Configuration · guide

Setting up Microsoft Teams auto attendants and call queues

Microsoft Teams Phone

Verified 2026-09-24 · 91 sources · tier 2 · 1 disputed

For Teams administrators setting up auto attendants and call queues in Microsoft Teams..

Microsoft Teams auto attendants and call queues provide cloud-based call control and PBX capabilities delivered in the Microsoft 365 cloud 78. Microsoft's getting-started order is to design call flows, obtain Resource Account licenses, create and license resource accounts for apps that answer calls directly, get service numbers, create holidays and agent groups or channels, and then create call queues before the auto attendant that routes to them 34.

Before you start

Confirm the tenant has at least 1 Teams Phone license, which is required before auto attendants and call queues work 1779.
To create and manage resource accounts an admin needs a Teams administrator role (Teams Telephony Administrator, Teams Communications Administrator or Teams Administrator) and the User Administrator role 59. Editing an existing resource account currently requires either Global Administrator or both Skype for Business Administrator and User Administrator 80.
Only a Global Administrator or Teams Administrator can fully manage a call queue that has a Teams channel or Shifts schedule group assigned 20.
Microsoft lists 4 PSTN connectivity models for Teams Phone: Microsoft Teams Calling Plan, Operator Connect, Teams Phone Mobile and Direct Routing 81. Teams Phone Mobile supports user phone numbers only and cannot number voice applications 82.
Transfers between Calling Plan, Operator Connect and Direct Routing connectivity are not supported for these voice apps 83.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

What answers the public number first?

Where does the queue get its agents?

Where does the public number come from?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm admin roles and base licensing

Do

Confirm that the tenant has at least 1 Teams Phone license 1779. To create and manage resource accounts an admin needs a Teams administrator role (Teams Telephony Administrator, Teams Communications Administrator or Teams Administrator) and the User Administrator role 59. Editing an existing resource account currently requires either Global Administrator or both Skype for Business Administrator and User Administrator 80.

Verify

In the Teams admin center, navigate to Voice > Resource accounts > Add 60.

Rollback

Suggested rollback: Remove the administrator role assignments if they were elevated solely for this deployment.

Step 2 Acquire Teams Phone Resource Account licenses

Do

Obtain one Resource Account license per auto attendant and call queue and get a few spare licenses, at least 5, to allow later changes 67. Teams Phone Resource Account licenses are obtained through the same purchasing channel as the Teams Phone subscription; Web Direct customers find Microsoft Teams Phone Resource Account in the Microsoft 365 admin center Marketplace and must still select Buy even though it costs nothing 65. This is disputed: Microsoft states there is no longer any cost for Teams Phone Resource Account licenses, but the admin must still complete a Buy step at zero cost through the same purchasing channel used for the subscription containing Teams Phone 84. Tenants with Teams Phone Standard, Teams Phone with Calling Plan or Teams Shared Devices must still complete the purchase process for their Teams Phone Resource Account allocation, where the allotment is zero cost at checkout and extra licenses can be bought at a cost 85.

Verify

Microsoft Teams Phone Resource Account appears among the tenant's products in the Microsoft 365 admin center 65.

Rollback

Suggested rollback: Unused resource account licenses can remain unassigned in tenant inventory.

Step 3 Prepare the agent membership

Members of a Teams channel

Do

Choose or create a team with a standard channel for the queue; only standard channels are fully supported 24. If a private channel is assigned to a call queue, calls go to every member of the team rather than only the channel's members, and assigning a private channel can fail 23. Call queue agents must be Enterprise Voice enabled users, and agents who answer queue calls in the Teams app must be in TeamsOnly mode 14.

Verify

Confirm the team has 200 or fewer Enterprise Voice enabled members, because if a team has more than 200 members, only the first 200 Enterprise Voice enabled members in alphabetical order become agents of the queue 42.

Rollback

Suggested rollback: Delete or repurpose the standard channel before linking it to the queue.

A list of individual users or groups

Do

Create or choose a distribution list, security group, Microsoft 365 Groups or team for the agents, or plan to add up to 20 users individually 77. Call queue agents must be Enterprise Voice enabled users, and agents who answer queue calls in the Teams app must be in TeamsOnly mode 14. If serial routing order is required, add users individually, as serial routing order cannot be set when membership comes from a group 72.

Verify

Confirm that any group used contains 200 or fewer Enterprise Voice enabled members, as only the first 200 Enterprise Voice enabled members in alphabetical order become agents of the queue 42.

Rollback

Suggested rollback: Remove user memberships or delete the unlinked group.

Step 4 Create holidays

An auto attendant answers and routes to the queue

Do

In the Teams admin center go to Voice > Holidays > Add and create each holiday 44. One holiday can hold up to 50 date ranges 44. Set a full-day holiday to end at 12:00 AM on the following day 44. An auto attendant can use up to 20 holiday sets of up to 50 holidays each 6.

Verify

Under Voice > Holidays, confirm that each holiday appears with its intended start and end times 44.

Rollback

Select the holiday under Voice > Holidays to change its dates 44.

The call queue answers the number directly

Do

Call queues have no separate routing for off-hours or holidays, and Microsoft recommends putting an auto attendant in front of a call queue even when the queue is staffed around the clock 31. This is inferred: a design where callers dial a call queue's number directly gets no business-hours, after-hours or holiday routing, so off-hours callers are handled only by the queue's exception settings (timeout, no agents, overflow) 29.

Verify

Suggested check: Document the exception handling destinations planned for off-hours callers before proceeding to queue configuration.

Step 5 Create the resource account for the entry point

An auto attendant answers and routes to the queue

Do

In the Teams admin center, create the resource account under Voice > Resource accounts > Add by entering a Display name and Username and choosing a Resource account type of Auto attendant 86. Only the first auto attendant or call queue that answers a call needs a licensed resource account; auto attendants and call queues nested behind it can be referenced directly and need no resource account, even if they transfer calls externally 49. Microsoft recommends nesting without resource accounts because it removes extra resource accounts and licensing and makes routing flows easier to understand 50. Create a second resource account for the queue only if you need the Teams admin center usage reports for it, want queue authorized users to edit it in the Queues App, or want agents' call toasts to show a resource account name 734851.

