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Configuration · guide

Setting up the Teams Queues app for Teams Phone call queues

Microsoft Teams Phone

Verified 2026-10-01 · 69 sources · tier 2 · 2 disputed

For Teams administrators who already run Teams Phone auto attendants and call queues and want to give agents the Queues app and team leads delegated control without Teams admin center access..

The Queues app is enabled by default for every Teams user who is assigned both Teams Premium and Teams Phone licenses and is voice enabled, and it is supported on the Teams Windows desktop, Mac and VDI clients and on touch-screen Teams phones 22 20. Authorized users are Teams users whom an admin authorizes to change auto attendant and call queue configuration without Teams admin center access or an administrative role, and they can make changes only when they hold both a voice applications policy that enables a change and an authorized-user assignment on at least one auto attendant or call queue 11 49.

Before you start

Microsoft says Teams cloud calling with auto attendants and call queues meets some organizations' needs, while integrating a contact center solution with Teams Phone is supported for organizations that want business tools and workflows to drive the customer journey 41. Contact centers integrate with Teams through the Unify, Extend or Connect integration models, and Microsoft runs a contact center certification program that lists certified solutions 15. WarmTransfer's reading of the sources is that an organization whose needs exceed the Queues app's documented scope, such as 200 agents per queue, 15 authorized users per queue, 45 days of history and voice-only queue features, is likely better served by a certified contact center than by the Queues app 16.

Prerequisites:

  • Auto attendants and call queues are not available with a Teams Enterprise license alone; they require Teams Phone licensing, with resource accounts using Teams Phone Resource Account licenses 66.
  • Microsoft's procedure for authorized users is to assign licenses and enable voice, assign user phone numbers, create a voice applications policy, assign it to the user, create the auto attendant or call queue with licensed resource accounts, add the user as an authorized user, and then optionally set up the Queues app 12.
  • If a call queue uses a distribution list, Microsoft 365 Group, Teams channel or Shifts, the owner of that group can add or remove agents without Teams Premium or the Queues app 27.

Inventory:

  • A Teams call queue is limited to 200 agents, individually added users are limited to 20, and only the first 200 Enterprise Voice enabled members of a larger group, team or shift are added, in alphabetical order 7.
  • An auto attendant or call queue can have at most 15 authorized users 34.
  • Microsoft advises no more than 100 call queues assigned per Queues app user for the best experience and sets a hard limit of 200 call queues per user 55.
  • Microsoft's stated best practice is that a custom voice applications policy gives a user the minimum permissions needed for their job, with multiple policies for different tiers, for example supervisors with real-time and historical reporting and shift leads with real-time reporting plus agent opt in and out 32.
  • Because each tier is its own policy, repeat the policy creation and assignment steps for every lower lead role you also need 32.

What changes by situation

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Step 1 Confirm the call queues, auto attendants and agents are ready

Do

In the Teams admin center, open Voice > Call queues and Voice > Auto attendants, where call queues and auto attendants are created and edited 18.

  • Every resource account for an auto attendant or call queue has a Teams Phone Resource Account license, whether or not it has a telephone number 67.
  • No resource account has Teams Phone Standard; when converting one, remove Teams Phone Standard and assign the Resource Account license in the same license activity, otherwise the resource account and its auto attendants and call queues may stop working 68.
  • Every call queue agent is Enterprise Voice enabled, and agents who answer queue calls in the Teams app are in TeamsOnly mode 6.
  • Any auto attendant or call queue that a lead will edit is not nested without a resource account, because authorized users cannot edit such a voice app in the Queues app 42.

Verify

Run the Microsoft 365 admin center diagnostic against each call queue's or auto attendant's resource account to check that it can receive calls and to get next steps for tenant, policy or resource account problems 17.

Step 2 License agents and leads and enable them for voice

Do

  • Assign both a Teams Phone license and a Teams Premium license to every user who will use the Queues app, because Microsoft's licensing reference states that agents as well as leads require Teams Premium 33 8.
  • Make sure each of those users also has a Teams license, because Teams Premium is an add-on that does not replace it 54.
  • Voice-enable each user by turning Enterprise Voice on under Users > Manage users > Account > Assigned phone number in the Teams admin center, or with Set-CsPhoneNumberAssignment -EnterpriseVoiceEnabled $true 21.

There is no separate per-app enablement step, because the Queues app is enabled by default for users who hold both licenses and are voice enabled 22.

Verify

After a user is licensed for Teams Premium, it can take up to 48 hours for the Queues app to become available in that user's Teams client 53. Licensed users find the app under View more apps 48. Test on the Teams Windows desktop, Mac or VDI client or on a touch-screen Teams phone, where the app is supported 20. Do not test in the Teams web client, because the Queues app is not supported there 45. Sources disagree on mobile support, because the Queues app admin article lists the iOS and Android Teams clients as supported while the Teams Premium admin overview marks Mobile as not supported, so do not use a mobile client for acceptance testing 36 37.

Rollback

Suggested rollback: remove the add-on license assigned in this step from users who should not have the app. The Queues app can be turned off in the Teams admin center only through the org-wide Microsoft apps setting, and doing so also turns off other Microsoft apps such as Insights and Tasks 64.

