For example, if we have 120 SIP channels and 20 agents are actively on calls, would this mean a maximum of 100 calls can wait in the queue? I believe whether a call is waiting in queue or actively connected with an agent, it will occupy a SIP channel hence queue capacity should be set realistically based on available SIP channels to avoid call rejections during peak periods Additionally, are there any specific queue capacity limitations in to Microsoft Teams or it will be depend on number of SIP channel.

Hi @ Surykant Rodi Maximum calls in the queue specifies the maximum number of calls that can wait in the queue at any given time. According to the documentation , you can add up to 20 agents individually and up to 200 agents via groups. ********************************************************************************************************* If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. *********************************************************************************************************

Does the Microsoft Teams Phone system's queue capacity (the maximum number of calls allowed to wait in the queue at a given time) depend on the number of SIP channels provided by the SIP trunk provider?

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LiweiTian-MSFT 15,515 Reputation points Microsoft Vendor

2024-03-07T09:10:59.8033333+00:00

Hi @Surykant Rodi

Maximum calls in the queue specifies the maximum number of calls that can wait in the queue at any given time.

According to the documentation, you can add up to 20 agents individually and up to 200 agents via groups.

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Surykant Rodi 20 Reputation points

2024-03-07T09:50:20.6866667+00:00

Hi @LiweiTian-MSFT , Thank you for the response but I believe my questions were more related to queue capacity rather than agent count capacity. I want to understand if queued calls rely on SIP channels, and if so, how queue capacity relates to that SIP channel limit. Please refer to these additional questions:

While your answer mentions agent counts, it's important to note that the number of configured agents is different from the queue capacity limitation I am asking about.

The agent count refers to how many simultaneous agents can be logged in and taking calls. However, the queue capacity is about how many calls can be held waiting for any available agent.

Can you please confirm that the agent count configuration is independent of the maximum queue capacity? Even with 20 agents, there could potentially be 200 calls waiting if the queue is configured that high.

The key thing I want to understand is - if queue capacity is set higher than SIP channel capacity, will additional calls be rejected or routed to overflow regardless of agent count? Or can the queue truly hold more calls than SIP channels?

For example, if we have provisioned 120 SIP channels from our SIP trunk provider, does that mean we can only have a maximum of 120 concurrent calls at any time (including calls in queue and active calls)?

While configuring queues, what is the maximum number of calls allowed to set for queue capacity?

Can you please confirm if queued calls waiting for agents also consume SIP channels in the Microsoft Phone System? If so, what is the technical reason/architecture that would enable queues to hold more calls than the provisioned SIP channel capacity? if that is indeed possible?

LiweiTian-MSFT 15,515 Reputation points Microsoft Vendor

2024-03-08T07:14:31.6133333+00:00

Hi @Surykant Rodi

Sorry for the misunderstanding of your question in the first reply.

Based on our research, queued calls do not depend on the SIP channel, and maximum calls in the queue specifies the maximum number of calls that can wait in the queue at any given time.

The default is 50, but it can range from 0 to 200.

When this limit is reached, the call is handled as specified by the When the maximum number of calls is reached setting.

Surykant Rodi 20 Reputation points

2024-03-08T10:01:07.15+00:00

Hi @LiweiTian-MSFT , Thank you for the reply, but I am still not satisfied with the answer provided. Here are some follow-up questions I would be grateful to receive a detailed response for, including relevant documentation links:

Can you please provide the technical architecture details on how queued calls are able to be held without utilising SIP/RTP channels/trunking resources? Queued calls still represent active media that needs a SIP/RTP channel.

I believe 200 is a theoretical limit, and the practical limit would still depend on the SIP channel capacity. If queued calls truly do not depend on SIP/RTP channels as you state, does that mean an unlimited number of calls, in this case 200, could be queued regardless of the purchased SIP trunking capacity?

LiweiTian-MSFT 15,515 Reputation points Microsoft Vendor

2024-03-12T06:41:28.22+00:00

Hi @Surykant Rodi

Thanks for the correction, the SIP channel only has nothing to do with the maximum number of calls in the queue.

As you said, if you have 120 SIP channels and you have 20 agents on active calls, that means up to 100 calls can wait in the queue.

Individual Calling Features uses SIP Channels to route the calls, eg Hold uses one channel, and the Auto Attendant uses one channel. A Call Queue can use multiple channels, so if you want six callers in your Call Queue, you will need six SIP Channels.

Surykant Rodi 20 Reputation points

2024-03-12T10:38:07.6933333+00:00

Hi @LiweiTian-MSFT ,

Thank you for the informative response and for clarifying the relationship between SIP channels and call capacity in the Phone System. Your explanation aligns with my understanding that both active calls and queued calls consume SIP channels.

To ensure we have a fully accurate understanding, could you please confirm the following:

The total call capacity of the Phone System (i.e., the sum of active calls and calls waiting in the queue) is always dependent on and limited by the number of SIP channels configured in the system.

Also, the actual maximum number of calls that can wait in a queue at any given time (i.e., the effective queue capacity) is also constrained by the available SIP channels, rather than being a fixed value.

Therefore, the '200' value mentioned in the Microsoft documentation (https://learn.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-exception-handling#tabpanel_1_call-exception-handling) represents a system-configured limit within the phone system software, but does not necessarily reflect the actual achievable queue capacity, which would be determined by the provisioned SIP channels.

Please let me know if this understanding is correct. I greatly appreciate you taking the time to provide this final confirmation and any additional details.

LiweiTian-MSFT 15,515 Reputation points Microsoft Vendor

2024-03-14T02:19:29.15+00:00

Hi @Surykant Rodi

The 200 mentioned in the Microsoft documentation only represents the maximum number of calls in the queue, but does not necessarily reflect the actual achievable queue capacity.

The total call capacity of a phone system is determined and limited by the number of SIP channels configured in the system.

The actual maximum number of calls that can wait in the queue at any given time (i.e. the effective queue capacity) is also bounded by the available SIP channels, rather than being a fixed value.

Surykant Rodi 20 Reputation points

2024-03-18T13:11:25.6433333+00:00

Hi @LiweiTian-MSFT ,

Thank you for the confirmation and your time for responding the questions.

LiweiTian-MSFT 15,515 Reputation points Microsoft Vendor

2024-03-19T01:04:34.64+00:00

Hi @Surykant Rodi

If the reply is helpful to you, please try to mark it as an answer to help others who encounter the same issue and read this thread.

Thank you for your understanding and patience!
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Does the Microsoft Teams Phone system's queue capacity (the maximum number of calls allowed to wait in the queue at a given time) depend on the number of SIP channels provided by the SIP trunk provider?

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