The Microsoft’s Teams Call-Queue process re-reads the group membership (updates) every 8 hours from EntraID (formally AzureAD). There can be an additional delay synchronizing the data from On-Prem AD to EntraID. We recommend planning your changes 12 to 24 hours ahead of time.

Note: Only accounts with an Enterprise Voice phone setup will be added to the agents list. Should you add an account that does not have VoIP/Enterprise Voice to the group, they will not be added to the agents list and will not be notified of incoming calls. To add Teams Phone service to an account, please reference the following Pinnacle VoIP process.

Please contact Technology Services if you encounter a problem, wish to change/add/replace an AD-Group for your department’s Call-Queues agents. Please notify Technology Services if you accidentally delete an AD-Group that was used for your Call-Queue.

You may reach our Help-Desk staff by emailing consult@illinois.edu or calling 217-244-7000.