Can I assign multiple phone numbers to a Microsoft Teams user?
In Microsoft Teams, only one phone number can be assigned to one user at a time. However, you can use a trick to get around this restriction for incoming calls.
If your SIP provider supports it, you can set up call forwarding from a phone number or an extension of a number block to the number associated with the Teams account. For inbound calls, this allows you to bundle multiple phone numbers to one user.
If you use a number block with easybell, you can outsource individual extensions yourself in just a few steps and then configure them with such call forwarding.
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February 14, 2024
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How to assign MS Teams phone number to bulk users?
Please share powershell script to assign MS Teams PSTN number to bulk users.
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How To Assign A Phone Number In Teams
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Are you looking to assign a phone number in Teams? Look no further, as we have all the information you need! Microsoft Teams is a powerful collaboration platform that offers a range of features, including the ability to make and receive calls. Assigning a phone number in Teams enables you to have a dedicated number for your business or personal use, allowing you to easily communicate with colleagues, clients, and customers. In this article, we will guide you through the process of assigning a phone number in Teams, step by step. Whether you’re a small business owner, a team manager, or an individual looking to streamline your communication, this article will provide you with the necessary information to set up a phone number in Teams effortlessly.
Inside This Article
Step 1: accessing microsoft teams, step 2: navigating to the phone numbers feature, step 3: assigning a phone number to a user.
In today’s fast-paced digital world, communication is key. Whether it’s for personal or business use, having a reliable phone number is essential. Microsoft Teams, a popular collaboration platform, offers a convenient solution by allowing users to assign phone numbers directly within the application. This feature enables seamless calling and messaging capabilities, further enhancing the communication experience within Teams.
With the ability to assign phone numbers in Teams, users can consolidate their communication tools and streamline their workflows. Instead of relying on separate phone systems and messaging apps, Teams provides a centralized hub for all communication needs. This not only simplifies the user experience but also increases productivity and efficiency.
In this article, we will explore the step-by-step process of assigning a phone number in Microsoft Teams. Whether you’re a small business owner looking to connect with clients or an individual wanting to manage personal calls, this guide will help you make the most of Teams’ phone number feature.
Accessing Microsoft Teams is the first step in assigning a phone number. Microsoft Teams is a comprehensive collaboration platform that allows users to communicate and collaborate seamlessly. To access Microsoft Teams, you can follow these simple steps:
1. Open your web browser and go to the Microsoft Teams website.
2. Sign in to your Microsoft account using your credentials. If you don’t have a Microsoft account, you can create one for free by clicking on the “Sign up for free” button.
3. Once you are signed in, you will be redirected to the Microsoft Teams homepage. You can also download the Microsoft Teams app on your desktop or mobile device for easier access.
4. Now that you have successfully accessed Microsoft Teams, you are ready to proceed to the next step of assigning a phone number.
By accessing Microsoft Teams, you gain access to a wide range of collaboration features, including chat, video calls, document sharing, and more. It serves as a hub for communication and teamwork, making it an essential tool for businesses and organizations of all sizes.
Once you have accessed Microsoft Teams and signed in to your account, the next step is to navigate to the Phone Numbers feature. This feature allows you to assign phone numbers to users within your organization, enabling them to make and receive calls directly from Microsoft Teams.
To access the Phone Numbers feature, locate the left-hand navigation menu in Microsoft Teams. This menu provides a range of options to enhance your communication and collaboration experience. Look for the “Admin” or “Administration” option in the menu, as it typically houses the settings and features related to the administrative functions of Teams.
Click on the “Admin” or “Administration” option, and you will be directed to the Microsoft Teams admin center. This is where you can manage various aspects of your organization’s Teams environment, including user settings, policies, and phone number assignments.
Within the admin center, you will find a menu on the left-hand side with different categories of settings. Look for the “Voice” or “Phone System” category. Clicking on this category will reveal various subcategories related to phone system configuration and management.
