Configuring call queues

Call queues allow for calls to be distributed to a group of Teams users. When inbound calls are received by a number connected to a call queue, the call will be serviced by a group of Teams users known as queue agents. Calls are distributed one at a time to the queue agents.

To set up call queues, you will need to create a resource account using the steps earlier in this chapter under the Configuring resource accounts section. Then, follow these steps:

1. Navigate to the Teams admin center (https://admin.teams.microsoft.com).
2. On the left pane, expand Voice and then select Call queues.
3. Click Add.
4. Enter a name for your call queue.
5. Under Resource accounts, click Add to add the resource account you wish to link to this call queue.
6. Search for resource accounts by entering a display or username. Multiple resource accounts can be added to a call queue to support multiple dial-in numbers. Click Add for each resource account to add to...