Step 3 Set each call queue's agent-selection options

Do

In each call queue, turn on Call agents can opt out of taking calls, which Microsoft recommends turning on 5. Apply Microsoft's recommended call queue settings: conference mode on, round robin or longest idle routing, presence-based routing on, and an agent alert time of at least 20 seconds 19. Choosing longest idle automatically enables presence-based routing 69. If any lead will monitor agents, conference mode and presence-based routing are both required on the queue, not just recommended 39. Make every Queues app user, leads included, a member of at least one call queue, because a user must be a member of at least one call queue to use the app 40.

Verify

Suggested check: reopen each call queue and confirm the settings changed in this step were saved. A user newly added to a group that serves a call queue can take up to 8 hours to receive a first queue call, and a Teams channel queue can take up to 24 hours to become fully operational 43.

Rollback

Suggested rollback: restore each call queue's previous settings changed in this step. Monitoring agents requires the call queue to have conference mode and presence-based routing enabled, so turning either off removes a monitoring prerequisite 39.

Step 4 Pin the Queues app (optional)

Do

In the Teams admin center, go to Teams apps > Setup policies, open the setup policy for the users, and under Pinned apps select Add apps and add Queues 48. Pinning is optional, because licensed users can still find the app under View more apps 48.

Verify

Suggested check: sign in as a user covered by the setup policy and confirm the app appears in the app bar.

Rollback

Suggested rollback: remove the app from the setup policy's pinned apps. Licensed users can still find the app under View more apps 48.

Step 5 Create the voice applications policy for the lead role

No leads, agents only with no authorized users

Do

Leave every user on the global voice applications policy, which disables all configuration change capabilities and which Microsoft says should not be changed 23.

Verify

Suggested check: confirm that no custom policy has been created or assigned for these users.

Shift lead with real-time metrics and agent opt-in control

Do

Create the policy in the Teams admin center under Voice > Voice applications policies > Add, or with New-CsTeamsVoiceApplicationsPolicy 50. Choose the name and description carefully, because neither can be changed after the policy is created 51. Configure only what Microsoft's least-privilege example gives a shift lead, which is real-time reporting plus agent opt in and out 32:

  • Turn on AllowCallQueueAgentOptChange, which lets an authorized user change an agent's opt-in status and requires Teams Premium and the Queues app 4.
  • Set RealTimeQueueMetricsPermission and RealTimeAgentMetricsPermission to AuthorizedOnly, which limits metrics to the call queues and agents the user is authorized for 60 61.

Do not use All for any real-time permission, because that value is no longer supported for real-time metrics 56. Real-time metrics require the authorized user to have Teams Premium and the Queues app 57.

Verify

Inspect the policy with Get-CsTeamsVoiceApplicationsPolicy 50. Suggested check: confirm that only the opt-change setting and the two real-time permissions were changed.

Rollback

Edit the policy with Set-CsTeamsVoiceApplicationsPolicy or delete it with Remove-CsTeamsVoiceApplicationsPolicy 50.

Supervisor with real-time and historical metrics and optional call-flow changes

Do

Create the policy in the Teams admin center under Voice > Voice applications policies > Add, or with New-CsTeamsVoiceApplicationsPolicy 50. Choose the name and description carefully, because neither can be changed after the policy is created 51. Microsoft's least-privilege example gives supervisors real-time and historical reporting 32.

  • Turn on AllowCallQueueAgentOptChange, which lets an authorized user change an agent's opt-in status and requires Teams Premium and the Queues app 4.
  • Set RealTimeAutoAttendantMetricsPermission, RealTimeQueueMetricsPermission and RealTimeAgentMetricsPermission to AuthorizedOnly, because All is no longer supported for real-time permissions 60 56.
  • Set HistoricalAutoAttendantMetricsPermission, HistoricalQueueMetricsPermission and HistoricalAgentMetricsPermission to AuthorizedOnly for the voice apps and agents the supervisor is authorized for, or to All for every auto attendant, call queue and agent in the tenant 60 61.
  • Optionally, allow greeting changes: settings for auto attendant business-hours, after-hours and holiday greetings and call queue welcome greeting, music on hold and overflow or timeout shared-voicemail greetings are generally available without Teams Premium 26.
  • Optionally, allow call-flow changes: settings for auto attendant business hours, holiday schedules and call routing, and call queue routing method, presence-based routing, opt-out setting and overflow, timeout and no-agents routing, require Teams Premium 62.
  • Optionally, turn on AllowCallQueueMembershipChange, which lets authorized users change call queue agents and requires Teams Premium, although authorized users cannot add or remove a Teams channel or Shift 35.

The auto attendant time zone and language settings and the call queue language and conference mode settings exist in the policy but are not currently available to authorized users 65.

Verify

Inspect the policy with Get-CsTeamsVoiceApplicationsPolicy 50. Suggested check: confirm every permission set in this step shows the intended value.

Rollback

Edit the policy with Set-CsTeamsVoiceApplicationsPolicy or delete it with Remove-CsTeamsVoiceApplicationsPolicy 50.

Supervisor with reporting plus monitoring of agents' calls

Do

Create the policy in the Teams admin center under Voice > Voice applications policies > Add, or with New-CsTeamsVoiceApplicationsPolicy 50. Choose the name and description carefully, because neither can be changed after the policy is created 51. Microsoft's least-privilege example gives supervisors real-time and historical reporting 32.