One of the subcategories you will find is the “Phone Numbers” option. It may be labeled as “Phone numbers” or “Direct Routing” depending on the specific version of Teams you are using. Click on this option to access the Phone Numbers feature, where you can assign and manage phone numbers for your organization.
Once you have successfully navigated to the Phone Numbers feature, you will have access to a range of settings and options to assign phone numbers to users, configure calling plans, and manage other phone system-related settings.
It is worth noting that the availability of certain features and options within the admin center may depend on your organization’s subscription and license level. If you encounter any limitations or need assistance, it is recommended to reach out to your organization’s IT department or Microsoft Teams support for further guidance.
Once you have accessed Microsoft Teams and navigated to the Phone Numbers feature, you are ready to assign a phone number to a user. Follow these simple steps to complete the process:
1. From the Phone Numbers page, select the user to whom you want to assign a phone number. This could be an individual user or a group of users.
2. Click on the “Assign Number” button, which will open a pop-up window. In this window, you will see a list of available phone numbers that you can assign to the selected user(s).
3. Review the list of available phone numbers to find the most suitable option for the user. Consider factors such as location, area code, and any specific preferences or requirements.
4. Once you have identified the desired phone number, click on it to select it. You may also have the option to add additional features or services to the assigned number, such as call forwarding or voicemail.
5. After selecting the phone number and any additional features, click on the “Assign” or “Save” button to finalize the assignment . The assigned phone number will now be associated with the selected user(s) in Microsoft Teams.
6. Repeat these steps for any other users to whom you wish to assign a phone number.
By following these straightforward steps, you can easily assign phone numbers to users in Microsoft Teams. This feature allows you to streamline communication within your organization, ensuring that everyone has a dedicated phone line for business calls.
In conclusion, assigning a phone number in Teams is a simple and straightforward process that allows users to seamlessly integrate their phone communication into the Teams platform. With the ability to assign a phone number, users can make and receive calls directly within Teams, enhancing collaboration and streamlining communication workflows.
By following the steps outlined in this article, users can easily pair their phone number with Teams, enabling them to take advantage of the comprehensive calling features offered by the platform. Whether it’s assigning a new phone number, porting an existing one, or configuring call routing, Teams offers flexibility to meet the unique needs of businesses and individuals.
With Teams as a central hub for communication, organizations can minimize the use of multiple applications and streamline their workflows, resulting in increased productivity and efficiency. So, go ahead and leverage the power of Teams to assign your phone number and enjoy a seamless and integrated communication experience.
1. How do I assign a phone number in Teams? To assign a phone number in Teams, you need to have the necessary administrative permissions. Go to the Microsoft Teams admin center, select Voice, and then Phone numbers. From there, you can choose to add a phone number or port an existing number to your Teams account. Follow the prompts and provide the required information to complete the process.
2. Can I assign multiple phone numbers to one Teams account? Yes, you can assign multiple phone numbers to a single Teams account. This can be useful for businesses that need different phone numbers for different departments or locations. In the Teams admin center, you have the option to assign additional phone numbers to an existing account or create new accounts with different phone numbers.
3. Can I assign a phone number to a specific user in Teams? Yes, you can assign phone numbers to specific users in Teams. When adding or managing phone numbers in the Teams admin center, you have the ability to select the user or users that the number should be assigned to. This allows for more personalized and targeted communication within your organization.
4. Are there any costs associated with assigning phone numbers in Teams? Assigning phone numbers in Teams may involve additional costs depending on your organization’s subscription and calling plan. Microsoft offers various calling plans that include different features and pricing options. It is recommended to check with your Microsoft representative or visit the Microsoft Teams website to understand the costs associated with assigning phone numbers in Teams.
5. Can I assign a phone number to a guest user in Teams? As of now, phone numbers can only be assigned to internal users within an organization in Teams. Guest users, who are external to your organization, cannot be assigned a phone number. However, they can still participate in audio and video calls using their own communication methods, such as their personal phone or third-party communication platforms.