Verify

The account is listed under Voice > Resource accounts with type Auto attendant 60. Resource accounts are disabled for sign-in and must stay that way 70.

Rollback

An existing resource account's Display name, Resource account type and Voice routing policy can be changed from its Edit pane under Voice > Resource accounts in the Teams admin center 63.

The call queue answers the number directly

Do

In the Teams admin center, create the resource account under Voice > Resource accounts > Add by entering a Display name and Username and choosing a Resource account type of Call queue 86. Every call queue that answers calls directly must have a resource account with a Resource Account license 32.

Verify

The account is listed under Voice > Resource accounts with type Call queue 60. Resource accounts are disabled for sign-in and must stay that way 70.

Rollback

An existing resource account's Display name, Resource account type and Voice routing policy can be changed from its Edit pane under Voice > Resource accounts in the Teams admin center 63.

Step 6 License the resource account

Do

In the Microsoft 365 admin center go to Users > Active users > (the resource account) > Licenses and Apps and assign Microsoft Teams Phone Resource Account 64. Every resource account for an auto attendant or call queue must be assigned a Teams Phone Resource Account license, whether or not it will be assigned a telephone number 87. When the account will hold a phone number, the Select location value must match the number's country 64. Teams Phone Standard must not be assigned to resource accounts; when converting, remove Teams Phone Standard and assign the Resource Account license in the same license activity, otherwise the resource account (and its auto attendants and call queues) may stop working 88.

Verify

The Licenses and Apps tab shows Microsoft Teams Phone Resource Account checked, and the location matches the number's country 64.

Rollback

Suggested rollback: Uncheck the resource account license in the same pane and save. When converting, remove Teams Phone Standard and assign the Resource Account license in the same license activity, otherwise the resource account (and its auto attendants and call queues) may stop working 88.

Step 7 Get a phone number and assign it to the resource account

Microsoft Calling Plan service number

Do

The tenant must have at least 1 Microsoft Calling Plan license assigned before it can get phone numbers from Microsoft 27. Order the number under Voice > Phone numbers > Add with Microsoft as operator and a number type of Call Queue (Toll/Toll Free) or Auto Attendant (Toll/Toll Free) 26. Place the order within 10 minutes of selecting numbers to prevent them from being released 28. Reserving and using Microsoft toll-free numbers requires a pay-as-you-go billing method (Communications Credits) 74. Assign the number under Voice > Resource accounts by selecting the account, choosing Assign/unassign, picking the Phone number type and adding the number with its country code 68.

Verify

Under Voice > Resource accounts, verify that the assigned telephone number appears against the resource account 68.

Rollback

In Voice > Resource accounts, select the account, click Assign/unassign, and unassign the phone number 68.

Operator Connect number

Do

Under Operator Connect, the operator is responsible for number provisioning and porting 89. Resource accounts can take Operator Connect numbers 69. Assign the number in the Teams admin center under Voice > Resource accounts by selecting the account, choosing Assign/unassign, picking the Phone number type and adding the number with its country code 68.

Verify

Under Voice > Resource accounts, verify that the assigned telephone number appears against the resource account 68.

Rollback

In Voice > Resource accounts, select the account, click Assign/unassign, and unassign the phone number 68.

Direct Routing number through an SBC

Do

Resource accounts can take Direct Routing numbers 69. Assign the number in the Teams admin center under Voice > Resource accounts by selecting the account, choosing Assign/unassign, picking the Phone number type and adding the number with its country code 68. A Direct Routing number with an extension must be assigned with Set-CsPhoneNumberAssignment, because the Teams admin center assigns only Direct Routing numbers without extensions 37. Direct Routing service numbers on auto attendants and call queues are supported for Microsoft Teams users and agents only 38.

Verify

Under Voice > Resource accounts, verify that the assigned telephone number appears against the resource account 68.

Rollback

In Voice > Resource accounts, select the account, click Assign/unassign, and unassign the phone number 68.

Step 8 Enable outbound calling for external transfers, callback or agent caller ID

Microsoft Calling Plan service number

Do

A resource account needs outbound PSTN capability beyond its Resource Account license if its auto attendant or call queue transfers calls to external numbers, uses call queue callback, or is used as an on-behalf-of caller ID for agents 57. Assign a funded pay-as-you-go license or Communications Credits to each resource account that places outbound calls, or use Telco pay-as-you-go overage for New Commerce customers 55. Since 1 November 2025, Calling Plan licenses on resource accounts no longer support on-behalf-of outbound PSTN calls, and those calls fail unless a funded pay-as-you-go license or Communications Credits are assigned 18.

Verify

The prerequisites page warns that outbound calls fail if Calling Plan resource accounts making outbound, callback or on-behalf-of calls had no pay-as-you-go license or Communications credits assigned by 2025-11-01 90.

Rollback

Suggested rollback: Remove the pay-as-you-go license or Communications Credits assignment from the resource account after removing outbound redirection targets.

Operator Connect number

Do

A resource account needs outbound PSTN capability beyond its Resource Account license if its auto attendant or call queue transfers calls to external numbers, uses call queue callback, or is used as an on-behalf-of caller ID for agents 57. For Operator Connect numbers the license page lists no extra requirement, but since 1 November 2025 on-behalf-of outbound PSTN calls from voice apps may be unavailable depending on the operator, and Microsoft tells customers to coordinate with their operator 56.

Verify

From 2025-11-01 on-behalf-of outbound, callback and external-transfer calls may be unavailable depending on the operator and must be coordinated with the carrier 91.

Rollback

Suggested rollback: Remove external destinations from the voice application configuration.