  • Turn on AllowCallQueueAgentOptChange, which lets an authorized user change an agent's opt-in status and requires Teams Premium and the Queues app 4.
  • Set RealTimeAutoAttendantMetricsPermission, RealTimeQueueMetricsPermission and RealTimeAgentMetricsPermission to AuthorizedOnly, because All is no longer supported for real-time permissions 60 56.
  • Set HistoricalAutoAttendantMetricsPermission, HistoricalQueueMetricsPermission and HistoricalAgentMetricsPermission to AuthorizedOnly for the voice apps and agents the supervisor is authorized for, or to All for every auto attendant, call queue and agent in the tenant 60 61.
  • Set CallQueueAgentMonitorMode to the highest level the role needs; it takes Off (the default), Monitor, Whisper, Barge or Takeover, each level adding to the previous one 38.
  • Set CallQueueAgentMonitorNotificationMode to Agent to notify agents that they are being monitored, or leave it at Off, the default; both monitor settings require Teams Premium and the Queues app 38.
  • Optionally, allow greeting changes: settings for auto attendant business-hours, after-hours and holiday greetings and call queue welcome greeting, music on hold and overflow or timeout shared-voicemail greetings are generally available without Teams Premium 26.
  • Optionally, allow call-flow changes: settings for auto attendant business hours, holiday schedules and call routing, and call queue routing method, presence-based routing, opt-out setting and overflow, timeout and no-agents routing, require Teams Premium 62.

The auto attendant time zone and language settings and the call queue language and conference mode settings exist in the policy but are not currently available to authorized users 65.

Verify

Inspect the policy with Get-CsTeamsVoiceApplicationsPolicy 50. Suggested check: confirm the monitor mode and notification mode show the intended values.

Rollback

Set CallQueueAgentMonitorMode back to Off, its default 38. Edit the policy further with Set-CsTeamsVoiceApplicationsPolicy or delete it with Remove-CsTeamsVoiceApplicationsPolicy 50.

Step 6 Assign the policy and add the lead as an authorized user

No leads, agents only with no authorized users

Do

Leave the Authorized users list of every call queue and auto attendant empty, because a user who lacks either a policy that enables a change or an authorized-user assignment can make no configuration changes 49.

Verify

Suggested check: open each call queue and auto attendant and confirm its authorized users list is empty.

Shift lead with real-time metrics and agent opt-in control

Do

  • Assign the custom policy to the shift lead in the Teams admin center or with Grant-CsTeamsVoiceApplicationsPolicy 25.
  • Confirm the shift lead is Enterprise Voice enabled, because all authorized users must be 10.
  • Add the shift lead in the Authorized users step of the wizard, which is Step 8 Authorized users for a call queue and Step 7 Authorized users for an auto attendant 14.
  • Keep each auto attendant or call queue at no more than 15 authorized users 34.
  • To hide the lead from Queues app users, use the PowerShell-only -HideAuthorizedUsers parameter on New-CsCallQueue or Set-CsCallQueue 28.

Verify

Have the lead sign out of the Teams desktop client and sign back in, because in Microsoft's worked example newly authorized users see their new configuration options after doing so 13. The lead can make no configuration change unless they both have the policy and are an authorized user on at least one auto attendant or call queue 49. Suggested check: confirm the lead can change a test agent's opt-in status.

Rollback

Remove the lead in the Authorized users step of each voice app's wizard 14. Assign the lead the global policy again, which disables all configuration change capabilities 23.

Supervisor with real-time and historical metrics and optional call-flow changes

Do

  • Assign the custom policy to the supervisor in the Teams admin center or with Grant-CsTeamsVoiceApplicationsPolicy 25.
  • Confirm the supervisor is Enterprise Voice enabled, because all authorized users must be 10.
  • Add the supervisor in the Authorized users step of each call queue and auto attendant they manage, which is Step 8 Authorized users for a call queue and Step 7 Authorized users for an auto attendant 14.
  • Keep each auto attendant or call queue at no more than 15 authorized users 34.
  • If the supervisor will change a holiday schedule, authorize them on every auto attendant that references that holiday 30.

Verify

Have the supervisor sign out of the Teams desktop client and sign back in, because in Microsoft's worked example newly authorized users see their new configuration options after doing so 13. The supervisor can make no configuration change unless they both have the policy and are an authorized user on at least one auto attendant or call queue 49. Suggested check: confirm the supervisor sees configuration options for each voice app they were authorized on.

Rollback

Remove the supervisor in the Authorized users step of each voice app's wizard 14. Assign the supervisor the global policy again, which disables all configuration change capabilities 23.

Supervisor with reporting plus monitoring of agents' calls

Do

  • Assign the custom policy to the supervisor in the Teams admin center or with Grant-CsTeamsVoiceApplicationsPolicy 25.
  • Confirm the supervisor is Enterprise Voice enabled, because all authorized users must be 10.
  • Add the supervisor in the Authorized users step of each call queue they will coach and each auto attendant they manage, which is Step 8 Authorized users for a call queue and Step 7 Authorized users for an auto attendant 14.
  • Keep each auto attendant or call queue at no more than 15 authorized users 34.
  • If the supervisor will change a holiday schedule, authorize them on every auto attendant that references that holiday 30.

