Planning - Nested Call Flows - Microsoft Teams

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/microsoftteams/aa-cq-plan-nesting

Published

2026-08-31

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Microsoft Learn terms of use; source repository license not verified in this run; no-redistribution; short excerpts and locators only

Source notes citing this source

• Authorized users in Queues App cannot edit a voice app that is nested without a resource account. in context
• Only the first Teams Phone Agent, auto attendant or call queue that answers a call needs a licensed resource account; voice apps nested behind it need none, even if they transfer calls externally. in context
• When a call reaches a queue by a direct voice-app reference, the agent's call toast shows the call queue name; when it arrives through a resource account, the toast shows the resource account's display name. in context
• Nesting without a resource account is not supported for Queues App authorized users: they cannot edit a voice application nested that way. in context
• 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. in context
• Microsoft recommends nesting without resource accounts because it removes extra resource accounts and licensing and makes routing flows easier to understand. in context
• 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. in context
• An auto attendant or call queue nested behind a voice app that has already answered the call does not need a resource account, even if it transfers calls externally; the resource account on the first voice app receiving the call is the one that must be licensed. in context

Cite this source record

APA

WarmTransfer. (2026, August 31). Planning - Nested Call Flows - Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-plan-nesting

BibTeX

@misc{warmtransfer-ms-learn-aa-cq-plan-nesting,
  title  = {Planning - Nested Call Flows - Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-plan-nesting},
  note   = {Microsoft, accessed 2026-09-24}
}