Microsoft Teams call queues allow you to manage incoming callers as they arrive in a call queue, and for the duration of their wait in the call queue, until they're connected to an agent. For example, you can set up a call queue to play a greeting message as a caller arrives in the queue, or play a music file while they're waiting to route to a call agent.

Automate administrators may configure all call queue related configuration within the Automate Admin Portal without requiring additional configuration in the Microsoft Admin Portal.

You can set up a call queue to efficiently route callers out of the queue, to the first available agent, for example. If no agents are signed in or when all agents have opted out of the queue, you can also define, from within Automate or from the Microsoft Admin Portal, how new incoming calls are managed. In this case, you can choose to add new incoming calls to the queue, or disconnect, or redirect the call.

Although it is possible to assign an entire team of users as a member of a call queue via the MS Teams portal, the functionality to set this up from within VOSS Automate is reserved for future development. However, if you've set this up on the MS Teams portal, VOSS Automate will allow you to sync in the configuration.

This procedure displays, edits, and deletes existing Microsoft Teams call queues, and adds new call queues, from within the Automate Admin Portal.

You can select the following tabs on the Call Queues configuration page (once you select a call queue in the summary list view):

Model Details: device/msteamsonline/CsCallQueue

Field	Description
Greeting > Options	Choose a greeting option, either of the following: No greeting Play an audio file Selecting this option displays the Audio file field, where you can choose the audio file you wish to use. Add a greeting message Selecting this option displays the Message field, where you can fill out the greeting message to use. The typed message will be converted to an audio message by MS text-to-speech.
Greeting > Music on hold	Choose an option for playing music while the caller is on hold. Options are: Play default music Play an audio file Selecting this option displays the Audio file field, where you can choose the audio file you wish to use.

Field	Description
Options / Team / Channel	Defines whether to have a specific MS Team and channel answer calls in the queue or choose to assign specific call agents, distribution lists, and groups. Assigning a MS team to call answering must be configured on the MS Teams portal and synced to VOSS Automate. The ability to set this up from within VOSS Automate is reserved for future development.
Conference Mode	Enables or disables conference mode. The recommended setting is Enabled. Enabling conference mode reduces the time it takes for the caller to connect with an agent. Conference mode enabled requires that the agent answering calls is using Microsoft Teams desktop client or a Microsoft phone.

Field	Description
Routing method	Defines how calls are routed: Options are: Attendant routing Rings all agents in the queue at the same time. The first agent to pick up the call takes the call. Serial routing Rings call agents in the order they're listed in the call agents list. The call cycles through agents until one answers the call. Round robin A recommended routing method, representing a balanced approach that sends the same number of calls from the queue to each agent. Longest idle A recommended routing method that routes the next call to the agent who has been idle the longest. An agent is considered idle when their presence status is set to Available. Calls won't be routed to agents with their presence status set to Unavailable. You cannot enable Presence-based routing for this routing method.
Presence-based routing	Recommendation is Enabled. However, this setting can't be enabled for routing option Longest idle. Disable to send calls to agents who choose to receive calls, regardless of their presence status. Enable to send calls only to agents with their presence status set to Available.
Call agents can opt out of taking calls	Recommendation is enabled. Disable to ensure agents accept a call routed to them. Enable to allow agents to choose not to answer a call.
Call agent alert time	The time, in seconds, to wait before redirecting the call to the next agent. The recommendation is a minimum of 20 seconds. The minimum alert time is 15 seconds, and the maximum alert time is 180 seconds.

Field	Description
Maximum calls in the queue	Defines the maximum number of incoming calls you want to allow in the call queue. The default maximum number of incoming calls allowed in a call queue is 200 calls.
When the maximum number of calls is reached	This fieldset defines the system behavior once the number of incoming calls in the call queue reaches your defined maximum. Two options are available: Disconnect Disconnects the call. In this case you can choose to disconnect and take no further action (None), or play an audio file (and select an audio file), or add a greeting message (and fill out a greeting message). Redirect the call In this case, calls can be re-directed to another person, a voice app, an external phone number, or to a shared or personal voicemail. For each redirect option you choose you can set up further configuration. For example, when redirecting to a shared voicemail, you'll choose the shared voicemail account, define whether to allow transcription, define whether to skip the voicemail system message, and configure a greeting with an audio file or greeting message.

