Create a call queue

Call queues route callers to people in your organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue, who are known as agents.

Call queues provide:

  • A greeting message.
  • Music while people are waiting on hold in a queue.
  • Call routing - in First In, First Out (FIFO) order - to agents.
  • Handling options for queue overflow and timeout.

Before you follow the procedures in this article, be sure you have read Plan for Teams auto attendants and call queues and followed the getting started steps.

The steps to set up a call queue includes:

  1. Set up general information
  2. Set the greeting and music
  3. Set up call answering
  4. Choose and assign agents
  5. Set call overflow handling
  6. Set call timeout handling

The steps outlined in the article create call queues using the Teams admin center. For instructions to create call queues using PowerShell, see Creating call queues with PowerShell cmdlets.

Follow these steps to set up your call queue

Step 1: Set up general information

To set up a call queue, in the Teams admin center, expand Voice, select Call queues, and then select Add.

Type a name for the call queue in the box at the top.

Add a resource account

To add an existing resource account:

  1. Under Resource accounts, click the Add button to add a resource account for this call queue.
  2. On the Add accounts pane, search for the resource account to add.
  3. Select the Add button next to the resource account you want to assign to this call queue.
  4. At the bottom of the pane, select the Add button.

If you need to create a resource account:

  1. Under Resource accounts, click the Add button to add a resource account for this call queue.
  2. On the Add accounts pane, search for any set of letters to pull up the results dropdown.
  3. Select the + Add a resource account button at the bottom of the results.
  4. On the Add resource account pane:
    1. Type in a descriptive Display name, which will be visible to agents.
    2. Type in a descriptive Username for the resource account.
    3. Select the Resource account type dropdown and select Call queue.
  5. At the bottom of the pane, select the Save button.
  6. On the Resource accounts pane, select the Add button.

Agents will see the resource account name when they receive an incoming call.

For more information, see Manage Teams resource accounts.

Assign a calling ID (optional)

Available for Teams channel/collaborative calling desktop users and Teams mobile client users with standard call queues.

You can assign outbound caller ID numbers for the agents by specifying one or more resource accounts with a phone number. Agents can select which outbound caller ID number to use with each outbound call they make. Within the Calls App, agents can use their Call Queue (CQ) / Auto Attendant (AA) number or their own personal Direct InWard Dial (DID).

Note

The resource account used for calling ID purposes must have a Microsoft Teams Phone System - Virtual User license and one of the following assigned:

  • A Calling Plan license and a phone number assigned
  • An Operator Connect phone number assigned
  • An online voice routing policy (phone number assignment is optional when using Direct Routing)
  1. Under Assign calling ID, select the Add button.
  2. On the Add accounts pane, search for the resource account(s) you want to allow agents to use for outbound caller ID purposes.
  3. Select the Add button next to the resource account with an assigned phone number.
  4. Select the Add button at the bottom of the pane.

If you don't have a resource account with an assigned phone number:

  1. Under Resource accounts, click the Add button to add a resource account.
  2. On the Add accounts pane, search for any set of letters to pull up the results dropdown.
  3. Select the + Add a resource account button at the bottom of the results.
  4. On the Add resource account pane:
    1. Type in a descriptive Display name, which will be visible to call recipients.
    2. Type in a descriptive Username for the resource account.
    3. Select the Resource account type dropdown and select Call queue.
  5. At the bottom of the pane, select the Save button.
  6. On the Resource accounts pane, select the Add button.

After you've created this new resource account for calling ID, you'll still need to:

Set the call queue language

Choose a supported language.

This language will be used for system-generated voice prompts and voicemail transcription, if you enable them.

Once you've selected a language, select the Next button at the bottom of the Add a call queue page.

Here's what you get with Microsoft Teams Phone

Getting service phone numbers

Country and region availability for Audio Conferencing and Calling Plans