Verify

Have the supervisor sign out of the Teams desktop client and sign back in, because in Microsoft's worked example newly authorized users see their new configuration options after doing so 13. The supervisor can make no configuration change unless they both have the policy and are an authorized user on at least one auto attendant or call queue 49. Suggested check: confirm the supervisor sees configuration options for each voice app they were authorized on.

Rollback

Remove the supervisor in the Authorized users step of each voice app's wizard 14. Assign the supervisor the global policy again, which disables all configuration change capabilities 23.

Step 7 Test agent opt-out, opt-in and call delivery

Do

Opt a test agent out of the call queue and place a test call, because an agent who has opted out of a call queue receives no calls from it regardless of presence 46. Opt the agent back in, set their status to Available and call again, because with presence-based routing on an opted-in agent receives calls only while their status is Available 46.

Verify

Suggested check: confirm the opted-out agent was not offered the first call and the opted-in, available agent was offered the second. With presence-based routing off, the No Agents exception fires when no agents are opted in; with it on, it fires when no agents are logged in or all appear offline 44. Suggested check: with presence-based routing on, sign every test agent out or set them to appear offline and confirm the call follows the queue's no-agents route.

Rollback

Suggested rollback: opt the test agent back in and restore their usual status.

Step 8 Test reporting and coaching for the role

No leads, agents only with no authorized users

Do

Have an agent open real-time metrics in the app on a desktop client; real-time metrics cover activity from 12:00 AM in the signed-in user's local time zone 59. The Queues app on Teams phones does not support real-time analytics or historical reporting 47.

Verify

Real-time call queue metrics are available to agents, while real-time auto attendant metrics are available to authorized users only 1. In real-time agent metrics, an agent sees figures for themselves only 3. Only some of the real-time metrics Microsoft documents are currently available to Queues app users 58.

Shift lead with real-time metrics and agent opt-in control

Do

Have the shift lead open real-time metrics in the app on a desktop client; real-time metrics cover activity from 12:00 AM in the signed-in user's local time zone 59. The Queues app on Teams phones does not support real-time analytics or historical reporting 47.

Verify

With AuthorizedOnly, the lead sees metrics only for the call queues and agents they are authorized for 61. In real-time agent metrics, authorized users see figures for all agents in the queue 3. Only some of the real-time metrics Microsoft documents are currently available to Queues app users 58. Suggested check: confirm the lead sees no historical figures.

Supervisor with real-time and historical metrics and optional call-flow changes

Do

Have the supervisor open real-time metrics, which cover activity from 12:00 AM in their local time zone, and then historical metrics, which cover up to the past 45 days and are reported in UTC 59. Use a desktop client, because the Queues app on Teams phones does not support real-time analytics or historical reporting 47.

Verify

Expect day boundaries to differ between the two views, because real-time metrics follow the signed-in user's local time zone and historical metrics are reported in UTC 59. Real-time auto attendant metrics are available to authorized users only 1. With AuthorizedOnly, metrics cover only the auto attendants, call queues and agents the supervisor is authorized for, and with All they cover every one in the tenant 61. The historical permissions also govern the Power BI historical reports, which need no Teams Premium, while viewing the same history in the Queues app does need Premium 29. Only some of the real-time metrics Microsoft documents are currently available to Queues app users 58.

Supervisor with reporting plus monitoring of agents' calls

Do

Have the supervisor open real-time metrics, which cover activity from 12:00 AM in their local time zone, and then historical metrics, which cover up to the past 45 days and are reported in UTC 59. Use a desktop client, because the Queues app on Teams phones does not support real-time analytics or historical reporting 47. If the supervisor is also a member of the call queue, have them opt out first, because an authorized user who is a member of the queue must be opted out to monitor 39. Then have them monitor an agent on a test queue call at each level up to the configured CallQueueAgentMonitorMode, where Monitor, Whisper, Barge and Takeover each add to the previous level 38.

Verify

Real-time auto attendant metrics are available to authorized users only 1. With AuthorizedOnly, metrics cover only the auto attendants, call queues and agents the supervisor is authorized for, and with All they cover every one in the tenant 61. Expect day boundaries to differ between the real-time and historical views, because one follows local time and the other UTC 59. If CallQueueAgentMonitorNotificationMode is Agent, the agent is notified that they are being monitored 38. Suggested check: confirm that monitoring levels above the configured one are not offered to the supervisor.

Rollback

Set CallQueueAgentMonitorMode back to Off, its default 38.

Applicability

Applies to: Microsoft Teams Phone and Microsoft Teams Premium. Deployments: multi-tenant. Sources checked 2026-10-01. The Queues app is available in the Commercial, GCC, GCC High and DoD environments and in all regions where Teams Phone is supported 24. The Queues app on Teams phones is supported from Teams phone app version 1449/1.0.94.2024122303 on touch devices only 47. After the 1 April 2026 Teams licensing update moved some former Premium features into Teams Enterprise, Microsoft still lists the Queues app among the capabilities Teams Premium continues to offer 52.