Field	Description
Apply settings only to new incoming calls	Defines whether to apply the settings you're configuring to new calls coming in to the call queue. Either Yes or No. Default is No.
No Agent Action	Defines the action to take when no agents are signed in or opted in to handle new incoming calls. Options are: Queue Call - The call is added to the call queue, with no further configuration options. Disconnect - This option allows you to take no further action or to play an audio file (and choose an audio file) or to add a greeting message. Forward - Allows you to redirect the call to: An external phone number (and fill out the phone number) A person in the organization (and select the person) This is the default setting when the setting is Forward. A voice app (and select the voice app) Voicemail (personal) (and select the voicemail) Voicemail (shared) - in this case you select the shared voicemail, define whether to transcribe the message, define whether to skip the voicemail system message, and set up a greeting (add a greeting message or play an audio file) The following file formats are supported for audio files: MP3, WAV, and WMA. The maximum file size is 5 MB.

An asterisk * in the title indicates the field is mandatory.
If a field has a default value, it is shown in the Description column.
If the field type is an array, the Field Name has a .[n] suffix, where n is the array index placeholder.
Object and array field names are listed to provide context. If a field belongs to an object or an array, the full field name is shown in dot separated notation.

Title					Description	Details
General info					Group Assigned by FDP	Field Name: General info Type: Object
	Name				Go to https://docs.microsoft.com/en-US/microsoftteams/create-a-phone-system-call-queue for more information on Call Queue set up. The following settings are recommended by Microsoft: Conference mode to Auto. Routing method to Round robin or Longest idle. Presence-based routing to On. Agent alert time: to 20 seconds	Field Name: General info.Name Type: String
		Resource Accounts				Field Name: ApplicationInstances.[n] Type: Array
	1st Phone Number of 1st Resource Account					Field Name: General info.FirstApplicationInstanceFirstPhoneNumber Type: String
		Assign calling ID				Field Name: AssignCallingIds.[n] Type: Array
	Language				This lets you set the language used to transcribe voicemail messages and play system prompts to the calle	Field Name: General info.LanguageId Type: String Target: device/msteamsonline/CsAutoAttendantSupportedLanguage Target attr: DisplayName Format: uri
Greeting and music					Group Assigned by FDP	Field Name: Greeting and music Type: Object
	Greeting					Field Name: Greeting Type: Object
		Options				Field Name: Greeting and music.Greeting.Options Type: String Choices: ["No greeting", "Play an audio file", "Add a greeting message"]
		Audio File				Field Name: Greeting and music.Greeting.WelcomeMusicFileName Type: String Format: db_filename
		Message				Field Name: Greeting and music.Greeting.WelcomeTextToSpeechPrompt Type: String
	Music on hold					Field Name: MusicOnHold Type: Object
		Options				Field Name: Greeting and music.MusicOnHold.Options Type: String Choices: ["Play default music", "Play an audio file"]
		Audio file				Field Name: Greeting and music.MusicOnHold.MusicOnHoldFileName Type: String Format: db_filename
Call answering					Group Assigned by FDP	Field Name: Call answering Type: Object
	Call answering					Field Name: CallAnswering Type: Object
		Options				Field Name: Call answering.CallAnswering.Options Type: String Choices: ["Choose a team", "Choose users and groups"]
		Team Data Loaded				Field Name: Call answering.CallAnswering.TeamDataLoaded Type: String
		Team				Field Name: Call answering.CallAnswering.Team Type: String
		Channel				Field Name: Call answering.CallAnswering.ChannelId Type: String
		ChannelUserObjectId				Field Name: Call answering.CallAnswering.ChannelUserObjectId Type: String
			Call Agents			Field Name: Users.[n] Type: Array
		Number of Call Agents				Field Name: Call answering.CallAnswering.UsersCount Type: Integer
			Distribution Lists and Groups			Field Name: DistributionLists.[n] Type: Array
