Planning - Overview of voice applications

Publisher

Microsoft

URL

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

Published

2026-08-31

Updated

unknown

Accessed

2026-09-21

HTTP status

200

License

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

Source notes citing this source

• A Teams auto attendant directs callers from menu options to people, call queues, external numbers, other auto attendants or voicemail, with separate routing for business hours, after hours and holidays. in context
• Teams call queue exception handling can redirect calls when no agents are logged in, when the number waiting exceeds a set limit, or when wait time exceeds a set limit. in context
• Teams call queues don't provide separate routing for off hours and holidays, and Microsoft recommends putting an auto attendant in front of a call queue even when it is staffed around the clock. in context
• Communication Manager vector/VDN call flows have no one-to-one Teams or Webex Calling object; a typical rebuild splits time-of-day and menu logic into auto attendants and queueing into call queues or hunt groups, and complex vectors (skills, database lookups) need a contact center platform. inferred in context
• Call queue exception handling can redirect calls to people, voicemail, other call queues or auto attendants when no agents are signed in, when the number of waiting callers exceeds a configured limit, or when a caller's wait time exceeds a configured limit. in context
• Call queues do not provide separate call routing for off hours and holidays, and Microsoft recommends using an auto attendant in front of the queue to direct calls even where the queue is staffed around the clock. in context
• Internal Teams callers reach an auto attendant or call queue by calling its resource account, while external callers reach it by dialling the phone number assigned to that resource account. in context
• Call queues have no separate after-hours or holiday routing, so Microsoft recommends putting an auto attendant in front of a call queue even if it is staffed 24/7. in context
• Teams Phone Agent, an AI conversational extension of auto attendants, was available only through the Frontier Public Preview program as of the page date; it entered that preview on 2026-06-15. in context

Cite this source record

APA

WarmTransfer. (2026, August 31). Planning - Overview of voice applications. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-plan-overview

BibTeX

@misc{warmtransfer-ms-learn-aa-cq-plan-overview,
  title  = {Planning - Overview of voice applications},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-plan-overview},
  note   = {Microsoft, accessed 2026-09-21}
}