Microsoft Teams Call Queues

Step 1 — Get started
To get started using call queues, it's important to remember a few things:

A call queue is required to have an associated resource account. See Manage resource accounts in Teams for details on resource accounts.

When you assign a phone number to a resource account, you can now use the cost-free Phone System Virtual User license. Phone System allows phone numbers at the organizational level for use with low-cost auto attendant and call queue services.

Note

Direct Routing service numbers for call queues are supported for Microsoft Teams users and agents only.

Note

To redirect calls to people in your organization who are Online, they must have a Phone System license and be enabled for Enterprise Voice or have Microsoft 365 or Office 365 Calling Plans. See Assign Microsoft Teams add-on licenses. To enable them for Enterprise Voice, you can use Windows PowerShell. For example, run: Set-CsUser -identity "Amos Marble" -EnterpriseVoiceEnabled $true

To learn more about Calling Plans, see Phone System and Calling Plans and Calling Plans for Microsoft 365 or Office 365.

You can only assign Cloud call queues toll and toll-free service phone numbers that you got in the Microsoft Teams admin center or transferred from another service provider. Communications Credits are required for toll-free service numbers.

Note

User (subscriber) phone numbers can't be assigned to call queues - only service toll or toll-free phone numbers can be used.

The following clients are supported for call agents associated to a Cloud call queue:

Skype for Business desktop client 2016 (32-bit and 64-bit versions)

Lync desktop client 2013 (32-bit and 64-bit versions)

All IP phone models supported for Microsoft Teams. See Getting phones for Skype for Business Online.

Mac Skype for Business Client (version 16.8.196 and later)

Android Skype for Business Client (version 6.16.0.9 and later)

iPhone Skype for Business Client (version 6.16.0 and later)

iPad Skype for Business Client (version 6.16.0 and later)

Microsoft Teams Windows client (32-bit and 64-bit versions)

Microsoft Teams Mac client

Microsoft Teams iPhone app

Microsoft Teams Android app

Note

Call queues that are assigned a direct routing number don't support Skype for Business clients, Lync clients, or Skype for Business IP Phones as agents.

Step 2 — Get or transfer toll or toll-free service phone numbers
Before you can create and set up your call queues, you need to get or transfer your existing toll or toll-free service numbers. To get your service numbers, see Getting service phone numbers or if you want to transfer an existing service number, see Transfer phone numbers to Teams. After you get the toll or toll-free service phone numbers, they will show up in Microsoft Teams admin center > Voice > Phone numbers. Toll free numbers will be listed with a Number type of Service — Toll-Free.

Note

If you are outside the United States, you can't use the Microsoft Teams admin center to get service numbers. Go to Manage phone numbers for your organization instead to see how to do it from the outside of the United States.

When you set up multiple auto attendants, you would usually assign a phone number to the main auto attendant's resource account. Resource accounts associated to nested auto attendants or call queues often don't need phone numbers. That auto attendant can direct callers to your call queues or nested auto attendants even if they don't have a phone number. In those situations, you can create all auto attendants and call queues in your system without assigning dialpad options, and then edit the settings later. A call queue or auto attendant must exist to set it as a menu option.

Step 3 — Create a call queue
We are frequently updating how you can manage features, so the steps here might be a little different from what you see.

Important

Every call queue is required to have an associated resource account. You must create the resource account first, then you can associate it to the call queue.

Use the Microsoft Teams admin center
In the Microsoft Teams admin center, Voice > Call queues, then click + Add new:

Set the display name and resource account
Screenshot of a new call queue, with numbered callouts

Icon of the number 1, references a callout in the previous screenshot Name Enter a descriptive display name for the call queue. This name is required and can contain up to 64 characters, including spaces.

This name is displayed in the notification for the incoming call.

Icon of the number 2, references a callout in the previous screenshot Add Accounts Select a resource account. All call queues are required to have a resource account. Resource accounts aren't required to have a service toll or toll-free phone number.

If there aren't any listed, get service numbers and assign them to a Resource account before you create the call queue, as described earlier. To get your service numbers, see Getting service phone numbers. See Manage resource accounts in Microsoft Teams for specifics on how to assign a phone number.

Note

If you want or need to assign a Domain you would assign it to the resource account for the call queue.

Set the greeting and music played while on hold
screenshot of greeting and music options, with numbered callouts

Icon of the number 1, references a callout in the previous screenshot Greeting the optional greeting played for people who call the call queue number.

You can upload an audio file (.wav, .mp3, or .wma formats).

Icon of the number 2, references a callout in the previous screenshot Music on hold You can use the default Music on Hold provided with the call queue. You can also upload an audio file in .wav, mp3, or .wma formats to use as your custom Music on hold.

Select the call answering options
Screenshot of call answering options

Icon of the number 1, references a callout in the previous screenshot Call agents and groups To add individual agents directly, without adding them to a group, click Add users. Put individual agents in the order in which you want them to receive the call. You can add up to 20 individual agents (to add more than 20, put them in a group).

Calls are routed first to individual agents, then to the agents in groups.

You can select up to 200 call agents who belong to any of the following mailing lists or groups:

Microsoft 365 group
Security group
Distribution list
Call agents selected must be one of the following:

Online users with a Phone System license and Enterprise Voice enabled

Online users with a Calling Plan

On-premises Skype for Business Server users