		Should Overwrite Callable Channel Property			If the channel is in use by another Call Queue, set this setting to true to overwrite it.	Field Name: Call answering.CallAnswering.ShouldOverwriteCallableChannelProperty Type: Boolean
	Conference Mode				Conference mode significantly reduces the amount of time it takes for a caller to be connected to an agent, after the agent accepts the call. For conference mode to work, agents in the call queue must use the Microsoft Teams desktop client or a Microsoft Phone	Field Name: Call answering.ConferenceMode Type: Boolean
Agent selection					Group Assigned by FDP	Field Name: Agent selection Type: Object
	Routing Method				ROUND ROBIN - balances the routing of incoming calls so that each call agent gets the same number of calls from the queue. LONGEST IDLE - routes each call to the agent who has been idle the longest time. ATTENDANT ROUTING - rings all agents in the queue at the same time. SERIAL ROUTING - rings all call agents one by one in the order specified in the Call Answering User list.	Field Name: Agent selection.RoutingMethod Type: String Choices: ["Attendant routing", "Serial routing", "Round robin", "Longest idle"]
	Presence-based routing				When turned off, calls will be routed to agents who have opted in to receive calls, regardless of their presence state. When turned on, opted-in agents will receive calls only when their presence state is Available.	Field Name: Agent selection.PresenceBasedRouting Type: Boolean
	Call agents can opt out of taking calls				If you turn this off and a call agent gets a call, they must answer it. If you turn it on, each call agent can choose whether or not to answer an incoming call.	Field Name: Agent selection.AllowOptOut Type: Boolean
	Call agent alert time (seconds)				Range - 15 to 180 seconds	Field Name: Agent selection.AgentAlertTime Type: Integer Minimum: 15 Maximum: 180
Call overflow handling					Group Assigned by FDP	Field Name: Call overflow handling Type: Object
	Maximum calls in the queue				Maximum calls = 200	Field Name: Call overflow handling.OverflowThreshold Type: Integer Maximum: 200
	When the maximum number of calls is reached					Field Name: OverflowHandling Type: Object
		Options				Field Name: Call overflow handling.OverflowHandling.Options Type: String Choices: ["Disconnect", "Redirect this call to"]
		Redirect this call to				Field Name: Redirect Type: Object
			Redirect to			Field Name: Call overflow handling.OverflowHandling.Redirect.RedirectTo Type: String Choices: ["Person in organization", "Voice app", "External phone number", "Voicemail (personal)", "Voicemail (shared)"]
			Person in organization		Search for a person and select them from the dropdown list.	Field Name: Call overflow handling.OverflowHandling.Redirect.Person Type: String Target: device/msteamsonline/CsOnlineUser Target attr: Identity Format: uri
			Voice app		Search for a resource account and select it from the dropdown list.	Field Name: Call overflow handling.OverflowHandling.Redirect.VoiceApp Type: String Target: device/msteamsonline/CsOnlineApplicationInstance Target attr: UserPrincipalName Format: uri
			External phone number		Enter external phone number. Format example, +14255550123	Field Name: Call overflow handling.OverflowHandling.Redirect.Phone Type: String
			Voicemail (personal)		Search for a person and select them from the dropdown list in order to send to their voicemail.	Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailPersonal Type: String
			Voicemail (shared)		Search for a Microsoft 365 Group and select it from the dropdown list.	Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailShared Type: String
			Transcription			Field Name: Call overflow handling.OverflowHandling.Redirect.EnableOverflowSharedVoicemailTranscription Type: Boolean
			Skip voicemail system message			Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailSharedSkipSystemMessage Type: Boolean
			Greeting			Field Name: VoicemailSharedGreeting Type: Object
				Options		Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailSharedGreeting.Options Type: String Choices: ["Play an audio file", "Add a greeting message"]
