MS Teams - call queue - number from direct routing?

Hrvoje Kusulja

How to create Call queue for Microsoft Teams (or Skype for Business Online), when phone number (line number / caller ID) should be used from Direct Routing?


I do not see Powershell way, and I do have option just to purchase new numbers from Microsoft directly, but I want to use existing numbers (that can not be ported to Microsoft), and are in use through Microsoft Teams – direct routing.


Thank you,

Kind regards

23 Replies

Unfortunately, it’s not possible to use service numbers via Direct Routing. Let’s hope it will be possible in the future, because as you say it’s not always possible to port just your switchboard number, for example.


In the meanwhile, do a static call forward of your switchboard number to the service number acquired from Office 365, that should work.




Are you sure? Where is documentation? If so, I can not find feature request on ideas site...

I just hope, because the way it is now with the service number in Office 365, it simply doesn’t work when using Direct Routing or CCE. Rebellions are built on hope, remember. 😊 If it’s not on User Voice then you should put it there, I’ll vote for it.


Yeah, so this is probably not supported, since others are asking the same...


There you go, just like I told you. 👍

Hi guys,

Actually it is possible and works pretty well.

What you have to do is to get a service number from Microsoft and then create a call queue or auto attendant on Legacy SfB Portal using this service number.

After that, always that your gateway/sbc receives a call on the extension number (private number) that you want to use for the CQ/AA you send the call to MS Teams throught Direct Routing using as destination number, the number of the service number that you are using.

For instance, if someone dials 9999 internally, you must forward this call to +12122345678 (Microsoft's service number that you got).

As we are talking about Teams, it is important that all of the users on call queue (group) were already configured to use Teams as their native client.

I hope it helps!

Yeah, but we are talking about getting from on-prem through SIP trunk - my existing service numbers, to the Teams.., not buying them from Microsoft.

No. You won't use the Microsoft's service number to nothing but just routing the calls internally using your SIP Trunk.

You could forward one of your DIDs to the service number, as example.

The difference is that it is not possible to configure your own DID directly on the call queue, so, you create a "transformation" on the destination number.

Always that someone dials your DID, you send the call to Microsoft's service number of your call queue.

So basically, you have to pay to Microsoft for a number and for voice minutes, and can not use your on-prem numbers, ISP and pricing.

That is something that we wait to support direct SIP Trunk for existing service numbers, etc., not doing forwarding/transformation ....

Actually, you can use on-premises PSTN numbers with call queue. The trick is to convert the destination number to AA\CQ SIP URI Guid. There's no service numbers involved in this setup. I have done this for all of the Direct Routing deployments so far and works well too. I've written a blog about it. Have a look and see if that works for you

Not sure if this will be relevant at this stage but we have built a Microsoft-certified Cloud Connector that delivers voice services for Teams calling directly to the O365 Tenant. Our geo-redundant solution also completes the missing PBX and legacy feature-set, provides full integration capabilities to Call/Contact Centers and CRMs and handles extension dialing, DID /TF number porting, as we are a Tier1 Cloud UC carrier. Our cloud dial-plan allows for legacy PBX or Skype4B to Teams extension dialing during migration as well.

The blog article states "**This article does not applies to Direct Routing with Microsoft Teams."


Do you have this working with Direct Routing/Teams?



It seems that this is on the Microsoft road map..


Please see here


Check out the “Call Queues” Roadmap on the second URL


Microsoft Teams - Call Queues
Phase 1 of Call Queues is now available for Teams. The work primarily focused on enabling the same set of features previously available to Skype for Business Online. Additional work is ongoing for support for phone number usage via Direct Routing and is expected next quarter.
More info
• Featured ID: 24174
• Added to Roadmap: 10/24/2017
• Last Modified: 1/29/2019
• Tags: Microsoft Teams

Yeah, it is funny, it is marked as "Launched" , but with note, that this important part will be in next quarter.

It will be much better if they communicate this feature as a separate entry in roadmap with current status..

I would like to know more about how to set this up. We tried following your guide and could not get it working.

@Sascha Stops mentioned in this thread, that the documentation to this feature is now online:


But in our case the feature is not available yet in Teams Admin Center, we don't have the option "Resource Account" under "Org-wide settings". Can anyone confirm this?

@sasfbr You should see it now, it's supposed to be GA, i'm seeing it in both tenants i have.

I do confirm this is resolved and now working.

EU tenants, first release features.


Go to

1) Create resource account

2) Create auto-attendant or call queue, connect with resource account


Connect with powershell and:

3) assign phone number from on-premise / direct routing through cmdlet to resource account

I do confirm this is resolved and now working.
EU tenants, first release features.

Go to

1) Create resource account
2) Create auto-attendant or call queue, connect with resource account

Connect with powershell and:
3) assign phone number from on-premise / direct routing through cmdlet to resource account

@Hrvoje Kusulja 


Anybody else having issues with Audio (Media Flow) when using Direct Routing for a Call Queue. Inbound\Outbound PSTN calls work fine to the Teams User Direct Dial. However, when I call the Teams Call Queue (own number assigned to Resource Account), the call rings on the Teams client and can be answered but get no media flow either way?

We had that same issue with call queues and Microsoft service numbers. There is certainly some issues in the call queue functionality. When we switched to direct routing things were better but not perfect.


Thanks. We are Direct Routing and haven't used MS provided service numbers.

We had been waiting for them to allow Direct Routing numbers for Call Queues which only went into GA recently so purposefully held off. Obviously, they still have a bit of work to do!

We have created a call queue and tested by calling the SIP URI and its working, which is routing to the user configure on it.
When we created an AA and associate the Call queue to it, while calling from SFB via SIP URI of AA, calls show transfering to Call queue however it doesnt reach the user.
Have anyone encounter this?
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