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Microsoft Teams Phone number routing logic change, specific matching for users with extensions MC487014
Full message center message here: MC487014 (only sent to select tenants)
Quite a big change in how Microsoft Teams routes PSTN phone calls to users is coming. This is a change in behaviour that has been the same since the Lync server days.
This only affects users with an assigned phone number in the format where digits are added as an extension. There are two variants of this:
- The user has a unique DDI, but the extension is defined, e.g. +14025557 334;ext=334
- User Alice is assigned +14025557000;ext=111
- User John is assigned +14025557000;ext=112
Using ext=xxx on phone numbers in Microsoft Teams is rare these days. Most users have unique DDI’s. I would not recommend they are used where possible.
However, if you migrated from Skype for Business, you might have used ext=xxx for Lync Phone edition extension and PIN sign-in (does anyone remember that?).
Current behaviour for Microsoft Teams extension routing
Today, if you have a user assigned a number in the format tel:+13305550100;ext=100 and you send a call into Teams for the number +13305550100, and no user is assigned +13305550100, it will match via Reverse Number Lookup to tel:+13305550100;ext=100 and the user will get the call.
In Direct Routing, the SBC sending in the call does not need to know if the user’s number assignment is in the format tel:+13305550100;ext=100 or tel:+13305550100, as the base number will get to the user anyway.
Change in routing behaviour: Calls will only route if there is an exact match with the user’s assigned number, including the ext=
After this change (due Feb/March 2023), if a user is assigned a number in the format tel:+13305550100;ext=100, the Session Border Controller\normalization rules must send the call to exactly that number “tel:+13305550100;ext=100” else the call will not route to that user.
Sending a call in the format +13305550100 will no longer route/match for the user assigned “tel:+13305550100;ext=100”
Actions for Teams Phone Admins
- Microsoft has used its telemetry to check tenants they believe have users with ext= format phone numbers assigned. If you have these, you should have received message center message MC487014, but it wouldn’t hurt to check your users. You could use PowerShell to scan your assigned phone numbers.
- I would recommend double-checking. Fabrizio Volpe has written a great little PowerShell script to check all your users here .
- If you have users in this format, and they have unique DDI’s, consider removing the ext=
- If you want or need to keep ext=, be sure that your inbound routing/SBCs/Direct Routing is all set up to send in calls that explicitly match that format.
If you are using extensions with a single shared base number, you should already have normalisation rules that take the short digit dial and map to the full E.164 number with the extension.
One challenge here is that Direct Routing as Service providers may not know how their customers have their user numbers formatted, and previously did not need to worry about this.
If you are a DRaaS provider, I would reach out to your customers and check if they have any ext= users. It’s quite possible they may miss or not understand the MC487014 message center message.
About the author
A Microsoft MVP and Microsoft Certified Master, Tom Arbuthnot is Founder and Principal at Empowering.Cloud as well as a Solutions Director at Pure IP.
Tom stays up to date with industry developments and shares news and his opinions on his Tomtalks.blog, UC Today Microsoft Teams Podcast and email list. He is a regular speaker at events around the world.
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This change hits harder than numbers using the trailing extension number. It is causing issues on all numbers using extensions. For instance if Tom Smith +1 786-555-1212 Ext 8012 is setup in Teams calls will hang up with 404 or with a message that “the call cannot be completed at this time.” As you can see the extension is completely out of the number range and still causes the issue. Oh Microsoft you make my head ache.
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There are different types of rules you can create depending on the complexity of the case you are building. The simplest is to treat a single unassigned number.
Make sure that you use E.164 formatted numbers in the source number field.
Other rule types include:
The evaluation order is important because it tells the system in what order to process the rule. All rules are entered into a rule table and their position is determined by the evaluation order. Rules with a evaluation order of 2 will be processed before others that have an evaluation order of 10 for instance.
