Ensuring Skype is Running

Skype must be running in the background in order place and receive calls. Skype can be set to start automatically when you sign into Windows.

Open “Options” by clicking on the gear button.

Select “Personal” from the list on the left side.

Make sure the “Sign-in address” is correct and put a check mark in the box next to “Automatically start the app when I log on to Windows”.

Click OK.

Signing In/Out as a Queue Agent

In order to receive calls from the queue, you must sign in as an agent of the queue.

Open the “Tools” menu by clicking the arrow next to the gear button and go to Tools. Select “Response Group Settings”.

This will open a web page. Sign into the web page with the username and password that you use to sign into the computer.

Put a check mark in the box(es) beside the queue(s) that you are available for receiving calls from.

Clearing the check mark will disable calls being routed to you from that queue.

The web page saves your settings automatically after each selection.

The selections made on the web page persist indefinitely until you change them. You do not need to sign in as an agent every day.

Receiving In-coming Calls

When a call comes into the queue, all agents that are active will receive a call notification.

The first agent to accept the call will have the call forwarded to them, and the call will be removed from the queue.

While the first call is in progress, other available agents can accept subsequent calls coming into the queue.

Placing Out-going Calls

Out-going calls are not routed through the queue. All out-going calls will be placed from your personal Skype extension.

Enabling a Secondary Ringer

When a headset is plugged in, usually all audio will play only through the headset. If you do not have the headset on your ears, you may not hear the ringtone. In Skype for Business, a second audio device, such as speakers, can be configured to play the ringtone when a call is coming in.

With your headset plugged in, open “Options” by clicking on the gear button.

Select “Audio Device” from the list on the left side.

Make sure the “Speaker” setting is set to “Headset”.

Put a check mark in the box next to “Also ring”, and make sure the setting beside it is set to “Speakers”.

Put a check mark in the box next to “Unmute when my phone rings”.