				Audio File	You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailSharedGreeting.OverflowSharedVoicemailAudioFilePromptFileName Type: String Format: db_filename
				Message	To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: Call overflow handling.OverflowHandling.Redirect.VoicemailSharedGreeting.OverflowSharedVoicemailTextToSpeechPrompt Type: String
		Disconnect				Field Name: Disconnect Type: Object
			Option			Field Name: Call overflow handling.OverflowHandling.Disconnect.Option Type: String Choices: ["None", "Play an audio file", "Add a greeting message"]
			Audio File		You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: Call overflow handling.OverflowHandling.Disconnect.OverflowDisconnectAudioFilePromptFileName Type: String Format: db_filename
			Message		To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: Call overflow handling.OverflowHandling.Disconnect.OverflowDisconnectTextToSpeechPrompt Type: String
Call timeout handling					Group Assigned by FDP	Field Name: Call timeout handling Type: Object
	Maximum wait time				Maximum time 2700 secs (45 mins)	Field Name: Call timeout handling.TimeoutThreshold Type: Integer
	When call times out					Field Name: TimeoutHandling Type: Object
		Options				Field Name: Call timeout handling.TimeoutHandling.Options Type: String Choices: ["Disconnect", "Redirect this call to"]
		Redirect this call to				Field Name: Redirect Type: Object
			Redirect to			Field Name: Call timeout handling.TimeoutHandling.Redirect.RedirectTo Type: String Choices: ["Person in organization", "Voice app", "External phone number", "Voicemail (personal)", "Voicemail (shared)"]
			Person in organization		Search for a person and select them from the dropdown list.	Field Name: Call timeout handling.TimeoutHandling.Redirect.Person Type: String Target: device/msteamsonline/CsOnlineUser Target attr: Identity Format: uri
			Voice app		Search for a resource account and select it from the dropdown list.	Field Name: Call timeout handling.TimeoutHandling.Redirect.VoiceApp Type: String Target: device/msteamsonline/CsOnlineApplicationInstance Target attr: UserPrincipalName Format: uri
			External phone number		Enter external phone number. Format example, +14255550123	Field Name: Call timeout handling.TimeoutHandling.Redirect.Phone Type: String
			Voicemail (personal)		Search for a person and select them from the dropdown list in order to send to their voicemail.	Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailPersonal Type: String
			Voicemail (shared)		Search for a Microsoft 365 Group and select it from the dropdown list.	Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailShared Type: String
			Transcription			Field Name: Call timeout handling.TimeoutHandling.Redirect.EnableTimeoutSharedVoicemailTranscription Type: Boolean
			Skip voicemail system message			Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailSharedSkipSystemMessage Type: Boolean
			Greeting			Field Name: VoicemailSharedGreeting Type: Object
				Options		Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailSharedGreeting.Options Type: String Choices: ["Play an audio file", "Add a greeting message"]
				Audio File	You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailSharedGreeting.TimeoutSharedVoicemailAudioFilePromptFileName Type: String Format: db_filename
				Message	To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: Call timeout handling.TimeoutHandling.Redirect.VoicemailSharedGreeting.TimeoutSharedVoicemailTextToSpeechPrompt Type: String
		Disconnect				Field Name: Disconnect Type: Object
			Option			Field Name: Call timeout handling.TimeoutHandling.Disconnect.Option Type: String Choices: ["None", "Play an audio file", "Add a greeting message"]
			Audio File		You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: Call timeout handling.TimeoutHandling.Disconnect.TimeoutDisconnectAudioFilePromptFileName Type: String Format: db_filename
			Message		To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: Call timeout handling.TimeoutHandling.Disconnect.TimeoutDisconnectTextToSpeechPrompt Type: String
No agent handling					Group Assigned by FDP	Field Name: No agent handling Type: Object
	No agents opted or signed in					Field Name: NoAgentHandling Type: Object
