Troubleshooting Teams call queues and auto attendants

See also

Sources

1. 1
   An equivalent auto attendant diagnostic runs in the Microsoft 365 admin center against the auto attendant's resource account and returns steps to fix tenant, policy or resource account configurations that prevent it receiving calls.

   Setup - Auto Attendant - Microsoft Teams · Auto attendant diagnostic tool · Checked 2026-09-25
2. 2
   Auto attendant dial keys are matched before directory search, so a caller dialling a name or extension that begins with a mapped key is routed immediately; Microsoft recommends setting Directory search to None when dial keys are assigned and using a separate directory auto attendant.

   Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 3: Business-hours call flow > Directory search · Checked 2026-09-25
3. 3
   A new user can take up to 36 hours to be listed in the auto attendant directory, and users who are in both the include and exclude lists or are hidden from the Exchange GAL are excluded.

   Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 6: Dial scope (optional) · Checked 2026-09-25
4. 4
   For Direct Routing, if an auto attendant can transfer to an internal user or bot but not to an external PSTN number, Microsoft says this may indicate missing or incorrect licensing on the auto attendant.

   Issues with call transfers - Microsoft Teams · Auto attendant doesn't transfer calls to an external PSTN number · Checked 2026-09-25
5. 5
   To redirect auto attendant calls to shared voicemail (a Microsoft 365 group mailbox), the 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 destination) · Checked 2026-09-25
6. 6
   An auto attendant sends callers to the Operator when they make no menu selection or when a call processing error occurs, such as a transfer to an invalid number, but the Operator feature is enabled only if an Operator key is also mapped in the menu.

   Setup - Auto Attendant - Microsoft Teams · Advanced setup > Step 1: General info > Operator (optional) · Checked 2026-09-25
7. 7
   Agents manage their call queue opt-in or opt-out in the Teams client under Settings and more > Settings > Calls > Call handling and routing.

   Manage your call queue and auto attendant settings in Microsoft Teams · Menu path section as summarised by WebFetch (page text not seen) · Checked 2026-09-25
8. 8
   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.

   Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Call queue representatives · Checked 2026-09-25
9. 9
   Call queue agent alert time can be set from a minimum of 15 to a maximum of 180 seconds, but for agents on Teams for Windows with a Bluetooth device selected as the Teams audio device the maximum ring time is 120 seconds.

   Reference - Supported Configurations - Microsoft Teams · Call Queues (limits list) > Call representative alert time, note 1 · Checked 2026-09-25
10. 10
    Blind-transfer behaviour for Direct Routing changed in June 2026 (Message center MC1296872): Microsoft now ends the call immediately after the SBC accepts the transfer, without waiting for the final transfer result.

    Issues with call transfers - Microsoft Teams · Calls drop before the transfer is completed (blind transfers paragraph) · Checked 2026-09-25
11. 11
    Callback is offered only after the hold music finishes playing, so a call timeout shorter than callback eligibility plus the music length prevents callback; with default music (two minutes long), a 60-second eligibility and 120-second timeout never offers callback.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 5: Callback > Callback and call queue timeouts · Checked 2026-09-25
12. 12
    The call queue setup page's Assign calling ID note still lists 'a Calling Plan license and a phone number assigned' as one way to satisfy the licensing for a caller-ID resource account, which conflicts with the licensing reference's statement that Calling Plan licenses stopped being supported for on-behalf-of outbound PSTN calls on 1 November 2025.disputed

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 1: General info > Assign a calling ID (optional) > Note · Checked 2026-09-25
13. 13
    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.

    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > Important: Changes to licensing required for auto attendant and call queue outbound PSTN calling; expandable 'For Calling Plan customers who received MC1123835' · Checked 2026-09-25
14. 14
    When a call queue's agents are supplied by a Teams channel, the queue can take up to 24 hours to become fully operational, and only standard channels are fully supported.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Teams channel (Note) · Checked 2026-09-25
15. 15
    Conference mode is required if Teams users need to consult or transfer calls with call queues.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode (conditions list) · Checked 2026-09-25
16. 16
    Automatic recording, compliance recording, shared call history and monitor/whisper/barge/takeover for call queues all require conference mode to be enabled.