Why this is important is because once a rule is matched, processing stops and the rule is triggered. In more complex unassigned number management deployments you may have a catch all treatment rule for the entire range which would be priority e.g. 100. You may have another rule for a smaller subset of numbers within the range e.g. a subrange block of 20 for sales using a Phone Number Range rule that triggers a different treatment with evaluation order of 50. Finally, you may have a single number rule that targets a specific number within the same overall range with an evaluation order of 10.
This means that you can create cascading rulesets that can apply to the majority while building more targeted rules to meet business cases to suit.
In addition to redirecting a caller to another person within the organisation, you can redirect them to an Auto Attendant or Call Queue. You can also play a greeting message which is played once to the caller on answer.
If selecting a greeting, you must upload a pre-recorded message. The use of text to speech is not currently available.
Limitations of Unassigned Numbers
If you use Microsoft Calling Plan user numbers and need to redirect callers to an alternative destination, you must ensure that you have sufficient communication credits assigned to your tenant. Routing unassigned Microsoft Service numbers, you must have at least one Teams Phone Resource Account License available.
Unassigned number treatments will apply to both inbound calls to Teams and calls outbound from Teams.
It is not yet possible to redirect unassigned numbers off platform e.g. to an external phone number directly as an option. To mitigate this, you could create an auto attendant with an external redirect and set the routing option of the unassigned rule to select this attendant application.
Unassigned Number Management with Callroute
As a Callroute customer, you can manage your unassigned numbers using our portal. This solution is our own proprietary handling, so any subsequent management you apply in Teams will also apply.
Our inbound number management allows you to quickly assign multiple inbound numbers to users or resource accounts that take effect immediately. There are no complicated regular expressions to learn.
Redirecting A Single Unassigned Number To A User
In Callroute, login and navigate to Numbers and select the range the number in a part of. Click on the Configure icon.
Now choose the destination service and / or user to redirect the caller to when called.
To redirect an entire range to a single number, modify the default inbound route for all the numbers in the range e.g. Call Forward
When configured, any number that does not have an explicit destination service will follow the default inbound call routing path.
Assigning an inbound route on a specific number will override the default to ensure the correct call delivery destination is adhered to.
Callroute’s number management for Microsoft Teams on top of the native capabilites within Teams helps customers manage their numbers more efficiently. Allowing voice admins to quickly change call treatments using a simple interface that makes sense to non technical people.
This is just one benefit of using Callroute. There are many more!
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Create a form in Word that users can complete or print
In Word, you can create a form that others can fill out and save or print. To do this, you will start with baseline content in a document, potentially via a form template. Then you can add content controls for elements such as check boxes, text boxes, date pickers, and drop-down lists. Optionally, these content controls can be linked to database information. Following are the recommended action steps in sequence.
Show the Developer tab
In Word, be sure you have the Developer tab displayed in the ribbon. (See how here: Show the developer tab .)
Open a template or a blank document on which to base the form
You can start with a template or just start from scratch with a blank document.
Start with a form template
Go to File > New .
In the Search for online templates field, type Forms or the kind of form you want. Then press Enter .
In the displayed results, right-click any item, then select Create.
Start with a blank document
Select Blank document .
Add content to the form
Go to the Developer tab Controls section where you can choose controls to add to your document or form. Hover over any icon therein to see what control type it represents. The various control types are described below. You can set properties on a control once it has been inserted.
To delete a content control, right-click it, then select Remove content control in the pop-up menu.
Note: You can print a form that was created via content controls. However, the boxes around the content controls will not print.
Insert a text control
The rich text content control enables users to format text (e.g., bold, italic) and type multiple paragraphs. To limit these capabilities, use the plain text content control .
Click or tap where you want to insert the control.
To learn about setting specific properties on these controls, see Set or change properties for content controls .
Insert a picture control
A picture control is most often used for templates, but you can also add a picture control to a form.
