
phone
call
of
the
phone
and
call
a
a
telephone
number
to
reach
a
call
queue,
but
it
can
be
reached
through
VoIP
as
well
within
the
team's
client.
So
this
example
I've
got
a
sales
call
queue
configured
and
there
are
many
options,
including
configuring.
A
custom
greeting
for
the
call
queue
music
on
hold
and
the
way
that
the
call
queue
distributes.
Calls
amongst
h
is
dependent
on
a
number
of
things.
B
So
then
the
admin
that
manages
these
call
cues
can
configure
different
routing
methods
and
they
configure
the
way
that
agents
are
selected
as
well.
So
you
can
do
presence-based
routing,
so
I
read
a
call
to
specific
agents
based
on
their
active
presence,
and
you
can
also
delegate
the
agent
to
allow
them
to
opt
in
and
out
opt
out
of.
B
These
call
cues
based
on
you
know
whether
they're
on
a
break
on
lunch
or
they're,
just
not
on
shift
and
that
if
there
is
a
need
to
overflow
because
it's
reached
capacity
or
you
just
need
to
redirect
it
to
at
another
place,
because
the
call
times
out,
no
there's
no
active
agents,
we
provide
that
capability
as
well.
So
in
terms
of
agent
selection,
you
can
see
here.
We
we
do
have
the
capability
to
allow
agents
to
opt
in
and
opt
out
of
the
queue
customers
love
that.
B
So
with
respect
to
opting
In
and
opting
Out
I
think
that
works
very
well
for
an
employee
who's
dedicated
to
answer
calls
on
a
daily
basis.
That
is
their
primary
task
is
to
answer
calls
through
this.
This
call
queue,
but
we
know
that
there
are
certain
personas
where
that's
not
necessarily
their
primary
jobs.
You
take
a
doctor
or
nurse,
for
example,
very
busy
individuals,
but
they
may
be
asked
to
to
to
be
an
agent
in
the
queue
and
for
somebody
who's.
B
You
know,
these
calls
need
to
be
answered
on
a
timely
basis
that
that
obviously,
is
not
a
good
thing,
but
the
reverse
thing
happens
as
well,
where
you
may
have
a
a
a
doctor
who,
at
the
end
of
their
shift,
they
go
home
and
they
forget
to
opt
out
of
the
queue
that
may
lead
to
calls
being
still
delivered
to
those
doctors
but
they're
at
home,
they're
being
disturbed
when
they're
supposed
to
be
sleeping.
So
what
we
have
done
based
on
customer
feedback,
is
we
we
envisioned?
B
This
call
queue
scheduler
app,
so
we
took
the
best
of
Microsoft
teams.
Call
cues
combined
combine
it
with
the
platform
solution
and
essentially
the
way
that
it
works
is
through
this
diagram.
So
a
lot
of
organizations,
they
have
a
shift
schedule
that
could
be
third
party
or
could
be
Microsoft
teams
or
Microsoft
shifts,
but
the
admin
would
take
that
shift
schedule
upload
it
into
a
call
queue
scheduler
app.
B
That's
the
platform
app
that
we
built
that's
in
focus
for
today,
and
this
app
has
the
capability
to
based
on
that
set
schedule
to
update
the
call
queue
based
on
the
agent
shift
schedule.
So
so,
basically,
the
problem
that
we're
resolving
here
is
we're
taking
out
the
need
for
the
agent
to
opt
in
and
opt
out
of
the
the
call
queue
themselves
and
we're
delegating
that
to
this
app.
B
So
this
app
does
that,
on
behalf
of
you,
the
the
agents
themselves.
So
this
is
a
great
solution.
There's
a
ton
of
customer
demand
for
this
type
of
solution.
So
if
you
have
a
need
to
schedule
agents,
this
may
be
a
right
thing
for
you.
The
great
thing
about
this
is,
obviously
you
can
increase
productivity,
reduce
costs,
but
what
we
like
about
it,
it's
open
source
Solution
on
GitHub,
it's
fully
customizable
and
it's
available
to
you
today
at
this
link.
So
that
is
a
quick
overview
of
of
Microsoft
teams.
A
A
So
let
me
show
you
in
teams:
admin
Center.
If
you
go
to
teams
admin
Center
under
voice
section,
there's
a
call
queue
and
if
you
click
that
you'll
see
the
list
of
call
queues
here
in
my
tenant,
I
have
about
six
of
those
call
queues
and
to
manage
these
call
queues.
Today,
there's
no
way
to
delegate
someone
to
manage
these
call
queues.
So
as
a
teams,
admin
I
can
do
that.
I
can
add
agents.
Let's
say
open
this
up,
we'll
call
you
for
room
one
to
five
and
to
see
who's.
A
The
active
agent
right
now,
if
you
click
on
call
answering
this
nurse
Adele
is
the
active
agent
at
the
moment.
So
here
you
can
add
and
remove
users,
sorry
agents
to
the
call
Cube,
but
you
know
with
our
app
we
are
able
to
delegate
this
call
queues
to
certain
people
like
supervisors,
so
maybe
I
want
the
top
three.
You
know
the
building
and
room
1
to
15
as
one
person
as
a
supervisor
and
rest
of
the
quality
as
a
supervisor
a
different
supervisor
right.