    Reference - Supported Configurations - Microsoft Teams · Call Queues > Call Queue feature compatibility by call queue type > Notes 12, 13 and 14 · Checked 2026-09-25
17. 17
    Conference mode is not supported for calls routed to the queue from a Direct Routing gateway that is enabled for Location-Based Routing.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode (conditions list) · Checked 2026-09-25
18. 18
    With conference mode, agents can hear the queue's music on hold for up to two seconds when first joining the call.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode (conditions list) · Checked 2026-09-25
19. 19
    With conference mode, agents' Teams accounts must be in TeamsOnly mode; agents who do not meet the requirement are left out of the call routing list.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode · Checked 2026-09-25
20. 20
    For consultative transfers over Direct Routing, calls drop early if the SIP proxy does not get a 202 Accepted and NOTIFY progress from the SBC or the SBC sends BYE too early; the SBC must send 202 and NOTIFY so the proxy can end the original call after a NOTIFY carrying 200 OK.

    Issues with call transfers - Microsoft Teams · Calls drop before the transfer is completed · Checked 2026-09-25
21. 21
    Admins can run a call queue diagnostic in the Microsoft 365 admin center by entering the queue's resource account, and it reports tenant, policy and resource account configuration problems that stop the queue from receiving calls.

    Setup - Call Queue - Microsoft Teams · Call queue diagnostic tool · Checked 2026-09-25
22. 22
    Call queue calls are not forwarded according to the agent's call answering rules, unlike auto attendant calls, which do follow those rules.

    Reference - Answer voice applications calls · Handling a Call Queue call (Note); Handling an Auto Attendant call (Note) · Checked 2026-09-25
23. 23
    Every Teams call queue that directly answers calls must have an associated resource account, and every resource account must be assigned a Microsoft Teams Phone Resource Account license.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 1: General info > Add an existing resource account · Checked 2026-09-25
24. 24
    Transferring calls between PSTN connectivity methods (Calling Plan, Operator Connect and Direct Routing) is not supported for auto attendants and call queues.

    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Inbound calls (Note) · Checked 2026-09-25
25. 25
    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.

    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Call queue representatives · Checked 2026-09-25
26. 26
    Call queues assigned a Direct Routing number do not support Skype for Business clients, Lync clients or Skype for Business IP phones as agents, and support the Teams client only in TeamsOnly coexistence mode.

    Reference - Supported Configurations - Microsoft Teams · Call Queues > Call Queue feature compatibility by call queue type > Note 11 · Checked 2026-09-25
27. 27
    Field pattern: when one agent in a queue gets no call notifications while others do, Microsoft Q&A moderators suggest comparing the agent's licensing, policies and queue membership against a working agent, signing out and back in, clearing the Teams cache, and checking Do Not Disturb or forwarding.field report

    A user which is added to a call queue is not getting calls notification. Others in the call queue are able to see the incoming call. · Moderator answer (JimmyYang-MSFT), items 1-4 · Checked 2026-09-25
28. 28
    If a team, group or shift assigned to a call queue has more than 200 members, only the first 200 Enterprise Voice enabled members in alphabetical order are added as agents; individually added users are capped at 20.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Shifts (Important box) and Users and groups · Checked 2026-09-25
29. 29
    A user newly added to a group that supplies call queue agents can take up to eight hours to receive their first call from the queue.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Users and groups (Note) · Checked 2026-09-25
30. 30
    Teams can transfer a Direct Routing call by SIP REFER, by SIP INVITE with a Replaces header, or through internal Teams infrastructure, in that order of preference; the INVITE-with-Replaces method is mostly used for call queue responses.

