Microsoft introduced a new Queues app for Teams last March.
Beginning with surfacing calls in the Call queue, your team can use the Queues app to handle incoming calls, whether they are PSTN or VOIP. You can make outgoing calls on behalf of the call queues or auto attendants that you are assigned to. You can review your call queue metrics and collaborate seamlessly with leads or colleagues within the flow of work. Depending on your permissions, you can monitor call queues and auto attendants in real-time, opt in or opt out your team members, generate performance reports, and configure the call queues and auto attendants.
The Queues app is still in private preview. The global rollout is planned for October.
The announcement and the help article mention that the Queues app will be part of Teams Premium.
The Queues app is currently in private preview. Once generally available, it will be included in Teams Premium, an add-on license that provides additional features to make Teams meetings more personalized, intelligent, and secure.
The new service plan for the Queues app has been added and activated by default in a Teams Premium license.
A check of the license SKU shows the status. The service plan ID is ab2d4fb5-f80a-4bf1-a11d-7f1da254041b.
Update from 3 August, 2024:
The global availability of the Queues app has been postponed to October.
