MICROSOFT TEAMS-

CALL QUEUES AND

AUTO ATTENDANT
Moving from Skype RGS to Teams Auto Attendant
Agenda
You will…

 Call Queues Overview

 Auto Attendant Overview
 Resource Account
Terminologies

• Resource account: Resource account is also known as a disabled user object

in Azure AD, and can be used to represent resources. In Microsoft Teams or
Skype for Business Online, each Phone System call queue or auto attendant is
required to have at least one associated resource account.

• Auto Attendant: is a term commonly used in telephony to describe a voice

menu system that allows callers to be transferred to an extension without going
through a telephone operator or receptionist.

• Call Queue: A call queue places incoming calls in line to be answered by

agents based on defined call distributing algorithm
 In Teams, call queue or auto attendant is required
to have at least one associated resource account,
no matter whether the phone need to assigned or
not.
 Virtual user or Phone system license is required to
assign the phone number.
 Only service phone number can be assign to
Resource Account.
 To redirect call to user in the organization, the
user should be in teams only mode and EV
enabled.
 PS command to make account enabled :
Set-CsUser -identity
“abc@contoso.com -EnterpriseVoiceEnabled
$true
 PS command to assign phone number to
resource account:

Set -CsOnlineVoiceApplicationInstance -
Identity abc@contoso.com -TelephoneNumber
+12345678923
 PS command to assign phone number to
resource account using direct routing

Set-CsOnlineApplicationInstance -Identity
abc@contoso.com -OnpremPhoneNumber
+12345678923
Call Queues
 A greeting message plays when people call in.

 Music while people are waiting on hold.

 Redirecting calls to call agents in mail-enabled distribution lists and security groups.

 Setting different parameters such as queue maximum size, timeout, and call handling options.

 Shared voicemail for callers to leave a message for an organization.

 Call handling options, such as agent opt-in/opt-out, presence-based routing, call wait time, and call time-
out options.
Call Queue Routing

Attendant
• Call rings to all the agents at the same time
Routing

Serial
• Call goes to each agent one by one, serial wise
Routing

• In this incoming calls are balanced so that all agents get

Round Robin same number of calls from the queue
Auto Attendant

• Auto attendants let people call your organization and navigate a menu system to speak
to the right department, call queue, person, or an operator. 
• Phone numbers are not directly assigned to the auto attendant, but rather to a 
resource account that is associated to the auto attendant.
• Auto attendant implementations often involve several auto attendants.
• A first-level auto attendant usually has a resource account with an assigned phone
number.
• A nested auto attendant is used as a second-level menu that the first-level auto
attendant connects as call to.
• A nested auto attendant isn't required to have a phone number assigned to its resource
account.
Resource Account
• A resource account is also known as a disabled user object in Azure AD, and can be used to
represent resources in general. In Exchange it might be used to represent conference
rooms, for example, and allow them to have a phone number.
• When you create a resource account, by default, it's disabled and sign in is blocked for
the account. These settings shouldn't be changed. To resolve this error message, block
the resource account from signing in. To do this:

1. In the Microsoft 365 admin center, go to Users, search for, and then select the resource
account.

2. At the top of the pane under the display name, click Block this user?, select the Block
this user from signing in check box, and then select Save changes
Call Queue and Auto attendant set-up
Call Queue Set-Up

Create mail Create

Create Call
enabled DL or Resource Assign License Assign Number Route Number
Queue
Security Group Account

Auto Attendant Set-Up

Create
Create Auto Assign Assign Assign Route
Resource
Attendant Options License Number Number
Account
Thank You All