Direct Routing number through an SBC

Do

A resource account needs outbound PSTN capability beyond its Resource Account license if its auto attendant or call queue transfers calls to external numbers, uses call queue callback, or is used as an on-behalf-of caller ID for agents 57. For Direct Routing, a resource account that makes outbound calls needs an online voice routing policy, and assigning it a phone number is optional 54. An existing resource account's Voice routing policy can be set from its Edit pane under Voice > Resource accounts in the Teams admin center 63. When the queue's resource account uses Direct Routing numbers, agents who conference or transfer calls also need an online voice routing policy (for transfer mode) and either an Audio Conferencing license or an online voice routing policy 13.

Verify

When a voice app transfers to an external number, for Direct Routing the result depends on the SBC's P-Asserted-Identity setting: Disabled (default, recommended) shows the original caller, Enabled shows the resource account number 41.

Rollback

Open the resource account in Voice > Resource accounts, select Edit, and clear the Voice routing policy assignment 63.

Step 9 Create the call queue and set how it is reached

An auto attendant answers and routes to the queue

Do

Call queues are created in the Teams admin center under Voice > Call queues > Add, using Advanced setup for more complex routing 33. Text-to-speech greetings must be typed in the language selected for the voice app, because the system does not translate 76. Greeting and music audio files can be WAV (uncompressed linear PCM), WMA (mono only) or MP3, and must be no larger than 5 MB 16. Auto attendants and call queues nested behind the first answering voice app can be referenced directly and need no resource account 49.

Verify

Call queues are created in the Teams admin center under Voice > Call queues > Add 33.

Rollback

Suggested rollback: Select the call queue under Voice > Call queues and edit its settings or remove custom greeting files.

The call queue answers the number directly

Do

Call queues are created in the Teams admin center under Voice > Call queues > Add, using Advanced setup for more complex routing 33. Text-to-speech greetings must be typed in the language selected for the voice app, because the system does not translate 76. Greeting and music audio files can be WAV (uncompressed linear PCM), WMA (mono only) or MP3, and must be no larger than 5 MB 16. Every call queue that answers calls directly must have a resource account with a Resource Account license 32.

Verify

Every call queue that answers calls directly must have a resource account with a Resource Account license 32.

Rollback

Under the queue's General info section, remove the assigned resource account 32.

Step 10 Configure call answering (who the agents are)

Members of a Teams channel

Do

To take agents from a Teams channel, select Choose a team, then Add a channel, pick the team and channel and Apply; up to 200 agents can be added this way, and only standard channels are fully supported 24.

Verify

A call queue that uses a Teams channel for agents can take up to 24 hours to become fully operational 19. Channel-based call queues are supported on the Teams Windows and Mac desktop clients; agents on other devices can still answer calls but do not get the collaborative calling interface 22.

Rollback

Under Call answering, switch the selection to Choose users and groups or select a different channel 24.

A list of individual users or groups

Do

With Choose users and groups, up to 20 agents can be added individually and up to 200 through groups, which can be distribution lists, security groups, Microsoft 365 Groups or Teams teams 77.

Verify

A user newly added to a group used for queue membership can wait up to 8 hours for their first queue call 43.

Rollback

In Call answering, remove the selected users or groups from the configuration table 77.

Step 11 Set routing, conference mode and exception handling

Do

Microsoft's recommended call queue settings are Conference mode On, Routing method Round robin or Longest idle, Presence-based routing On and an Agent alert time of at least 20 seconds 71. Transfer mode (Conference mode off) is legacy and is set to be deprecated in the second half of 2026, with Microsoft promising at least 3 months' notice of the removal date 75. Conference mode is required when Teams users need to consult or transfer calls with call queues, and it is not supported for calls routed to the queue from a Direct Routing gateway enabled for Location-Based Routing 25. Choosing Longest idle routing automatically enables presence-based routing, and agents whose presence is not Available receive no queue calls 47. Call queue agent alert time can be set from 15 to 180 seconds 15.

Configure queue exceptions:

Maximum calls in the queue defaults to 50 and can be 0 to 200, with a setting of 0 preventing the greeting from playing 58.
The call timeout can be 0 seconds to 45 minutes 58.
The No Agents exception fires when no agents are opted in (presence-based routing off), or when no agents are logged in or all appear offline (presence-based routing on), and it can apply to all calls or only new calls 52.
Call queue Overflow, Timeout and No Agents exceptions can each disconnect or redirect, and a Voice app redirect can point straight at an auto attendant or call queue rather than its resource account 40. A resource account needs outbound PSTN capability beyond its Resource Account license if its auto attendant or call queue transfers calls to external numbers 57.

Verify

Microsoft's recommended call queue settings are Conference mode On, Routing method Round robin or Longest idle, Presence-based routing On and an Agent alert time of at least 20 seconds 71. Maximum calls in the queue defaults to 50 and can be 0 to 200, with a setting of 0 preventing the greeting from playing, and the call timeout can be 0 seconds to 45 minutes 58. Suggested check: Place a test call with all agents signed out to verify that the call immediately follows the configured No Agents path.

Rollback

Edit the queue in Voice > Call queues to adjust thresholds, routing methods, or redirection targets 33.

Step 12 Create the auto attendant with hours and operator

An auto attendant answers and routes to the queue

Do

Auto attendants are created in the Teams admin center under Voice > Auto attendants > Add, using Advanced setup 10. In auto attendant General info, choose Through a resource account if the auto attendant is called directly 9. Text-to-speech greetings must be typed in the language selected for the voice app, because the system does not translate 76. Microsoft recommends configuring an auto attendant Operator, which receives callers who make no selection or hit a processing error, but the operator is enabled only if an Operator key is also mapped in the menu options 8. In Call handling hours, set the time zone and business hours; unchanged hours default to 09:00 to 17:00 every day, and a day can have several time ranges 1.

Verify

Confirm that the auto attendant displays the linked resource account, and note that unchanged hours default to 09:00 to 17:00 every day 1.

Rollback

Suggested rollback: Reopen the auto attendant under Voice > Auto attendants to adjust hours, time zone, or the operator destination.

The call queue answers the number directly

Do

Verify

Suggested check: Verify that the queue's timeout and no-agent exception destinations are prepared to accept calls during all calendar hours.

Step 13 Build the menus, after-hours and holiday flows

An auto attendant answers and routes to the queue

Do

Auto attendant menu options map the 0-9, * and # keys (not necessarily contiguous) to destinations including Operator, Person in the organization, Voice app, Resource account, Voicemail, External phone number and announcements 7. Only the first auto attendant or call queue that answers a call needs a licensed resource account; auto attendants and call queues nested behind it can be referenced directly and need no resource account, even if they transfer calls externally 49. The operator is enabled only if an Operator key is also mapped in the menu options 8. When menu dial keys are assigned, Microsoft recommends setting Directory search to None, because dial keys are matched first and would transfer a caller mid-entry, and putting directory search in a separate auto attendant reached by a dial key 4. To use dial by extension, users' extension numbers must be added to their Microsoft Entra ID profiles 36. The auto attendant Voicemail destination is a Microsoft 365 Group's mailbox, and that group must have Let people outside the organization email this team enabled in the Microsoft 365 admin center 11.

An auto attendant can send callers to people, call queues, external numbers, other auto attendants and shared or personal voicemail, with separate routing for business hours, after hours and holidays 2. In auto attendant Step 5 (Holidays call flow), each holiday already created is added with its own greeting and call routing options 5.

Verify

In auto attendant Step 5 (Holidays call flow), each holiday already created is added with its own greeting and call routing options 5. The auto attendant dial scope defaults to All online users, can include or exclude groups, and a new user can take up to 36 hours to appear in the directory 3.

Rollback

Suggested rollback: Edit the business-hours, after-hours, and holiday flow sections to reassign or remove dial key targets.

The call queue answers the number directly

Do

Call queues have no separate routing for off-hours or holidays, and Microsoft recommends putting an auto attendant in front of a call queue even when the queue is staffed around the clock 31.

Verify

Suggested check: Confirm that all caller routing logic is handled by the call queue parameters established in Step 11.

Step 14 Test end to end

Members of a Teams channel

Do

Microsoft provides an admin diagnostic, run from the Microsoft 365 admin center with the resource account entered in Username or Email, that checks tenant, policy and resource account configuration to confirm an auto attendant or call queue can receive calls 35. Internal Teams callers reach an auto attendant or call queue by calling its resource account; external callers dial the phone number assigned to that resource account 46.

Verify

A call queue that uses a Teams channel for agents can take up to 24 hours to become fully operational 19. When a call reaches a queue without a resource account, agents see the call queue name in the incoming-call toast; when it arrives through a resource account, they see the resource account's display name 51. Call queue calls ignore agents' own call-answering (forwarding) rules, while auto attendant calls to a person follow that person's rules; by default agents are not notified of missed queue calls or voicemails 30.

Rollback

Suggested rollback: Revert any temporary schedule changes made for testing back to the desired operational business hours.

A list of individual users or groups

Do

Verify

A user newly added to a group used for queue membership can wait up to 8 hours for their first queue call 43. When a call reaches a queue without a resource account, agents see the call queue name in the incoming-call toast; when it arrives through a resource account, they see the resource account's display name 51. Call queue calls ignore agents' own call-answering (forwarding) rules, while auto attendant calls to a person follow that person's rules; by default agents are not notified of missed queue calls or voicemails 30.

Rollback

Suggested rollback: Revert any temporary schedule changes made for testing back to the desired operational business hours.

Applicability

Applies to: Microsoft Teams Phone and Microsoft Teams Calling Plans. Deployments: multi-tenant. Sources checked 2026-09-24.

Direct Routing service numbers on auto attendants and call queues are supported for Microsoft Teams users and agents only 38.
Since 1 November 2025, Calling Plan licenses on resource accounts no longer support on-behalf-of outbound PSTN calls, and those calls fail unless a funded pay-as-you-go license or Communications Credits are assigned 18.

What remains uncertain

Transfer mode (Conference mode off) is legacy and is set to be deprecated in the second half of 2026, with Microsoft promising at least 3 months' notice of the removal date 75.
For Operator Connect numbers the license page lists no extra requirement, but since 1 November 2025 on-behalf-of outbound PSTN calls from voice apps may be unavailable depending on the operator, and Microsoft tells customers to coordinate with their operator 56.
Auto attendant and call queue configurations store Entra ID GUIDs for authorized users, operators, Person in organization targets and individually added queue members, are not synchronised with Entra lifecycle events, and must be cleaned up by hand when those users leave 39.
The Teams admin center Auto Attendant Usage and Call Queue Usage reports count calls only, exclude voice apps nested without resource accounts and cover at most 28 days; the Power BI historical reports support both nesting methods and cover up to 45 days 73.
Deleting auto attendants, call queues, holidays, or resource accounts is not covered by the sources below.

