Create Call Queue in Teams

Overview

This article explains how to create a Call Queue in Microsoft Teams Admin Center. A Call Queue allows incoming calls to be distributed among available agents or groups based on predefined routing rules.

Step 1: Access Call Queue Settings

Go to Microsoft Teams Admin Center.
Navigate to Voice > Call queues > Add.

Step 2: Enter Basic Information

Name: enter a descriptive name (e.g., Support Queue).
Description (Optional): add a brief purpose or note for internal use.

Step 3: Assign a Resource Account

Select or create a Resource Account for this call queue.
This account represents the queue within Teams and allows external call routing.

Step 4: Add Agents or Teams Group

Add individual Agents or a Microsoft Teams Group whose members will handle calls.
Agents must have Phone System licenses assigned.

Step 5: Choose a Routing Method

Select how calls are distributed among agents:

Round Robin: calls rotate evenly among available agents.
Serial: calls are routed to agents in a fixed order.
Longest Idle: sends the call to the agent who has been idle the longest.
Attendant Routing: rings all available agents simultaneously.

Step 6: Configure Queue Options

Set the following according to your organization's needs:

Agent Alerts: enable pop-up or toast notifications for new calls.
Music on Hold: choose or upload a hold music file.
Timeout Rules: define what happens when a call is not answered (e.g., redirect to voicemail or another queue).

Step 7: Connect Call Queue to an Auto Attendant

Link the Call Queue to an existing Auto Attendant for seamless call routing (e.g., "Press 2 for Support").

Step 8: Save and Test

Click Save to apply your configuration.
Test the queue by calling the associated number to verify routing, hold music, and agent notifications.

Verification

Confirm that:

Calls are reaching assigned agents as per routing settings.
Hold music and timeouts function correctly.
Queue links properly to the intended Auto Attendant.