Small business example - Set up a Call Queue

Microsoft Teams and Skype for Business are both part of Office 365 that provide chat, phone conversations, voicemail, meetings, files, and apps together in one place. They both require Phone System licenses to enable call control and PBX capabilities in the Office 365 cloud. The phone system license is included with the Enterprise E5 license, or it can be added to an Enterprise E3 license. Licensing details are at Skype for Business add-on licensing.

A Phone System license allows you to replace your existing PBX system with a set of features that include call queues, which route people who call your business to one of your company's call agents that can then fill customer service requests or put in sales orders. Call queues can be used with either Teams or Skype for Business. You create a call queue for your organization using the Microsoft Teams admin center and linking it with a resource account. A call queue's linked resource account can either be assigned a phone number or a call queue can be an option choice for an auto attendant, a directly associated phone number is optional.

If you are asked to set up a call queue, this article provides an illustration of planning and implementing a simplified one for a hypothetical business.

Before you begin

We assume you've already done the following: