Design - Call flows for voice applications - Microsoft Teams

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/microsoftteams/aa-cq-design-call-flows

Published

2026-08-31

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Microsoft Learn terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• A single call can make at most 25 transitions through Teams auto attendants and call queues and is disconnected after the 25th; returning to the same auto attendant's main menu after an announcement or a repeat option counts as a transition. in context
• A single Teams auto attendant supports only one dial-by method, so offering both dial by name and dial by extension requires separate auto attendants. in context
• Microsoft advises against assigning service numbers directly to Teams call queues unless the queue is staffed 24/7, because call queues have no separate after-hours or holiday handling; the number should go on an auto attendant that redirects to the queue during business hours. in context
• Microsoft advises using terminology callers understand rather than internal names in menu prompts. in context
• Microsoft advises avoiding frequent routing changes and, when auto attendant menu options change, telling callers so in the prompts for the first 30 days. in context
• Microsoft advises analysing the types and frequency of incoming calls on the existing system and putting the most common options first in the menu. in context
• Microsoft suggests answering frequent basic-information requests such as business hours, location or website with recorded auto attendant messages. in context
• Microsoft's call routing best practices say to keep auto attendant menus to five or fewer items because callers have trouble remembering more, and to use nested auto attendants when more options are needed. in context
• Microsoft advises stating the service before the key (For Sales press 1) rather than the key before the service (Press 1 for Sales). in context

Cite this source record

APA

WarmTransfer. (2026, August 31). Design - Call flows for voice applications - Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-design-call-flows

BibTeX

@misc{warmtransfer-ms-learn-aa-cq-design-call-flows,
  title  = {Design - Call flows for voice applications - Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-design-call-flows},
  note   = {Microsoft, accessed 2026-09-25}
}