A
So
that's
what
we're
going
to
achieve
in
addition
to
what
Rick
shared,
where
we
automate
the
agent
schedules.
So
here
I
logged
in
as
this
person
and
if
I
go
to
manage,
call
queues.
I
can
see,
even
though
in
my
admin
Center
there
are
six
call
queues.
I
can
see
only
these
three
because
I
have
been
configured
to
to
be
a
supervisor
for
only
these
call
queues.
So
here,
as
I
showed
earlier,
nurse
Adele
is
a
current
active
agent
here.
A
Let's
say
we
want
to
add
nurse
Irwin.
Then
we
can
commit
those
changes.
So
now
what
happens
it's
going
to
go?
This
request
is
going
to
go
through
a
couple
of
Hoops
to
accomplish
this
add
and
adding
and
removal
of
the
agents.
So
behind
the
scenes
it
goes
from
power
power,
app
to
power
automate
to
Azure
function,
which
runs
a
Powershell.
The
reason
we
are
using
Powershell
is
because
there's
today,
there's
no
Max
or
graphing
point
to
make
queries
to
call
queues.
A
So
for
that
reason
we
are
relying
on
Powershell
and
the
Powershell
runs
using
a
service
account
whose
credentials
are
stored
within
a
keyboard.
So,
as
you
can
see,
Adele
got
removed
and
Erwin
got
added
to
just.
You
know
confirm
that
we
can
go
into
this
room
call
queue,
call
answering
and
you
can
see:
Adele
got
a
replacement,
so
not
only
that
there
are
few
other
features
or
possibilities
with
this
application,
so
you
can
upload
schedules.
A
Like
that,
so,
while
that's
being
uploaded,
I
will
show
you
the
sample
data
I
have
so
this
CSV
sample
is
pretty
simple.
The
First
Column
is
assignment
column
or
the
time
slot
and
the
second
and
you
can
have
n
number
of
columns
following
that.
So
in
in
this
sample
have
only
two
columns
so
today
and
tomorrow
and
you
can
assign
which
agent
you
want
to
add
during
what
time
slot.
A
So
this
is
room
one
to
five,
but
we
uploaded
schedules
for
six
to
ten.
So
here
you
can
see
there
are
some
sketch.
This
is
all
schedule,
but
there
are
some
new
schedules
here.
So
this
is
let's
say
we
are
looking
at
516,
but
let's
go
back
here
yeah.
So
so
we
have
some
color
coding
going
on
here.
So
the
shifts
that
are
in
the
past
are
showing
air
yellow.
A
The
current
chips
are
shown
in
green
and
the
future
ones
are
in
blue
and
you
can
have
schedules
that
are
overlapping
days
like
some
can
start
like
evening,
seven
seven
pm
and
go
until
5am
in
case
of
doctors,
so
those
are
also
taken
care
of
in
this
application.
You
can
make
ad
hoc
changes,
for
example,
let's
say
Dr
Megan
calls
in
and
says:
hey
I
cannot
be
until
7
PM
I
can
be
until
I
can
be
on
call
on
only
until
4
pm.
So
as
a
supervisor
I
can
make
those
changes.
A
A
And
fill
that
Gap,
so
this
view
helps
the
supervisors
to
make
sure
that
there
is
no
gaps
in
the
schedules,
especially
in
hls
health
scenarios.
It's
important
to
have
this
continuous
availability
of
doctors,
analysis
and
you
can
also
delete
schedules,
and
you
can
take
a
peek
using
the
peak
call
queue
who's.
You
can
check
who's
the
active
agent
right
now,
yeah
pretty
much.
A
Those
are
all
the
features
that
we
have
baked
into
this
application
and
to
just
show
you
the
other
login
here
in
this
I
logged
it
as
Megan,
and
this
app
is
pinned
as
a
personal
app
within
teams,
and
here,
if
I
go
to,
where
is
call
queues?
I
see
a
different
set
of
call
queues
because
Megan
is
configured
to
be
a
supervisor
for
different
set
of
call
queues
and
I
can
take
the
same
action
that
I
showed
earlier.
A
So
with
that
just
one
more
slide
and
we
are
done
I
just
this
is
high
level
solution
design.
So
we
start
off
with
the
PowerApp,
which
can
be
embedded
as
a
personal
app
within
teams.
This
PowerApp
does
all
those
actions
that
I
just
showcased
behind
the
scenes.
We
are
using
SharePoint
online
as
a
data
store,
for
we
also
track
all
the
changes,
that's
being
done
through
the
application.
A
So
we
keep
a
audit
log
and
the
calculator
delegation
also
is
hosted
within
shaper
online
site
and
all
the
actions
from
PowerApp
they
go
through
Power
automate
and
a
custom
connector,
which
is
sitting
on
top
of
azure
function.
App
the
function
app
runs
the
partial
code
by
reaching
the
retrieving,
the
service
account
credentials
through
Azure
keyboard
and
the
function
app
is
authenticated,
so
everything
is
secured
and
thank
you
everyone
for
the
for
this
time
and
a
quick
call
to
action.
Please
use
this
link
to
access
the
our
application.