Manage calls in Microsoft Teams by using auto attendants and call queues

Microsoft Teams

Learn how to use Microsoft Teams Phone's features to provide auto attendants and call queue services with Microsoft Teams.

Learning objectives

At the end of this module, you should be able to:

  • Describe the differences between auto attendants and call queues.
  • Design an auto attendant to gather information from callers.
  • Explain how to set up auto attendants to implement your plan.
  • Demonstrate how to plan call queues to manage many callers.
  • Describe how to configure call queues to alert agents and route calls.
  • Explain how to plan licensing for auto attendants and call queues.


  • Familiarity with administrating Microsoft Teams
  • Awareness of Microsoft 365 Phone System