Insert a building block control
Use a building block control when you want users to choose a specific block of text. These are helpful when you need to add different boilerplate text depending on the document's specific purpose. You can create rich text content controls for each version of the boilerplate text, and then use a building block control as the container for the rich text content controls.
Select Developer and content controls for the building block.
Insert a combo box or a drop-down list
In a combo box, users can select from a list of choices that you provide or they can type in their own information. In a drop-down list, users can only select from the list of choices.
Select the content control, and then select Properties .
To create a list of choices, select Add under Drop-Down List Properties .
Type a choice in Display Name , such as Yes , No , or Maybe .
Repeat this step until all of the choices are in the drop-down list.
Fill in any other properties that you want.
Note: If you select the Contents cannot be edited check box, users won’t be able to click a choice.
Insert a date picker
Click or tap where you want to insert the date picker control.
Insert a check box
Click or tap where you want to insert the check box control.
Use the legacy form controls
Legacy form controls are for compatibility with older versions of Word and consist of legacy form and Active X controls.
Click or tap where you want to insert a legacy control.
Select the Legacy Form control or Active X Control that you want to include.
Set or change properties for content controls
Each content control has properties that you can set or change. For example, the Date Picker control offers options for the format you want to use to display the date.
Select the content control that you want to change.
Go to Developer > Properties .
Change the properties that you want.
Add protection to a form
If you want to limit how much others can edit or format a form, use the Restrict Editing command:
Open the form that you want to lock or protect.
Select Developer > Restrict Editing .
After selecting restrictions, select Yes, Start Enforcing Protection .
If you want to protect only parts of the document, separate the document into sections and only protect the sections you want.
To do this, choose Select Sections in the Restrict Editing panel. For more info on sections, see Insert a section break .
If the developer tab isn't displayed in the ribbon, see Show the Developer tab .
Open a template or use a blank document
To create a form in Word that others can fill out, start with a template or document and add content controls. Content controls include things like check boxes, text boxes, and drop-down lists. If you’re familiar with databases, these content controls can even be linked to data.
Go to File > New from Template .
In Search, type form .
Double-click the template you want to use.
Select File > Save As , and pick a location to save the form.
In Save As , type a file name and then select Save .
Start with a blank document
Go to File > New Document .
Go to File > Save As .
Go to Developer , and then choose the controls that you want to add to the document or form. To remove a content control, select the control and press Delete. You can set Options on controls once inserted. From Options, you can add entry and exit macros to run when users interact with the controls, as well as list items for combo boxes, .
Adding content controls to your form
In the document, click or tap where you want to add a content control.
On Developer , select Text Box , Check Box , or Combo Box .
To set specific properties for the control, select Options , and set .
Repeat steps 1 through 3 for each control that you want to add.
Options let you set common settings, as well as control specific settings. Select a control and then select Options to set up or make changes.
Set common properties.
Select Macro to Run on lets you choose a recorded or custom macro to run on Entry or Exit from the field.
Bookmark Set a unique name or bookmark for each control.
Calculate on exit This forces Word to run or refresh any calculations, such as total price when the user exits the field.
Add Help Text Give hints or instructions for each field.
OK Saves settings and exits the panel.
Cancel Forgets changes and exits the panel.
Set specific properties for a Text box
Type Select form Regular text, Number, Date, Current Date, Current Time, or Calculation.
Default text sets optional instructional text that's displayed in the text box before the user types in the field. Set Text box enabled to allow the user to enter text into the field.
Maximum length sets the length of text that a user can enter. The default is Unlimited .
Text format can set whether text automatically formats to Uppercase , Lowercase , First capital, or Title case .
Text box enabled Lets the user enter text into a field. If there is default text, user text replaces it.
Set specific properties for a Check box .
Default Value Choose between Not checked or checked as default.
Checkbox size Set a size Exactly or Auto to change size as needed.
Check box enabled Lets the user check or clear the text box.