Sources

1
If business hours are left unchanged, an auto attendant follows its business-hours call flow from 09:00 to 17:00 every day in its configured time zone; any time not set as business hours counts as after hours, and a day can have several time ranges.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 2: Call handling hours · Checked 2026-09-24
2
An auto attendant can send callers to people, call queues, external numbers, other auto attendants and shared or personal voicemail, with separate routing for business hours, after hours and holidays.
Planning - Overview of voice applications · Auto Attendant, first and second paragraphs · Checked 2026-09-24
3
The auto attendant dial scope defaults to All online users, can include or exclude groups, and a new user can take up to 36 hours to appear in the directory.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 6: Dial scope (optional) · Checked 2026-09-24
4
When menu dial keys are assigned, Microsoft recommends setting Directory search to None, because dial keys are matched first and would transfer a caller mid-entry, and putting directory search in a separate auto attendant reached by a dial key.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 3: Business-hours call flow > Directory search · Checked 2026-09-24
5
In auto attendant Step 5 (Holidays call flow), each holiday already created is added with its own greeting and call routing options.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 5: Holidays call flow (optional) · Checked 2026-09-24
6
An auto attendant supports one after-hours call flow, up to 20 holiday sets with up to 50 holidays per set, and up to 15 authorized users.
Reference - Supported Configurations - Microsoft Teams · Auto Attendants · Checked 2026-09-24
7
Auto attendant menu options map the 0-9, * and # keys (not necessarily contiguous) to destinations including Operator, Person in the organization, Voice app, Resource account, Voicemail, External phone number and announcements.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 3: Business-hours call flow > Call routing options; Set menu options · Checked 2026-09-24
8
Microsoft recommends configuring an auto attendant Operator, which receives callers who make no selection or hit a processing error, but the operator is enabled only if an Operator key is also mapped in the menu options.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 1: General info > Operator (optional) · Checked 2026-09-24
9
In auto attendant General info, choose Through a resource account if the auto attendant is called directly, or Through a voice app (no resource account needed) if it is nested behind another voice app that has already answered the call.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 1: General info > How do callers reach this auto attendant · Checked 2026-09-24
10
Auto attendants are created in the Teams admin center under Voice > Auto attendants > Add, using Quick setup or Advanced setup.
Setup - Auto Attendant - Microsoft Teams · Steps to create an auto attendant; Setup options · Checked 2026-09-24
11
The auto attendant Voicemail destination is a Microsoft 365 Group's mailbox, and that group must have Let people outside the organization email this team enabled in the Microsoft 365 admin center.
Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 3: Business-hours call flow > Call routing options > Voicemail · Checked 2026-09-24
12
Because the channel-based interface is desktop-only and channel queues can take up to 24 hours to go live, users-and-groups membership is probably the better fit for agents who mainly answer on mobile or desk phones, and a channel the better fit for desktop teams that collaborate on calls.inferred
Reference - Supported Configurations - Microsoft Teams · Call Queue feature compatibility by device type > Channel Based Queues row and Note 12 · Checked 2026-09-24
13
When the queue's resource account uses Direct Routing numbers, agents who conference or transfer calls also need an online voice routing policy (for transfer mode) and either an Audio Conferencing license or an online voice routing policy.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Call queue representatives, second paragraph · Checked 2026-09-24
14
Call queue agents must be Enterprise Voice enabled users, and agents who answer queue calls in the Teams app must be in TeamsOnly mode.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Call queue representatives · Checked 2026-09-24
15
Call queue agent alert time can be set from 15 to 180 seconds.
Reference - Supported Configurations - Microsoft Teams · Call Queues > Call representative alert time · Checked 2026-09-24
16
Greeting and music audio files can be WAV (uncompressed linear PCM), WMA (mono only) or MP3, and must be no larger than 5 MB.
Reference - Supported Configurations - Microsoft Teams · Audio file formats and maximum size · Checked 2026-09-24
17
Enabling auto attendant and call queue services requires at least one Teams Phone license in the tenant, plus a free Microsoft Teams Phone Resource Account license for each resource account.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Base licensing > Auto Attendant and Call Queue · Checked 2026-09-24
18
Since 1 November 2025, Calling Plan licenses on resource accounts no longer support on-behalf-of outbound PSTN calls, and those calls fail unless a funded pay-as-you-go license or Communications Credits are assigned.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > Important; For Calling Plan customers who received MC1123835 · Checked 2026-09-24
19
A call queue that uses a Teams channel for agents can take up to 24 hours to become fully operational.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Teams channel > Note · Checked 2026-09-24
20
Only a Global Administrator or Teams Administrator can fully manage a call queue that has a Teams channel or Shifts schedule group assigned; other roles must be the channel's creator or owner, or a member of the team, to add it.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Shifts > Important · Checked 2026-09-24
21
In a channel-based call queue, an agent can remove themselves from the channel's Agents list with the toggle next to their name, and other agents may take up to two minutes to see the change.
Managing Support Call Queues in Microsoft Teams · Section on agent availability in channels (heading not verified) · Checked 2026-09-24
22
Channel-based call queues are supported on the Teams Windows and Mac desktop clients; agents on other devices can still answer calls but do not get the collaborative calling interface.
Reference - Supported Configurations - Microsoft Teams · Call Queue feature compatibility by device type > Channel Based Queues row and Note 12 · Checked 2026-09-24
23
If a private channel is assigned to a call queue, calls go to every member of the team rather than only the channel's members, and assigning a private channel can fail.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Teams channel > Known issues · Checked 2026-09-24
24
To take agents from a Teams channel, select Choose a team, then Add a channel, pick the team and channel and Apply; up to 200 agents can be added this way, and only standard channels are fully supported.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Teams channel · Checked 2026-09-24
25
