Source record · tier 2 current vendor documentation
Reference - Voice applications prerequisites and licensing - Microsoft Teams
- Publisher
- Microsoft
- URL
- https://learn.microsoft.com/en-us/microsoftteams/aa-cq-reference-prerequisites-licensing
- Published
- 2026-09-04
- 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
- All authorized users must be Enterprise Voice enabled. in context
- Enabling auto attendant and call queue services requires at least one Teams Phone license in the tenant. in context
- Call queue agents must be Enterprise Voice enabled and in TeamsOnly mode if they use the Teams app; if the queue's resource account uses Direct Routing, agents who conference or transfer also need an online voice routing policy (in transfer mode) and either an Audio Conferencing license or an online voice routing policy. in context
- Transfers between Calling Plan, Operator Connect and Direct Routing connectivity are not supported for these voice apps. in context
- For Direct Routing, outbound PSTN from a resource account requires an online voice routing policy on that resource account; a phone number is optional. in context
- 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. in context
- 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. in context
- For Microsoft-provided numbers, outbound PSTN from a resource account needs a funded pay-as-you-go license, Communications credits, or Telco pay-as-you-go overage (New Commerce); Calling Plan licenses on resource accounts stopped being supported for this on 2025-11-01. in context
- Transfers to an external number, call queue callback, and agent on-behalf-of outbound caller ID each require the resource account to have outbound PSTN provisioning beyond the Teams Phone Resource Account license. in context
- Each resource account needs a Microsoft Teams Phone Resource Account license, which Microsoft describes as free. in context
- The prerequisites page says a User Administrator or higher role is required to create and license resource accounts and does not mention a Teams administrator role, whereas the resource-accounts page requires a Teams administrator role plus User Administrator. disputed in context
- 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. in context
- Call queue agents must be Enterprise Voice enabled users, and agents who answer queue calls in the Teams app must be in TeamsOnly mode. in context
- 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. in context
- 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. in context
- Direct Routing service numbers on auto attendants and call queues are supported for Microsoft Teams users and agents only. in context
- 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. in context
- Transferring calls between Calling Plan, Operator Connect and Direct Routing connectivity is not supported for auto attendants and call queues. in context
- For Direct Routing, a resource account that makes outbound calls needs an online voice routing policy, and assigning it a phone number is optional. in context
- 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. in context
- 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. in context
- 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. in context
- Resource accounts are disabled for sign-in and must stay that way, and chat and presence do not work for them. in context
- Call queue agents must be Enterprise Voice enabled users, either online or on-premises, and agents using the Teams app for queue calls must be in TeamsOnly mode. in context
- Since 1 November 2025, Calling Plan licenses on resource accounts are no longer supported for on-behalf-of outbound PSTN calls; without funded pay-as-you-go or Communications Credits on the resource account, those outbound calls fail. in context
- Transferring calls between PSTN connectivity methods (Calling Plan, Operator Connect and Direct Routing) is not supported for auto attendants and call queues. in context
- If the queue's resource account uses Direct Routing numbers, agents who need to conference or transfer calls also need an Audio Conferencing license or an online voice routing policy, and need an online voice routing policy if the queue uses transfer mode. in context
- For Operator Connect numbers, Microsoft's MC1123837 guidance says on-behalf-of outbound scenarios (agent OBO calls, AA/CQ outbound calls, callback) may no longer be available from 1 November 2025 depending on the operator, and outbound calls fail unless this is arranged with the carrier. in context
- When an auto attendant or call queue transfers to an external number, uses callback, or lends its resource account for agent outbound caller ID, the resource account needs more than the Resource Account license: funded pay-as-you-go or Communications Credits for Microsoft numbers, an online voice routing policy for Direct Routing, and nothing extra for Operator Connect. in context
Cite this source record
APA
WarmTransfer. (2026, September 4). Reference - Voice applications prerequisites and licensing - Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-prereqs-licensing
BibTeX
@misc{warmtransfer-ms-learn-aa-cq-prereqs-licensing,
title = {Reference - Voice applications prerequisites and licensing - Microsoft Teams},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/sources/ms-learn-aa-cq-prereqs-licensing},
note = {Microsoft, accessed 2026-09-24}
}