What remains uncertain

Sources disagree on mobile support: the Queues app admin article lists the iOS and Android Teams clients as supported, while the Teams Premium admin overview marks Mobile as not supported, so verify mobile behaviour in your own tenant 36 37. How long a voice applications policy change or an authorized-user assignment takes to reach a lead's client is not covered by the sources below. Teams Premium pricing and entitlements beyond the Queues app listing after the April 2026 update are not covered by the sources below. The in-app navigation to real-time and historical metrics and to monitoring controls is not covered by the sources below. Installing the historical reports is not covered by the sources below.

See also

Alternative to

Depends on

Sources

  1. 1
    Real-time auto attendant metrics are available to authorized users only, whereas real-time call queue metrics are available to both authorized users and agents.
    Reporting - Auto attendant and Call queue real-time metrics · Auto attendant metrics and Call queue metrics tables (Available To column) · Checked 2026-10-01
  2. 2
    Microsoft's end-user article says Queues app agents can handle PSTN and VoIP queue calls, opt themselves in or out, make outgoing calls on behalf of call queues or auto attendants, and review queue call history.
    Use the Queues app for Microsoft Teams · Agent section (as summarized by WebFetch) · Checked 2026-10-01
  3. 3
    In real-time agent metrics, authorized users see figures for all agents in the queue while an agent sees figures for themselves only.
    Reporting - Auto attendant and Call queue real-time metrics · Representative by queue metrics > Notes 1 and 2 · Checked 2026-10-01
  4. 4
    The AllowCallQueueAgentOptChange voice applications policy setting lets an authorized user change an agent's opt-in status and requires Teams Premium and the Queues app.
    Manage - Voice applications policies - Microsoft Teams · Call queues - Agent actions, Opt agent in/out of queue row and note 1 · Checked 2026-10-01
  5. 5
    The call queue setting Call agents can opt out of taking calls controls whether agents can opt out, and Microsoft recommends turning it on.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Call agents can opt out of taking calls · Checked 2026-10-01
  6. 6
    Call queue agents must be Enterprise Voice enabled online or on-premises users, and agents who answer queue calls in the Teams app must be in TeamsOnly mode.
    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Call queue representatives · Checked 2026-10-01
  7. 7
    A Teams call queue is limited to 200 agents; individually added users are limited to 20, and only the first 200 enterprise voice enabled members of a larger group, team or shift are added, in alphabetical order.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Users and groups; Shifts (Important) · Checked 2026-10-01
  8. 8
    Microsoft's voice applications licensing reference states that all Queues app users, agents as well as leads, require a Teams Premium license.
    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Licensing > Queues App · Checked 2026-10-01
  9. 9
    Users open Analytics in the Queues app and choose Real-time or Historical; for historical data they choose a date range and select Apply, and what they see depends on their admin-assigned permissions.
    Get real-time and historical analytics in the Queues app for Microsoft Teams · Access method (as summarized by WebFetch) · Checked 2026-10-01
  10. 10
    All authorized users must be Enterprise Voice enabled.
    Reference - Voice applications prerequisites and licensing - Microsoft Teams · Prerequisites > Authorized users · Checked 2026-10-01
  11. 11
    An authorized user is a Teams user whom an admin authorizes to change auto attendant and call queue configuration; the user needs no Teams admin center access and no administrative role.
    Setup - Authorized Users · Introduction (definition of authorized user) · Checked 2026-10-01
  12. 12
    Microsoft's procedure for authorized users is: assign licenses and enable voice, assign user phone numbers, create a voice applications policy, assign it to the user, create the auto attendant or call queue with licensed resource accounts, add the user as an authorized user, then optionally set up the Queues app.
    Setup - Authorized Users · Steps for setting up authorized users · Checked 2026-10-01
  13. 13
    In Microsoft's worked example, newly authorized users see their new configuration options in the Teams desktop client after they sign out and sign back in.
    Setup - Authorized Users · Authorized user examples (closing sentence) · Checked 2026-10-01
  14. 14
    Authorized users are added in the Teams admin center wizard at Step 8 Authorized users for a call queue and at Step 7 Authorized users for an auto attendant.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 8: Authorized users · Checked 2026-10-01
  15. 15
    Contact centers integrate with Teams through the Unify, Extend or Connect integration models, and Microsoft runs a contact center certification program listing certified solutions.
    Teams Contact Center - Microsoft Teams · Integration models for solution providers; Contact center for Microsoft Teams certification program · Checked 2026-10-01
  16. 16
    An organization whose needs exceed the Queues app's documented scope (200 agents per queue, 15 authorized users per queue, 45 days of history, voice-only queue features) is likely better served by a certified contact center than by the Queues app.inferred
    Teams Contact Center - Microsoft Teams · What is contact center integration for Microsoft Teams? (combined with the limits in ms-learn-manage-queues-app and ms-learn-aa-cq-setup-authorized-users) · Checked 2026-10-01
  17. 17
    Admins can run a Microsoft 365 admin center diagnostic against a call queue's or auto attendant's resource account to check that it can receive calls and get next steps for tenant, policy or resource account problems.
    Setup - Call Queue - Microsoft Teams · Call queue diagnostic tool · Checked 2026-10-01
  18. 18
    Call queues are created and edited in the Teams admin center under Voice > Call queues, and auto attendants under Voice > Auto attendants.
    Setup - Call Queue - Microsoft Teams · Steps to create a call queue · Checked 2026-10-01
  19. 20
    The Queues app is supported on the Teams Windows desktop, Mac and VDI clients and on touch-screen Teams phones.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  20. 21
    Users are voice enabled after licensing by turning Enterprise Voice on under Users > Manage users > Account > Assigned phone number in the Teams admin center, or with Set-CsPhoneNumberAssignment -EnterpriseVoiceEnabled $true.
    Setup - Authorized Users · Step 1: Assign licenses and enable users for voice · Checked 2026-10-01
  21. 22
    The Queues app is enabled by default for every Teams user who is assigned both Teams Premium and Teams Phone licenses and is voice enabled; there is no separate per-app enablement step.
    Manage Queues app for Microsoft Teams · Configure users for Queues app > Prerequisites; Set up Queues app > Step 1 · Checked 2026-10-01
  22. 23
    The global (org-wide default) voice applications policy disables all configuration change capabilities, Microsoft says it should not be changed, and custom policies must be created and assigned to let authorized users make changes.