Set specific properties for a Combo box
Drop-down item Type in strings for the list box items. Press + or Enter to add an item to the list.
Items in drop-down list Shows your current list. Select an item and use the up or down arrows to change the order, Press - to remove a selected item.
Drop-down enabled Lets the user open the combo box and make selections.
Protect the form
Go to Developer > Protect Form .
Note: To unprotect the form and continue editing, select Protect Form again.
Save and close the form.
Test the form (optional)
If you want, you can test the form before you distribute it.
Protect the form.
Reopen the form, fill it out as the user would, and then save a copy.
Creating fillable forms isn’t available in Word for the web.
You can create the form with the desktop version of Word with the instructions in Create a fillable form .
When you save the document and reopen it in Word for the web, you’ll see the changes you made.
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Plan for Teams Auto attendants and Call queues
- 14 contributors
- Applies to: Skype for Business, Microsoft Teams
Auto attendants allow you to set up menu options to route calls based on caller input. Menu options for an Auto attendant--such as "For Sales, press 1--For Services press 2"--let an organization provide a series of choices that guide callers to their destination quickly, without relying on a human operator to handle incoming calls.
Call queues are waiting areas for callers. For situations where callers need to reach someone with a particular specialty--such as sales or service--rather than a specific person, you can use Call queues to connect callers to the group of agents who can assist them. Callers are put on hold until an agent assigned to the queue is available to take their call.
Used together, Auto attendants and Call queues can easily route callers to the appropriate person or department in your organization.
The primary purpose of an Auto attendant is to direct a caller to an appropriate person or department based on the caller's input to the provided menu options. Callers can be directed to specific people within your organization, to Call queues where they wait to talk to the next available agent, to external numbers, to other Auto attendants, or to voicemail. Different call routing options can be specified for business hours, off hours, and holidays.
Menu prompts can be created by using text-to-speech (system-generated prompts) or by uploading a recorded audio file. Speech recognition accepts voice commands for hands-free navigation, but people calling in can also use the phone keypad to navigate menus.
Each Auto attendant has a specific language and time zone. If you do business in multiple languages or multiple parts of the world, you can create as many different Auto attendants as you need to accommodate your callers.
For each Auto attendant, you can configure an operator. While you can configure operator calls to go to various destinations, the operator feature is designed to allow callers to talk to a specific person in your organization who can help them.
Auto attendants can be configured to allow callers to search your organization's directory, either by name or by extension number. Within an Auto attendant, you can specify who is available for the directory search by choosing groups of users to include or exclude. (This is known as dial scope .)
Internal callers, using their Teams client, can reach an Auto attendant by calling the Resource account assigned to the Auto attendant. External callers can reach an Auto attendant by dialing the phone number assigned to the Resource account or via the web if click-to-call is configured.
A Call queue is analogous to a waiting room in a physical building. Callers wait on hold while calls are routed to the agents in the queue. Call queues are commonly used for sales and service functions. However, Call queues can be used for any situation where the number of calls exceeds your internal capacity, such as a receptionist in a busy facility.
Call queues allow for specific routing of calls in cases where there are no agents logged in or where the total number of callers in the queue or the wait time exceeds the limits that you specify. Calls can be routed to specific people, voicemail, other Call queues, or Auto attendants.
Like Auto attendants, Call queues each have a language setting. You can use different Call queues if you do business in multiple languages. Agents can be members of more than one queue if they're multi-lingual.
For each Call queue, you can specify if agents in the queue can opt out of taking calls and if calls should be routed to them based on their presence indication in Teams.
Internal callers, using their Teams client, can reach a Call queue by calling the Resource account assigned to the Call queue. External callers can reach a Call queue by dialing the phone number assigned to the Resource account or via the web if click-to-call is configured.
Call queues don't provide separate call routing for off hours and holidays. Even if your Call queue is staffed 24/7 we recommend using an Auto attendant to direct calls to the call queue.
