Call Queue

A call queue in Microsoft Teams Phone distributes inbound calls to a group of agents based on configurable routing — attendant routing (all agents ring), serial routing, round-robin, longest-idle, or skills-based. Each queue has a resource account with its own phone number, music on hold, greeting messages, max wait times, and overflow rules. Agents are Teams users with the right calling licence; they accept calls from the queue in their normal Teams client. Combined with auto attendants (interactive voice menus), call queues replace traditional ACD systems for many small and mid-size customer-service scenarios. Configured in the Teams admin center.