    Manage - Voice applications policies - Microsoft Teams · Important note before Create a custom voice applications policy · Checked 2026-10-01
  23. 24
    The Queues app is available in the Commercial, GCC, GCC High and DoD environments and in all regions where Teams Phone is supported.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  24. 25
    A custom voice applications policy is assigned to individual users in the Teams admin center or with Grant-CsTeamsVoiceApplicationsPolicy.
    Manage - Voice applications policies - Microsoft Teams · Assign a custom voice applications policy to users · Checked 2026-10-01
  25. 26
    Policy settings that let authorized users change auto attendant business-hours, after-hours and holiday greetings and call queue welcome greeting, music on hold and overflow or timeout shared-voicemail greetings are generally available without Teams Premium.
    Manage - Voice applications policies - Microsoft Teams · Voice applications policy settings > Auto attendants - Features; Call queues - Features (Teams Premium required column) · Checked 2026-10-01
  26. 27
    If a call queue uses a distribution list, Microsoft 365 Group, Teams channel or Shifts, the owner of that group can add or remove agents without Teams Premium or the Queues app.
    Manage - Voice applications policies - Microsoft Teams · Call queues - Features note 2 · Checked 2026-10-01
  27. 28
    With the PowerShell-only -HideAuthorizedUsers parameter on New-CsCallQueue or Set-CsCallQueue, an authorized user can be hidden so Queues app users do not see them.
    Setup - Call Queue - Microsoft Teams · Extra functionality available through PowerShell cmdlets > Hiding authorized users · Checked 2026-10-01
  28. 29
    The historical auto attendant, call queue and agent metrics permissions also govern the Power BI historical reports, which need no Teams Premium; viewing the same history in the Queues app does need Premium.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Reporting and Call queues - Reporting (Historical rows: Power BI - No, Queues App - Yes) · Checked 2026-10-01
  29. 30
    To change a holiday schedule, an authorized user must be authorized for every auto attendant that references that holiday.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Features note 2 · Checked 2026-10-01
  30. 31
    Microsoft's end-user article says leads can opt their team members in or out directly from the Queues app and monitor call queues and auto attendants in real time.
    Use the Queues app for Microsoft Teams · Lead/supervisor section (as summarized by WebFetch) · Checked 2026-10-01
  31. 32
    Microsoft's stated best practice is that a custom voice applications policy should give a user the minimum permissions needed for their job, and multiple policies can give different tiers, for example supervisors with real-time and historical reporting and shift leads with real-time reporting plus agent opt in and out.
    Manage Queues app for Microsoft Teams · Configure users for Queues app > Prerequisites (multiple voice application policies example) · Checked 2026-10-01
  32. 33
    Users must have both a Teams Phone license and a Teams Premium license to use the Queues app.
    Manage Queues app for Microsoft Teams · Configure users for Queues app > Licensing · Checked 2026-10-01
  33. 34
    An auto attendant or call queue can have at most 15 authorized users.
    Setup - Authorized Users · Step 6: Assign authorized users to the relevant Auto attendant or Call queue · Checked 2026-10-01
  34. 35
    The AllowCallQueueMembershipChange setting lets authorized users change call queue agents and requires Teams Premium, but authorized users cannot add or remove a Teams channel or Shift.
    Manage - Voice applications policies - Microsoft Teams · Call queues - Features, Membership row and note 3 · Checked 2026-10-01
  35. 36
    The Queues app admin article lists the iOS and Android Teams mobile clients as supported for the Queues app.disputed
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  36. 37
    The Teams Premium admin overview platform support table for the Queues app marks Mobile as not supported.disputed
    Microsoft Teams Premium - Overview for admins · Calls > Queues app > Platform support for Queues app (table, Mobile column) · Checked 2026-10-01
  37. 38
    CallQueueAgentMonitorMode takes Off (default), Monitor, Whisper, Barge or Takeover, each level adding to the previous, and CallQueueAgentMonitorNotificationMode takes Off (default) or Agent to notify the agent they are being monitored; both require Teams Premium and the Queues app.
    Manage - Voice applications policies - Microsoft Teams · Call queues - Agent actions (monitor mode and notification mode values) · Checked 2026-10-01
  38. 39
    To monitor agents, the call queue must have conference mode enabled and presence-based routing enabled, and an authorized user who is also a member of the queue must be opted out to monitor.
    Manage - Voice applications policies - Microsoft Teams · Call queues - Agent actions notes 2, 3 and 4 · Checked 2026-10-01
  39. 40
    To use the Queues app a user must be a member of at least one call queue.
    Manage Queues app for Microsoft Teams · Set up Queues app > Step 2: Assign users, authorized users, and agents to a call queue · Checked 2026-10-01
  40. 41
    Microsoft says Teams cloud calling with auto attendants and call queues meets some organizations' needs, while integrating a contact center solution with Teams Phone is supported for organizations that want business tools and workflows to drive the customer journey.
    Teams Contact Center - Microsoft Teams · What is contact center integration for Microsoft Teams? · Checked 2026-10-01
  41. 42
    Authorized users cannot edit an auto attendant or call queue in the Queues app if it is nested without a resource account.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  42. 43
    A user newly added to a group that serves a call queue can take up to eight hours to receive a first queue call, and a Teams channel queue can take up to 24 hours to become fully operational.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 3: Call answering > Users and groups (Note); Teams channel (Note) · Checked 2026-10-01
  43. 44
    With presence-based routing off, the call queue's No Agents exception fires when no agents are opted in; with it on, it fires when no agents are logged in or all appear offline.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 6: Exception handling > No Agents Opted/Logged In (Note) · Checked 2026-10-01
  44. 45
    The Queues app is not supported on the Teams web client.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  45. 46
    An agent who has opted out of a call queue receives no calls from it regardless of presence, and with presence-based routing on an opted-in agent receives calls only while their status is Available.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 4: Agent selection > Presence-based call routing · Checked 2026-10-01
  46. 47
    The Queues app on Teams phones, supported from Teams phone app version 1449/1.0.94.2024122303 on touch devices only, does not support real-time analytics or historical reporting.
    Queues app on Teams phones · Introductory paragraph; Note · Checked 2026-10-01