		Apply settings only to new incoming calls			When this is on, call routing options will only be applied to new incoming calls when no agent is available. When this is off, the settings will be applied to all incoming calls, including calls that are already waiting in the queue.	Field Name: No agent handling.NoAgentHandling.NoAgentApplyTo Type: String Choices: ["Off", "On"]
		No Agent Action				Field Name: No agent handling.NoAgentHandling.NoAgentAction Type: String Choices: ["Queue Call", "Disconnect", "Forward", "Voicemail", "SharedVoicemail"]
		Redirect this call to				Field Name: Redirect Type: Object
			Redirect to			Field Name: No agent handling.NoAgentHandling.Redirect.RedirectTo Type: String Choices: ["Person in organization", "Voice app", "External phone number", "Voicemail (personal)", "Voicemail (shared)"]
			Person in organization		Search for a person and select them from the dropdown list.	Field Name: No agent handling.NoAgentHandling.Redirect.Person Type: String Target: device/msteamsonline/CsOnlineUser Target attr: Identity Format: uri
			Voice app		Search for a resource account and select it from the dropdown list.	Field Name: No agent handling.NoAgentHandling.Redirect.VoiceApp Type: String Target: device/msteamsonline/CsOnlineApplicationInstance Target attr: UserPrincipalName Format: uri
			External phone number		Enter external phone number. Format example, +14255550123	Field Name: No agent handling.NoAgentHandling.Redirect.Phone Type: String
			Voicemail (personal)		Search for a person and select them from the dropdown list in order to send to their voicemail.	Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailPersonal Type: String
			Voicemail (shared)		Search for a Microsoft 365 Group and select it from the dropdown list.	Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailShared Type: String
			Transcription			Field Name: No agent handling.NoAgentHandling.Redirect.EnableNoAgentSharedVoicemailTranscription Type: Boolean
			Skip voicemail system message			Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailSharedSkipSystemMessage Type: Boolean
			Greeting			Field Name: VoicemailSharedGreeting Type: Object
				Options		Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailSharedGreeting.Options Type: String Choices: ["Play an audio file", "Add a greeting message"]
				Audio File	You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailSharedGreeting.NoAgentSharedVoicemailAudioFilePromptFileName Type: String Format: db_filename
				Message	To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: No agent handling.NoAgentHandling.Redirect.VoicemailSharedGreeting.NoAgentSharedVoicemailTextToSpeechPrompt Type: String
		Disconnect				Field Name: Disconnect Type: Object
			Option			Field Name: No agent handling.NoAgentHandling.Disconnect.Option Type: String Choices: ["None", "Play an audio file", "Add a greeting message"]
			Audio File		You're responsible for independently clearing and securing all necessary rights and permissions to use any music or audio file with your Microsoft Teams service. This includes intellectual property and other rights in any music, sound effects, audio, brands, names, and other content in the audio file from all relevant rights holders, including artists, actors, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, collective management organizations, and any other parties who own, control, or license the music copyrights, sound effects, audio, and other intellectual property rights.	Field Name: No agent handling.NoAgentHandling.Disconnect.NoAgentDisconnectAudioFilePromptFileName Type: String Format: db_filename
			Message		To add a greeting message, enter text you want the system to read, up to 1000 characters. For example, 'Sorry that we can't take your call at this time. Please leave your name, phone number and reason for your call after the beep.'	Field Name: No agent handling.NoAgentHandling.Disconnect.NoAgentDisconnectTextToSpeechPrompt Type: String

Model: device/msteamsonline/CsCallQueue

Call Queues

General Info

Greeting and Music

Call Answering

Agent Selection

Call Overflow Handling

Call Timeout Handling

No Agent Handling

Model Details: device/msteamsonline/CsCallQueue