To configure Auto attendants and Call queues, you need the following resources:
- A Resource Account for each Auto attendant and each Call queue.
- A free Microsoft Teams Phone Resource Account license for each resource account.
- The service number may be a toll or toll-free number.
- Contact centers with Azure Communication Services
- Quickstart: Join your calling app to a Teams auto attendant
- Quickstart: Join your calling app to a Teams call queue
Resource accounts are disabled for sign in and must remain so. Chat and presence are not available for these accounts.
Agents who receive calls from a Call queue must be Enterprise Voice enabled online or on-premises users. For more information, see Assign, change, or remove a phone number for a user and Enable users for Direct Routing . In addition, if the Call queue is using Direct Routing or Operator Connect numbers, agents who need to conference or transfer calls also require:
- An online voice routing policy assigned if the Call queue uses transfer mode.
- An Audio Conferencing license or online voice routing policy assigned if the Call queue uses conference mode.
If your agents are using the Microsoft Teams app for Call queue calls, they need to be in TeamsOnly mode.
When using a resource account for calling line ID purposes in Call queues, the resource account must have a Teams Phone Resource Account license and one of the following assigned:
- A Calling Plan license and a phone number assigned.
- An Operator Connect phone number assigned.
- Phone number assignment is optional when using Direct Routing.
When an Auto attendant or Call queue is transferring calls to an external number, specific resource accounts as outlined below must have a Teams Phone Resource Account license and one of the following assigned:
Which resource account to license:
- All resource accounts must have a free Microsoft Teams Phone Resource Account license .
- License the resource account on the first Auto attendant receiving the call when that Auto attendant transfers to other Auto attendants or Call queues that transfer calls externally.
- In all other calling scenarios, license the resource account of the Auto attendant or Call queue performing the external transfer.
If the Calling Plan assigned to the resource account becomes disabled or is removed, Communications Credits , if available in the tenant (without being assigned to the resource account), will be consumed. If there is no Calling Plan or Communications Credits, the call will fail.
Direct Routing service numbers for Auto attendant and Call queues are supported for Microsoft Teams users and call agents only.
Transfers between Calling Plan, Operator Connect, and Direct Routing trunks aren't supported.
In a Hybrid scenario, the resource account must be created on-premises. For more information, see Plan Cloud call queues .
New Commerce Experience customers are not yet supported for resources accounts when an auto attendant or call queue needs to transfer calls to an external number.
Before you set up your Auto attendants and Call queues, there are some decisions that you should make about how to use these features in your business. These decisions determine the settings you choose when configuring your Auto attendants and Call queues.
Document your answers to these questions and provide the information to the administrator doing the configuration.
- How will callers reach you? Internally only? Externally? Click-to-call on the web?
- What languages do you need? Where are these languages needed - which department or group?
- Do you want to allow voice inputs from callers or only dialing inputs?
- Do you need separate call routing for off hours or holidays? What are the hours and holidays?
- Do you want to allow agents in a Call queue to opt out of taking calls?
- Do you want agents in your Call queues or your operator to have a specific caller ID if they dial out?
- Do you want to enable call parking and retrieval in your organization to help with call handoffs between people or departments?
- The system-generated voice is easy to update.
When using Auto attendants and Call queues to connect callers to people in your organization, there are some technical decisions to make before you start the configuration.
Agents can be added to Call queues in the following ways:
- Individual users
- Distribution lists
- Security groups, including mail-enabled security groups
- Microsoft 365 Groups or Teams
You can use a combination of these options for each queue if needed. Groups that have an email address can be used for voicemail. Using Teams offers many advantages, including shared file storage and chat between agents, a common mailbox where voicemails can be received, and an extensible platform that can include integration with your line-of-business applications or Power Apps.
We recommend choosing a strategy for adding call agents to queues before you start your configuration.