  47. 48
    Admins can pin the Queues app for users with a Teams app setup policy (Teams apps > Setup policies > Pinned apps > Add apps > Queues); pinning is optional because licensed users can still find the app under View more apps.
    Manage Queues app for Microsoft Teams · Set up Queues app > Step 3: Pin Queues app to Teams (optional) · Checked 2026-10-01
  48. 49
    A user can make no configuration changes unless they both have a voice applications policy that enables at least one change and are an authorized user on at least one auto attendant or call queue; either one alone is not enough.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 8: Authorized users (Important) · Checked 2026-10-01
  49. 50
    Custom voice applications policies are created in the Teams admin center under Voice > Voice applications policies > Add, or with New-CsTeamsVoiceApplicationsPolicy; they can be edited with Set-, inspected with Get- and deleted with Remove-CsTeamsVoiceApplicationsPolicy.
    Manage - Voice applications policies - Microsoft Teams · Introduction (cmdlet list); Create a custom voice applications policy · Checked 2026-10-01
  50. 51
    A voice applications policy's name and description cannot be changed after it is created.
    Manage - Voice applications policies - Microsoft Teams · Create a custom voice applications policy (Note); Edit a custom voice applications policy (Note) · Checked 2026-10-01
  51. 52
    After the 1 April 2026 Teams licensing update moved some former Premium features into Teams Enterprise, Microsoft still lists the Queues app among the advanced communication capabilities that Teams Premium continues to offer.
    Microsoft Teams Premium - Overview for admins · Important: Licensing update for Teams Premium and Teams Enterprise · Checked 2026-10-01
  52. 53
    After a user is licensed for Teams Premium it can take up to 48 hours for the Queues app to become available in that user's Teams client.
    Manage Queues app for Microsoft Teams · Configure users for Queues app > Licensing · Checked 2026-10-01
  53. 54
    Teams Premium is an add-on and does not replace a Teams license; users need both a Teams license and a Teams Premium license for Premium features to work.
    Microsoft Teams Premium - Overview for admins · Opening information banner · Checked 2026-10-01
  54. 55
    Microsoft advises no more than 100 call queues assigned per Queues app user for the best experience and sets a hard limit of 200 call queues per user.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Keep the following in mind · Checked 2026-10-01
  55. 56
    The All value is no longer supported for the real-time auto attendant, real-time call queue or real-time agent metrics permissions.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Reporting (Important); Call queues - Reporting (Important) · Checked 2026-10-01
  56. 57
    Real-time auto attendant, call queue and agent metrics require the authorized user to have Teams Premium and the Queues app.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Reporting and Call queues - Reporting (Teams Premium required column and note 1) · Checked 2026-10-01
  57. 58
    Only some of the real-time auto attendant and call queue metrics Microsoft documents are currently available to Queues app users.
    Reporting - Auto attendant and Call queue real-time metrics · Opening Important note · Checked 2026-10-01
  58. 59
    Queues app real-time metrics cover activity from 12:00 AM in the signed-in user's local time zone, while historical metrics cover up to the past 45 days and are reported in UTC.
    Manage Queues app for Microsoft Teams · Overview of Queues app > Real-time metrics; Historical reporting · Checked 2026-10-01
  59. 60
    Queues app reporting access is controlled by voice applications policy parameters RealTimeAutoAttendantMetricsPermission, RealTimeQueueMetricsPermission, RealTimeAgentMetricsPermission, HistoricalAutoAttendantMetricsPermission, HistoricalQueueMetricsPermission and HistoricalAgentMetricsPermission.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Reporting; Call queues - Reporting · Checked 2026-10-01
  60. 61
    Each reporting permission takes None (no metrics), AuthorizedOnly (only the auto attendants, call queues and their agents the user is authorized for) or All (every auto attendant, call queue and agent in the tenant).
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Reporting and Call queues - Reporting > Reporting values · Checked 2026-10-01
  61. 62
    Policy settings that let authorized users change auto attendant business hours, holiday schedules or business-hours, after-hours and holiday call routing, and call queue routing method, presence-based routing, opt-out setting or overflow, timeout and no-agents routing, require the authorized user to have Teams Premium.
    Manage - Voice applications policies - Microsoft Teams · Voice applications policy settings > Auto attendants - Features; Call queues - Features · Checked 2026-10-01
  62. 63
    The shared call history template for a call queue requires both agents and authorized users to have the Queues app and Teams Premium.
    Setup - Call Queue - Microsoft Teams · Advanced setup > Step 1: General info > Set the Shared call history for call queue template (Note) · Checked 2026-10-01
  63. 64
    The Queues app can be turned off in the Teams admin center only through the org-wide Microsoft apps setting, and doing so also turns off other Microsoft apps such as Insights and Tasks.
    Manage Queues app for Microsoft Teams · Set up Queues app > Note · Checked 2026-10-01
  64. 65
    The auto attendant time zone and language settings and the call queue language and conference mode settings exist in the voice applications policy but are not currently available to authorized users.
    Manage - Voice applications policies - Microsoft Teams · Auto attendants - Features note 3; Call queues - Features note 4 · Checked 2026-10-01
  65. 66
    Auto attendants and call queues are not available with a Teams Enterprise license alone; they require Teams Phone licensing, with resource accounts using Teams Phone Resource Account licenses.
    Teams Phone features · Teams Phone features, table 'Teams calling features', rows 'Auto attendants' and 'Call queues' · Checked 2026-09-24
  66. 67
    Every resource account for an auto attendant or call queue must be assigned a Teams Phone Resource Account license, whether or not it will be assigned a telephone number; a Calling Plan is needed only if the resource account must dial out.
    Microsoft Teams Phone Resource Account licenses · Microsoft Teams Phone Resource Account licenses, paragraphs 1-2 and second Note · Checked 2026-09-24
  67. 68
    Teams Phone Standard must not be assigned to resource accounts; when converting, remove Teams Phone Standard and assign the Resource Account license in the same license activity, otherwise the resource account (and its auto attendants and call queues) may stop working.
    Microsoft Teams Phone Resource Account licenses · Microsoft Teams Phone Resource Account licenses, section 'Change an existing resource account to use a Microsoft Teams Phone Resource Account license', Warning block · Checked 2026-09-24
  68. 69
    Choosing longest idle automatically enables presence-based routing; 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 · Checked 2026-09-24