Conference mode is required when Teams users need to consult or transfer calls with call queues, and it is not supported for calls routed to the queue from a Direct Routing gateway enabled for Location-Based Routing.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode · Checked 2026-09-24
26
Microsoft service numbers for voice apps are ordered in the Teams admin center under Voice > Phone numbers > Add, with Microsoft as operator and a number type of Call Queue (Toll/Toll Free) or Auto Attendant (Toll/Toll Free).
Get Microsoft Calling Plan telephone numbers for your organization · Get new phone numbers, steps 2 and 5 · Checked 2026-09-24
27
The tenant must have at least one Microsoft Calling Plan license assigned before it can get phone numbers from Microsoft.
Get Microsoft Calling Plan telephone numbers for your organization · Introduction, second paragraph · Checked 2026-09-24
28
After selecting numbers in the Add phone numbers wizard, the admin has 10 minutes to place the order before the numbers are released to other customers.
Get Microsoft Calling Plan telephone numbers for your organization · Get new phone numbers, step 6 · Checked 2026-09-24
29
A design where callers dial a call queue's number directly gets no business-hours, after-hours or holiday routing, so off-hours callers are handled only by the queue's exception settings (timeout, no agents, overflow).inferred
Planning - Overview of voice applications · Call Queue, paragraphs on exception handling and off hours · Checked 2026-09-24
30
Call queue calls ignore agents' own call-answering (forwarding) rules, while auto attendant calls to a person follow that person's rules; by default agents are not notified of missed queue calls or voicemails.
Reference - Answer voice applications calls · Handling an Auto Attendant call > Note; Handling a Call Queue call > Note and following paragraphs · Checked 2026-09-24
31
Call queues have no separate routing for off-hours or holidays, and Microsoft recommends putting an auto attendant in front of a call queue even when the queue is staffed around the clock.
Planning - Overview of voice applications · Call Queue, last paragraph · Checked 2026-09-24
32
Every call queue that answers calls directly must have a resource account with a Resource Account license, and one call queue can have several resource accounts.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 1: General info > Add an existing resource account · Checked 2026-09-24
33
Call queues are created in the Teams admin center under Voice > Call queues > Add, using Quick setup for simple needs or Advanced setup for more complex routing.
Setup - Call Queue - Microsoft Teams · Steps to create a call queue; Setup options · Checked 2026-09-24
34
Microsoft's getting-started order is to design call flows, obtain Resource Account licenses, create and license resource accounts for apps that answer calls directly, get service numbers, create holidays and agent groups or channels, and then create call queues before the auto attendant that routes to them.
Reference - Getting Started · Getting started, steps 1-10 and the paragraphs after the list · Checked 2026-09-24
35
Microsoft provides an admin diagnostic, run from the Microsoft 365 admin center with the resource account entered in Username or Email, that checks tenant, policy and resource account configuration to confirm an auto attendant or call queue can receive calls.
Setup - Call Queue - Microsoft Teams · Call queue diagnostic tool · Checked 2026-09-24
36
To use dial by extension, users' extension numbers must be added to their Microsoft Entra ID profiles.
Reference - Getting Started · Getting started, step 10 · Checked 2026-09-24
37
Resource accounts support Direct Routing numbers with or without extensions, but the Teams admin center assigns only Direct Routing numbers without extensions; a number with an extension must be assigned with Set-CsPhoneNumberAssignment.
Manage - Resource accounts for voice applications · Obtain phone numbers > Note · Checked 2026-09-24
38
Direct Routing service numbers on auto attendants and call queues are supported for Microsoft Teams users and agents only.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Inbound calls > Note · Checked 2026-09-24
39
Auto attendant and call queue configurations store Entra ID GUIDs for authorized users, operators, Person in organization targets and individually added queue members, are not synchronised with Entra lifecycle events, and must be cleaned up by hand when those users leave.
Reference - Getting Started · Getting started > Important · Checked 2026-09-24
40
Call queue Overflow, Timeout and No Agents exceptions can each disconnect or redirect, and a Voice app redirect can point straight at an auto attendant or call queue rather than its resource account.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling; Nested auto attendants and call queues · Checked 2026-09-24
41
When a voice app transfers to an external number, Calling Plan and Operator Connect present the original caller's number; for Direct Routing it depends on the SBC's P-Asserted-Identity setting: Disabled (default, recommended) shows the original caller, Enabled shows the resource account number.
Reference - Supported Configurations - Microsoft Teams · Outbound calling line identification (number) · Checked 2026-09-24
42
If a team, group or shift has more than 200 members, only the first 200 Enterprise Voice enabled members in alphabetical order become agents of the queue.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering, paragraph after the Shifts Important box · Checked 2026-09-24
43
A user newly added to a group used for queue membership can wait up to eight hours for their first queue call.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Users and groups > Note · Checked 2026-09-24
44
Holidays are created in the Teams admin center under Voice > Holidays > Add; one holiday can hold up to 50 date ranges, and a full-day holiday ends at 12:00 AM on the following day.
Setup - Holidays - Microsoft Teams · Steps to create Holidays, steps 1-10 and Note · Checked 2026-09-24
45
For callers outside Teams to reach an auto attendant or call queue, its resource account needs a Microsoft service number, Operator Connect number, Direct Routing number or hybrid number, which can be toll or toll-free.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Inbound calls · Checked 2026-09-24
46
Internal Teams callers reach an auto attendant or call queue by calling its resource account; external callers dial the phone number assigned to that resource account.
Planning - Overview of voice applications · Auto Attendant, last paragraph; Call Queue, fifth paragraph · Checked 2026-09-24
47
Choosing Longest idle routing automatically enables presence-based routing, and agents whose presence is not Available receive no queue calls.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Routing method; Presence-based call routing > Note · Checked 2026-09-24
48
Nesting without a resource account is not supported for Queues App authorized users: they cannot edit a voice application nested that way.
Planning - Nested Call Flows - Microsoft Teams · Reference the resource account ... > Important · Checked 2026-09-24
49
Only the first auto attendant or call queue that answers a call needs a licensed resource account; auto attendants and call queues nested behind it can be referenced directly and need no resource account, even if they transfer calls externally.