If you have an existing Auto attendant and Call queue infrastructure and you're migrating to Teams, you'll need a plan to transfer your existing phone numbers to the new Auto attendants and Call queues. You might need to create a port order to move your numbers from another providers. We recommend that you temporarily acquire one or more new phone numbers and test your Auto attendant and Call queue flows before switching them over the numbers you currently have in service.
Conference mode is an option in Call queues that significantly reduces the amount of time it takes to connect Teams VOIP calls and PSTN calls to an agent. For conference mode to work, agents in the Call queue must use one of the following clients:
- The latest version of the Microsoft Teams desktop client, Android app, or iOS app.
- Microsoft Phone System version 1449/126.96.36.1990051601 or later.
Set Agents' Teams accounts to Teams-only mode. Agents who don't meet the requirements aren't included in the call routing list.
Conference mode is enabled by default. If you have agents who don't meet the requirements, then conference mode must be manually disabled during Call queue configuration.
Call routing flow plans help determine the most efficient routing for people calling into your organization. To learn how to plan your call routing flow, see Plan your call routing flow .
In order to help prevent a denial of service attack from web based click-to-call applications, there's a maximum of 40 click-to-call calls per minute across all auto attendants and call queues in the tenant.
Supported audio file formats
When using a recorded audio file for prompts or music the supported formats are WAV (uncompressed, linear PCM with 8/16/32-bit depth in mono or stereo), WMA (mono only), and MP3.
The audio file content cannot be more 5MB.
Once you complete the planning tasks in this article, follow these steps to get your Auto attendants and Call queues set up:
- Get a Teams Phone Resource Account license for each resource account that you plan to create. These licenses are free, so we suggest getting a few extra in case you decide to make changes to your resource accounts in the future.
- Create a resource account for each Auto attendant and Call queue that you want to create.
- Assign a Teams Phone Resource Account license to each resource account.
- Get service numbers for the Auto attendants and Call queues that you want phone callers from outside your organization to call. This might include transferring numbers from another provider or requesting new service numbers .
- Create click-to-call configurations for the Auto attendants and Call queues that you want users on your website or in your mobile applications to call.
- Create the holidays for which you want to have separate call routing in your Auto attendants.
- Create the groups or Teams channels that you want to use to contain the call agents for the Call queues.
- If you plan to allow dial by extension, ensure that you add your users' extension number to their Azure Active Directory (Azure AD) profile.
- Optionally, set up call parking and retrieval if you want to use this feature to help with call transfers.
Once you completed the steps above, you're ready to create your Auto attendants and Call queues. Because Auto attendants and Call queues can redirect calls to each other, refer to the workflow diagram that you created to determine which Auto attendant or Call queue should be created first. In the example in the diagram above, you would create the sales and support Call queues before you create the Contoso main Auto attendant because the main Auto attendant needs to direct callers to the sales and support Call queues.
See the following articles for information on how to create Auto attendants and Call queues:
- Set up an Auto attendant
- Create a Call queue
A user's Azure AD GUID token is stored as part of the Auto attendant or Call queue configuration when the user is configured as:
- an Auto attendant or Call queue Authorized user .
- an Auto attendant Operator .
- a Person in Organization transfer point.
- an individual member of a Call queue.
The Auto attendant and Call queue configurations aren't synchronized with Azure AD lifecycle events. Teams administrators need to manually update Auto attendant and Call queue configurations to remove this personal data when a user included in the configuration leaves the organization.
This doesn't apply to Call queue agent memberships that are configured via distribution lists or channels. It also doesn't apply to users who are reached through the Dial by Name or Dial by Number feature of Auto attendants.
If you need more extensive capabilities, such as integration with workflows, bots, and SMS, consider Azure Communication Services .
Plan Direct Routing
Routing calls with Auto attendants and Call queues
Set up a Microsoft Teams Auto attendant
Create a Call queue in Microsoft Teams
Country and region availability for Audio Conferencing and Calling Plans
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