Documents

tier 2 current vendor documentation

Get real-time and historical analytics in the Queues app for Microsoft Teams

Microsoft · 2026-10-01 · accessed 2026-10-01

tier 2 current vendor documentation

Manage - Voice applications policies - Microsoft Teams

Microsoft · 2026-08-31 · accessed 2026-09-24

tier 2 current vendor documentation

Manage Queues app for Microsoft Teams

Microsoft · 2026-09-30 · accessed 2026-10-01

tier 2 current vendor documentation

Microsoft Teams Phone Resource Account licenses

Microsoft · 2026-04-26 · accessed 2026-09-24

tier 2 current vendor documentation

Microsoft Teams Premium - Overview for admins

Microsoft · 2026-04-10 · accessed 2026-10-01

tier 2 current vendor documentation

Queues app on Teams phones

Microsoft · 2025-01-22 · accessed 2026-10-01

tier 2 current vendor documentation

Reference - Voice applications prerequisites and licensing - Microsoft Teams

Microsoft · 2026-09-04 · accessed 2026-09-24

tier 2 current vendor documentation

Reporting - Auto attendant and Call queue real-time metrics

Microsoft · 2026-08-31 · accessed 2026-10-01

tier 2 current vendor documentation

Setup - Authorized Users

Microsoft · 2026-08-31 · accessed 2026-10-01

tier 2 current vendor documentation

Setup - Call Queue - Microsoft Teams

Microsoft · 2026-08-31 · accessed 2026-09-24

tier 2 current vendor documentation

Teams Contact Center - Microsoft Teams

Microsoft · 2026-07-29 · accessed 2026-09-14

tier 2 current vendor documentation

Teams Phone features

Microsoft · 2025-04-25 · accessed 2026-09-24

tier 2 current vendor documentation

Use the Queues app for Microsoft Teams

Microsoft · 2026-10-01 · accessed 2026-10-01

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up the Teams Queues app for Teams Phone call queues. WarmTransfer. https://warmtransfer.net/guides/teams-queues-app-setup

BibTeX

@misc{warmtransfer-teams-queues-app-setup,
  title  = {Setting up the Teams Queues app for Teams Phone call queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/teams-queues-app-setup},
  note   = {Verified 2026-10-01}
}