    Issues with call transfers - Microsoft Teams · Call transfer methods (numbered list) · Checked 2026-09-25
31. 31
    When presenting a call to an agent conflicts with Location-Based Routing restrictions, the agent gets a call toast but cannot answer, and this continues until another agent answers, the caller hangs up or the queue times out.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection (Important box) · Checked 2026-09-25
32. 32
    Selecting Longest idle automatically enables presence-based routing even though the toggle shows Off and greyed out, and when there are fewer queued calls than available agents only the two longest-idle agents are offered calls.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing (Note on Longest idle) · Checked 2026-09-25
33. 33
    Known issue: when an agent gets a call queue call on a locked mobile device, the call can go on hold, and the agent must unlock the device before answering.

    Reference - Answer voice applications calls · Known issues · Checked 2026-09-25
34. 34
    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.

    Planning - Nested Call Flows - Microsoft Teams · How to nest call flows > Directly reference the Teams Phone Agent, Auto Attendant, or Call Queue · Checked 2026-09-25
35. 35
    Known issue: with Longest idle routing, the No Agents treatment does not work when set to New Calls Only and new calls are queued, while All Calls works as expected.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > No Agents Opted/Logged In > Known issues item 1 · Checked 2026-09-25
36. 36
    The No Agents exception triggers when no agents are opted in (presence-based routing off), or when no agents are logged in or all agents are set to Appear Offline (presence-based routing on); otherwise calls are queued.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > No Agents Opted/Logged In (Note) · Checked 2026-09-25
37. 37
    By default, agents are not notified of missed calls or voicemails for call queue calls.

    Reference - Answer voice applications calls · Handling a Call Queue call · Checked 2026-09-25
38. 38
    Without presence-based routing, multiple queued calls are presented to agents simultaneously regardless of presence, producing multiple call notifications to agents.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing · Checked 2026-09-25
39. 39
    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.

    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls ... > expandable 'For Operator Connect customers who received MC1123837' · Checked 2026-09-25
40. 40
    An agent who has opted out of taking calls receives no queue calls regardless of their availability status.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing · Checked 2026-09-25
41. 41
    When a voice app transfers to an external number, Calling Plan and Operator Connect show the original caller's number, while Direct Routing 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 2026-09-25
42. 42
    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.

    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Outbound calls from Teams Phone Agent, Auto Attendant, or Call Queue · Checked 2026-09-25
43. 43
    Maximum calls in the queue defaults to 50 and can be set from 0 to 200; the limit counts only calls waiting to be answered, and at 0 the greeting message cannot play.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > Overflow: Set how to handle call overflow · Checked 2026-09-25
44. 44
    With presence-based routing, only agents whose status is Available are in the routing list; agents in any other status get no queue calls until they return to Available.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing · Checked 2026-09-25
45. 45
    Microsoft documents that with presence-based routing an agent may receive a queue call shortly after becoming unavailable, or see a short delay before receiving calls after becoming available.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing (Note) · Checked 2026-09-25
46. 46
    Known issue: when a private channel is assigned to a call queue, calls are distributed to all members of the team rather than only the private 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 2026-09-25
47. 47
    Creating a resource account requires a Teams administrator role (Teams Telephony, Teams Communications or Teams Administrator) plus the User Administrator role, and editing one currently requires Global Admin or Skype for Business Administrator plus User Administrator.

    Manage - Resource accounts for voice applications - Microsoft Teams · Assign permissions for managing a resource account · Checked 2026-09-25
48. 48
    Subscriptions with Teams Phone get a zero-cost allocation of Teams Phone Resource Account licenses, but admins must still complete the purchase process in the Microsoft 365 admin center to acquire them; extra licenses beyond the allocation cost money.

    Manage - Resource accounts for voice applications - Microsoft Teams · Obtain Microsoft Teams Phone Resource Account licenses · Checked 2026-09-25
49. 49
    Resource accounts for auto attendants and call queues are disabled for sign-in and must stay that way; chat and presence don't work for them, and any presence shown will not change.

