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Teams auto attendants and call queues

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Teams auto attendants and call queues

How to design auto attendants and call queues in Teams Phone — the modern PBX features built on resource accounts.

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/teams-auto-attendants-and-call-queues

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What is the difference between an auto attendant and a call queue?

An auto attendant answers a number with a menu ('press 1 for sales'), routes by choice, business hours, and holidays, and can look up people by name. A call queue holds callers with music and distributes calls to a grou…

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/teams-auto-attendants-and-call-queues

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Do auto attendants and call queues need licences?

Each needs a resource account with a free Teams Resource Account licence (formerly Phone System Virtual User) and a phone number if it is dialled directly. Agents in queues need Teams Phone licences. Advanced queue feat…

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/teams-auto-attendants-and-call-queues

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03

How do I see call queue statistics?

The Queues app (Teams Premium) gives supervisors real-time and historical views; the Teams admin center provides auto attendant and call queue historical reports through Power BI templates and the call quality dashboard.

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/teams-auto-attendants-and-call-queues

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