Planning - Nested Call Flows - Microsoft Teams · How to nest call flows > Directly reference the Teams Phone Agent, Auto Attendant, or Call Queue · Checked 2026-09-24
50
Microsoft recommends nesting without resource accounts because it removes extra resource accounts and licensing and makes routing flows easier to understand.
Planning - Nested Call Flows - Microsoft Teams · How to nest call flows > Directly reference ..., third paragraph · Checked 2026-09-24
51
When a call reaches a queue without a resource account, agents see the call queue name in the incoming-call toast; when it arrives through a resource account, they see the resource account's display name.
Planning - Nested Call Flows - Microsoft Teams · How to nest call flows > Directly reference ..., fourth paragraph · Checked 2026-09-24
52
The No Agents exception fires when no agents are opted in (presence-based routing off), or when no agents are logged in or all appear offline (presence-based routing on), and it can apply to all calls or only new calls.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > No Agents Opted/Logged In · Checked 2026-09-24
53
Transferring calls between Calling Plan, Operator Connect and Direct Routing connectivity is not supported for auto attendants and call queues.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Inbound calls > Note, second paragraph · Checked 2026-09-24
54
For Direct Routing, a resource account that makes outbound calls needs an online voice routing policy, and assigning it a phone number is optional.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > For Direct Routing numbers · Checked 2026-09-24
55
For Microsoft-provided numbers, outbound calls by a voice app need a funded pay-as-you-go license or Communications Credits on the resource account, or Telco pay-as-you-go overage for New Commerce customers.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > For Microsoft-provided numbers · Checked 2026-09-24
56
For Operator Connect numbers the license page lists no extra requirement, but since 1 November 2025 on-behalf-of outbound PSTN calls from voice apps may be unavailable depending on the operator, and Microsoft tells customers to coordinate with their operator.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > For Operator Connect numbers; For Operator Connect customers who received MC1123837 · Checked 2026-09-24
57
A resource account needs outbound PSTN capability beyond its Resource Account license if its auto attendant or call queue transfers calls to external numbers, uses call queue callback, or is used as an on-behalf-of caller ID for agents.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls from Teams Phone Agent, Auto Attendant, or Call Queue · Checked 2026-09-24
58
Maximum calls in the queue defaults to 50 and can be 0 to 200, with a setting of 0 preventing the greeting from playing; the call timeout can be 0 seconds to 45 minutes.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > Overflow; Call timeout · Checked 2026-09-24
59
To create and manage resource accounts an admin needs a Teams administrator role (Teams Telephony Administrator, Teams Communications Administrator or Teams Administrator) and the User Administrator role.
Manage - Resource accounts for voice applications · Assign permissions for managing a resource account · Checked 2026-09-24
60
In the Teams admin center, resource accounts are created under Voice > Resource accounts > Add by entering a Display name and Username and choosing a Resource account type of Auto attendant or Call queue.
Manage - Resource accounts for voice applications · Create a resource account > Teams admin center, steps 1-5 · Checked 2026-09-24
61
Microsoft sources disagree on whether every auto attendant and call queue needs a resource account: the resource-accounts article says one is required for each, while the nesting and setup articles say nested auto attendants and call queues that do not answer the call directly need none.disputed
Manage - Resource accounts for voice applications · Introduction, first sentence · Checked 2026-09-24
62
Microsoft states that editing a resource account currently requires either the Global Admin role or the Skype for Business Administrator and User Administrator roles.
Manage - Resource accounts for voice applications · Assign permissions for managing a resource account > Note; Edit a resource account > Note · Checked 2026-09-24
63
An existing resource account's Display name, Resource account type and Voice routing policy can be changed from its Edit pane under Voice > Resource accounts in the Teams admin center.
Manage - Resource accounts for voice applications · Edit a resource account > Teams admin center, step 4 · Checked 2026-09-24
64
The Resource Account license is assigned in the Microsoft 365 admin center under Users > Active users > (resource account) > Licenses and Apps, and when the account will hold a phone number the Select location value must match the number's country.
Manage - Resource accounts for voice applications · Assign a license, steps 1-5 and Note · Checked 2026-09-24
65
Teams Phone Resource Account licenses are obtained through the same purchasing channel as the Teams Phone subscription; Web Direct customers find Microsoft Teams Phone Resource Account in the Microsoft 365 admin center Marketplace and must still select Buy even though it costs nothing.
Microsoft Teams Phone Resource Account licenses · How to obtain Microsoft Teams Phone Resource Account licenses · Checked 2026-09-24
66
Microsoft sources disagree on whether extra Teams Phone Resource Account licenses cost anything: the resource-accounts article says licenses beyond the zero-cost allocation can be purchased at a cost, while the license article says there is no longer any cost.disputed
Manage - Resource accounts for voice applications · Obtain Microsoft Teams Phone Resource Account licenses, first paragraph · Checked 2026-09-24
67
Microsoft advises one Resource Account license per auto attendant and call queue and suggests getting a few spare licenses, at least five, to allow later changes.
Manage - Resource accounts for voice applications · Obtain Microsoft Teams Phone Resource Account licenses, step 5.1 · Checked 2026-09-24
68
A phone number is assigned to a resource account in the Teams admin center under Voice > Resource accounts by selecting the account, choosing Assign/unassign, picking the Phone number type and adding the number with its country code.
Manage - Resource accounts for voice applications · Assign a phone number, steps 1-6 · Checked 2026-09-24
69
Resource accounts can take Calling Plan service numbers, Direct Routing numbers or Operator Connect numbers, either toll or toll-free, and a number is needed only if the auto attendant or call queue must be reachable directly by phone number.
Manage - Resource accounts for voice applications · Obtain phone numbers · Checked 2026-09-24
70
Resource accounts are disabled for sign-in and must stay that way, and chat and presence do not work for them.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Base licensing > Auto Attendant and Call Queue > Note · Checked 2026-09-24
71
Microsoft's recommended call queue settings are Conference mode On, Routing method Round robin or Longest idle, Presence-based routing On and an Agent alert time of at least 20 seconds.
