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KevinStill-3133 avatar image
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KevinStill-3133 asked KevinStill-3133 answered

Teams Call Queue showing 0 Agents

Hello,

I follow the documentation and video Microsoft provided on creating a call queue in Teams.

My goal is to create an internal call queue only, no phone number yet. We just want to test it and see how it works for us.

I created a resource account and assigned it a Microsoft Teams Phone Standard - Virtual User license.

I created a Call Queue and linked it to the resource account and then I linked it to the Team and the Specific Channel.

It shows 0 Agents for the call queue and calling it just plays the music... nothing rings.

What am I doing wrong?

office-teams-windows-itpro
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JimmyYang-MSFT avatar image
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JimmyYang-MSFT answered JimmyYang-MSFT commented

Hi @KevinStill-3133

Please check if you meet these requirements below when creating call queue in your organization:

Based on my knowledge, Agents who receive calls from the call queues must be Enterprise Voice enabled online or on-premise users. In addition, if the call queues are using Direct Routing 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


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@KevinStill-3133

It has been a while, how is everything going?
If you have any update about this issue, please feel free to post back.

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KevinStill-3133 avatar image
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KevinStill-3133 answered

That was the correct answer, I didn't think they needed enterprise voice since they don't have any number attached.

The one issue I am having is getting the call queue/resource group to show up in the teams search bar.

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