Create/Edit Call Queue

Call queues provide a method of routing 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.

 

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.

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

 

Resource account and language

 

 

Name the call queue.

• Click Add accounts, search for the resource account, click Add, then click Add again.
• Agents will see this name when receiving incoming calls.
• Choose a supported language for system-generated prompts and voicemail transcription (if enabled).

 

Greetings and Music on Hold

• To play a greeting when callers enter the queue, upload an audio file (MP3, WAV, or WMA).
• Teams provides default hold music. To use a custom file, select Play an audio file and upload your MP3, WAV, or WMA (max 5MB).

 

 

Call agents

 

 

Teams Channel (up to 200 agents)

To manage the queue via a Teams channel:

1. Select Choose a team → Add a channel.
2. Search and select the team → Add.
3. Choose the channel → Apply.

Supported clients:

• Microsoft Teams Windows client
• Microsoft Teams Mac client

Users and Groups (up to 20 users or 200 via groups)

To assign individual users or groups:

1. Select Choose users and groups.
2. For users: Click Add users, search, and confirm.
3. For groups: Click Add groups, search, and confirm.

Supported group types:

• Distribution lists
• Security groups
• Microsoft 365 groups
• Microsoft Teams (teams)

 

 

 

Call routing

 

Conference Mode

Reduces connection time after an agent accepts a call.

Requires:

• Latest Teams desktop, Android, or iOS client
• Teams-only mode enabled for agents

Agents not meeting these requirements are excluded from routing.

 

 

Routing Methods

Choose how calls are distributed:

• Attendant: Rings all agents simultaneously
• Serial: Rings agents one by one in listed order
• Round Robin: Balances call distribution evenly
• Longest Idle: Prioritizes agents idle the longest
• Presence-Based: Routes only to agents marked as Available

 

Presence-based routing can be used with any method. Agents who opt out won’t receive calls regardless of status.

 

 

Agent alert time

Specifies how long an agent’s phone rings before the call moves to the next.

Recommended settings:

• Conference mode: Auto
• Routing method: Round robin or Longest idle
• Presence-based routing: On
• Alert time: 20 seconds

 

 

Call overflow handling

 

 

Defines how many calls can wait at once (default: 50; range: 0–200).

When the limit is reached, choose to:

• Disconnect the call
• Redirect to voicemail or another destination

For external transfers, refer to prerequisites and number formatting guidelines.

 

 

Call timeout handling

Call Timeout: Maximum Wait Time

 

Defines how long a call can stay in the queue before being redirected or disconnected (range: 0 seconds to 45 minutes).

You can:

• Disconnect the call
• Redirect to voicemail or another routing destination

For external transfers, refer to prerequisites and number formatting guidelines.

Once configured, click Save.

 

Caller ID for Outbound Calls

Agents returning customer calls can use a service number (e.g., auto attendant) as their caller ID.

Supported Clients for Call Agents

Agents must use one of the following Teams-supported clients:

• Teams Windows client (32-bit and 64-bit)
• Teams Mac client
• Teams on Virtualized Desktop Infrastructure (WVD, Citrix, VMware)
• Teams iPhone app
• Teams Android app

 

 

Caller ID for outbound calls

Since agents in a call queue may dial out to return a customer call, consider setting the caller ID (e.g., auto attendant) to mask personal numbers when agents make outbound calls.