Setup - Call Queue - Microsoft Teams · Summary of recommended call queue settings · Checked 2026-09-24
72
Serial routing order cannot be set when membership comes from a group, Shifts schedule group or Teams channel.
Reference - Supported Configurations - Microsoft Teams · Call Queue feature compatibility by call queue type > Notes, note 5 · Checked 2026-09-24
73
The Teams admin center Auto Attendant Usage and Call Queue Usage reports count calls only, exclude voice apps nested without resource accounts and cover at most 28 days; the Power BI historical reports support both nesting methods and cover up to 45 days.
Planning - Reporting Considerations · Reporting and nesting > Teams admin center usage reports; ... historical reports in Power BI · Checked 2026-09-24
74
Reserving and using Microsoft toll-free numbers requires a pay-as-you-go billing method (Communications Credits).
Get Microsoft Calling Plan telephone numbers for your organization · How many telephone numbers can you get? > Toll-free row and Important note · Checked 2026-09-24
75
Transfer mode (Conference mode off) is legacy and is set to be deprecated in the second half of 2026, with Microsoft promising at least three months' notice of the removal date.
Reference - Supported Configurations - Microsoft Teams · Call Queue feature compatibility by call queue type > Notes, note 8 · Checked 2026-09-24
76
Text-to-speech greetings must be typed in the language selected for the voice app, because the system does not translate; typed greetings can be up to 1,000 characters.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 1 > Set the Call queue language > Important; Step 2: Greeting and music · Checked 2026-09-24
77
With Choose users and groups, up to 20 agents can be added individually and up to 200 through groups, which can be distribution lists, security groups, Microsoft 365 Groups or Teams teams.
Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Users and groups · Checked 2026-09-24
78
Microsoft describes Teams Phone as its technology for call control and PBX capabilities delivered in the Microsoft 365 cloud.
What is Teams Phone · What is Teams Phone, opening paragraph · Checked 2026-09-24
79
Auto attendants and call queues are not available with a Teams Enterprise license alone; they require Teams Phone licensing, with resource accounts using Teams Phone Resource Account licenses.
Teams Phone features · Teams Phone features, table 'Teams calling features', rows 'Auto attendants' and 'Call queues' · Checked 2026-09-24
80
Editing an existing resource account currently requires either Global Administrator or both Skype for Business Administrator and User Administrator.
Manage - Resource accounts for voice applications - Microsoft Teams · Edit a resource account > Note · Checked 2026-09-24
81
Microsoft lists four PSTN connectivity models for Teams Phone: Microsoft Teams Calling Plan, Operator Connect, Teams Phone Mobile and Direct Routing.
PSTN connectivity options · PSTN connectivity options, section 'PSTN connectivity options' · Checked 2026-09-24
82
Teams Phone Mobile supports user phone numbers only; unlike Calling Plan, Operator Connect and Direct Routing, it does not support Audio Conferencing or voice application (auto attendant and call queue) numbers.
PSTN connectivity options · PSTN connectivity options, Note after the four models and comparison table row 'Supports Audio Conferencing and voice application numbers' · Checked 2026-09-24
83
Transfers between Calling Plan, Operator Connect and Direct Routing connectivity are not supported for these voice apps.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Inbound calls > Note · Checked 2026-09-24
84
Microsoft states there is no longer any cost for Teams Phone Resource Account licenses, but the admin must still complete a Buy step at zero cost through the same purchasing channel used for the subscription containing Teams Phone.disputed
Microsoft Teams Phone Resource Account licenses · Microsoft Teams Phone Resource Account licenses, opening Note and section 'How to obtain Microsoft Teams Phone Resource Account licenses' step 9 Note · Checked 2026-09-24
85
Tenants with Teams Phone Standard, Teams Phone with Calling Plan or Teams Shared Devices must still complete the purchase process for their Teams Phone Resource Account allocation; the allotment is zero cost at checkout and extra licenses can be bought at a cost.
Manage - Resource accounts for voice applications - Microsoft Teams · Obtain Microsoft Teams Phone Resource Account licenses · Checked 2026-09-24
86
When a resource account is created in the Teams admin center (Voice > Resource accounts > Add), its type is set to Auto attendant or Call queue; the PowerShell equivalent is New-CsOnlineApplicationInstance.
Manage - Resource accounts for voice applications - Microsoft Teams · Create a resource account > Teams admin center; PowerShell · Checked 2026-09-24
87
Every resource account for an auto attendant or call queue must be assigned a Teams Phone Resource Account license, whether or not it will be assigned a telephone number; a Calling Plan is needed only if the resource account must dial out.
Microsoft Teams Phone Resource Account licenses · Microsoft Teams Phone Resource Account licenses, paragraphs 1-2 and second Note · Checked 2026-09-24
88
Teams Phone Standard must not be assigned to resource accounts; when converting, remove Teams Phone Standard and assign the Resource Account license in the same license activity, otherwise the resource account (and its auto attendants and call queues) may stop working.
Microsoft Teams Phone Resource Account licenses · Microsoft Teams Phone Resource Account licenses, section 'Change an existing resource account to use a Microsoft Teams Phone Resource Account license', Warning block · Checked 2026-09-24
89
Under Operator Connect, the operator is responsible for PSTN connectivity, number provisioning and porting, calling services and PSTN-related support; Microsoft is responsible for Teams services, Teams Phone administration, the Teams admin center and the Teams-to-operator integration.
Plan for Operator Connect · Plan for Operator Connect, section 'Support boundaries' · Checked 2026-09-24
90
The prerequisites page warns that outbound calls fail if Calling Plan resource accounts making outbound, callback or on-behalf-of calls had no pay-as-you-go license or Communications credits assigned by 2025-11-01.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Important > For Calling Plan customers who received MC1123835 · Checked 2026-09-24
91
Microsoft lists no extra licensing requirement for Operator Connect numbers, but it says that from 2025-11-01 on-behalf-of outbound, callback and external-transfer calls may be unavailable depending on the operator and must be coordinated with the carrier.
Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > For Operator Connect numbers; For Operator Connect customers who received MC1123837 · Checked 2026-09-24

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 24). Setting up Microsoft Teams auto attendants and call queues. WarmTransfer. https://warmtransfer.net/guides/teams-auto-attendant-call-queue-setup

BibTeX

@misc{warmtransfer-teams-auto-attendant-call-queue-setup,
  title  = {Setting up Microsoft Teams auto attendants and call queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/teams-auto-attendant-call-queue-setup},
  note   = {Verified 2026-09-24}
}