How to Set Up a Call Queue in Microsoft Teams

Last Updated
September 3, 2026
File download icon
Download

To set up a call queue in Microsoft Teams, create a resource account, assign it a licence, then build the queue in the Teams admin centre — choosing who answers calls, how they're distributed, and what happens if nobody's available. Like an auto attendant, this is configured entirely in the admin centre and needs administrator access.

Before You Start

You'll need:

  • Admin access to the Teams admin centre
  • A resource account created for the queue
  • A licence assigned to that account
  • A group of agents already set up — either as a distribution list, security group, Microsoft 365 group, or Teams channel

Deciding how your agents are grouped is worth doing before you start building the queue, since it's the one thing you can't easily bolt on afterwards without reconfiguring.

Step 1: Create a Resource Account

  1. In the Microsoft 365 admin centre, go to Teams admin centre > Voice > Resource accounts.
  2. Select Add, give it a clear name (for example, "Sales Queue"), and set the account type to Call queue.
  3. Save the account.

Step 2: Assign a Licence

  1. Go to Users > Active users in the Microsoft 365 admin centre.
  2. Find the resource account and assign a Microsoft Teams Phone Resource Account licence.
  3. If the queue needs to overflow or transfer to an external number, also add Communication Credits or a Calling Plan.

Step 3: Build the Call Queue

  1. Go to Teams admin centre > Voice > Call queues.
  2. Select Add, and choose the resource account you created.
  3. Select your agent group — the distribution list, security group, or channel containing the people who'll answer calls.
  4. Choose a routing method:
    • Attendant routing — rings all agents at once
    • Serial — rings agents one at a time, in a fixed order
    • Round robin — rotates evenly through the agent list
    • Longest idle — routes to whoever's been free the longest
  5. Set a greeting and music on hold for callers waiting in the queue.
  6. Configure overflow settings — how many callers can wait at once, and where extra calls go once that limit's reached.
  7. Configure a timeout — how long a call waits before it's redirected, typically to voicemail or another destination.

Step 4: Assign a Phone Number

  1. Return to Resource accounts, select the queue's account, and assign a number if callers need to reach the queue directly.
  2. Save your changes.

Step 5: Test It

Call the queue from an external number, check the greeting and hold music play correctly, and confirm calls route to agents in the order you expect. It's also worth testing what happens when every agent is busy, so you know the overflow and timeout behaviour actually works before a real caller finds out for you.

Frequently Asked Questions

What's the difference between a call queue and an auto attendant? An auto attendant plays a menu and routes callers based on which option they press. A call queue holds callers in line and distributes them to available agents — there's no menu, just a wait and a routing method. They're often used together, with an auto attendant routing to a queue.

How many agents can be in one call queue? Microsoft allows a large number of agents per queue, but in practice, most queues work best with a manageable group who can realistically be monitored and managed — very large agent lists tend to make performance harder to track.

Can I see reporting on how a call queue is performing? Yes, through Teams admin centre reporting or Power BI-based call queue dashboards, depending on your licensing. This is one area where a dedicated hosted system like Gamma Horizon sometimes offers more built-in detail out of the box.

What happens if all agents are unavailable? Calls follow whatever overflow and timeout settings you've configured — typically voicemail, another queue, or a specific person. It's worth deciding this deliberately rather than leaving the default.

Getting agent grouping and routing method right from the start makes a real difference to how calls actually get answered. Request a quote if you'd like T2K to set this up for you, or read our guide to setting up a Teams auto attendant if you need both working together.