    Manage - Resource accounts for voice applications - Microsoft Teams · Introduction (Note) · Checked 2026-09-25
50. 50
    Microsoft's recommended call queue settings are conference mode On, routing method Round robin or Longest idle, presence-based routing On, and agent alert time of at least 20 seconds.

    Setup - Call Queue - Microsoft Teams · Summary of recommended call queue settings · Checked 2026-09-25
51. 51
    If the SBC never receives a SIP REFER, Microsoft advises allowing incoming connections from any Microsoft signaling IP address, because the REFER can arrive over a new TLS connection from a different address than earlier call legs.

    Issues with call transfers - Microsoft Teams · No SIP REFER received by the SBC from the SIP proxy, step 2 · Checked 2026-09-25
52. 52
    When the Microsoft SIP proxy sends a REFER, the SBC must send the new INVITE back to the SIP proxy, not to the PSTN, even for transfers to an external number, copying the Refer-To and Referred-By strings unchanged.

    Issues with call transfers - Microsoft Teams · Call transfer methods (process steps 2-5) · Checked 2026-09-25
53. 53
    Agents using the Skype for Business client are excluded from the routing list when presence-based routing is enabled, so Microsoft advises against enabling it if any agents use Skype for Business.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing (final paragraph) · Checked 2026-09-25
54. 54
    Known issue: special characters in the greeting message used when redirecting to Voicemail (shared) are not spoken by the system.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > No Agents Opted/Logged In > Known issues item 2 · Checked 2026-09-25
55. 55
    Inference: when one agent misses queue calls that other agents receive, the documented causes that are specific to one agent (Enterprise Voice enablement, TeamsOnly mode, opt-out state, presence under presence-based routing, the 200-member cutoff, and group sync delay of up to eight hours) are more likely than resource account or tenant faults, which would affect every agent.inferred

    Setup - Call Queue - Microsoft Teams · Synthesis of Step 3: Call answering, Step 4: Agent selection, and Conference mode sections · Checked 2026-09-25
56. 56
    The Teams admin center Auto Attendant Usage and Call Queue Usage reports give only a count of calls received, cover no more than 28 days, and exclude voice apps nested without resource accounts; the Power BI historical reports and Queues App reach 45 days.

    Planning - Reporting Considerations · Reporting and nesting > Teams admin center usage reports · Checked 2026-09-25
57. 57
    Inference: in a presence-based queue where every agent is Busy or Away but at least one is signed in and not Appear Offline, calls are held until the Call Timeout expires rather than triggering No Agents, so a short timeout pointing to voicemail makes calls appear to go straight to voicemail.inferred

    Setup - Call Queue - Microsoft Teams · Step 6: Exception handling > Call timeout and No Agents Opted/Logged In (Note); Step 4 Presence-based call routing · Checked 2026-09-25
58. 58
    The call queue Call Timeout (maximum wait time) can be set from 0 seconds to 45 minutes, after which the call is redirected or disconnected according to the timeout exception setting.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > Call timeout: Set how to handle call timeouts · Checked 2026-09-25
59. 59
    Microsoft's supported-configurations reference says call queue transfer mode is set to be deprecated in the second half of 2026, with the exact timeline to be confirmed at least three months in advance.

    Reference - Supported Configurations - Microsoft Teams · Call Queues > Call Queue feature compatibility by call queue type > Note 8 · Checked 2026-09-25
60. 60
    Transfer mode (conference mode disabled) is in legacy mode, and Microsoft says a Message center post will be made at least three months before its scheduled removal date.

    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Conference mode (Important box) · Checked 2026-09-25

Documents

Cite this page

WarmTransfer. (2026, September 25). Troubleshooting Teams call queues and auto attendants. WarmTransfer. https://warmtransfer.net/knowledge/teams-call-queue-troubleshooting

@misc{warmtransfer-teams-call-queue-troubleshooting,
  title  = {Troubleshooting Teams call queues and auto attendants},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/teams-call-queue-troubleshooting},
  note   = {Verified 2026-09-25}
}