Creating a Call Queue in Microsoft Teams: A Step-by-Step Guide

Microsoft Teams is a powerful communication tool that allows businesses to easily collaborate and communicate with their employees and clients. One of the features that Teams offers is the ability to create call queues. Call queues are a great way to ensure that your calls are always answered by a team member, even if they are unavailable at the time. In this article, we will walk you through the process of creating a call queue in Microsoft Teams.

Step 1: Go to the Teams Admin Center

The first step in creating a call queue is to go to the Teams Admin Center. You can do this by logging into your Teams account and clicking on the “Admin” button in the bottom left corner of the screen.

Step 2: Select the “Phone System” Tab

Once you are in the Teams Admin Center, select the “Phone System” tab. This is where you will be able to manage all of the phone settings for your organization.

Step 3: Create a New Call Queue

Under the “Phone System” tab, select the “Call Queues” option. This will bring up a new menu where you can create a new call queue. To create a new call queue, click on the “New” button.

Step 4: Configure the Call Queue

When you create a new call queue, you will be prompted to configure it. You will need to give the call queue a name, and then select the team members that you want to be part of the queue. You can also set up call routing rules, such as sending calls to voicemail after a certain amount of time.

Step 5: Assign a Phone Number

Once you have configured the call queue, you will need to assign a phone number to it. You can do this by selecting the “Phone Numbers” tab, and then selecting the “Assign Number” option. You will then be prompted to select a phone number for the call queue.

Step 6: Test the Call Queue

Finally, you will want to test the call queue to make sure that it is working properly. You can do this by calling the phone number that you assigned to the call queue, and making sure that the calls are being routed to the correct team members.


Creating a call queue in Microsoft Teams is a simple and straightforward process. By following the steps outlined above, you can ensure that your calls are always answered by a team member, even if they are unavailable. This can help to improve customer service and increase productivity within your organization.

Frequently Asked Questions:

Can I add more team members to a call queue after it has been created?

Yes, you can add or remove team members from a call queue at any time by going to the Teams Admin Center and editing the settings for the call queue.

Can I have multiple call queues in Microsoft Teams?

Yes, you can create multiple call queues in Microsoft Teams, each with its own set of team members and settings.

How can I see how many calls have been answered by the call queue?

You can see statistics on calls answered by the call queue by going to the Teams Admin Center and selecting the “Reports” tab.

Can I change the settings of a call queue during a call?

Yes, you can change the settings of a call queue during a call, but it will not be effective until the next call.

About Sushil G

Hi, my name is Sushil and I am an experienced content writer with a passion for technology. For the past 10 years, I have been specializing in Microsoft products like Azure AD, Exchange, Skype for Business (SFB), and Teams. My in-depth knowledge of these products has enabled me to help many individuals and businesses to achieve their goals by leveraging the power of Microsoft technology. As a content writer, I enjoy taking complex technical concepts and breaking them down into easy-to-understand language. I'm always eager to learn about the latest trends and advancements in the industry and share my knowledge and expertise with others. If you need help in understanding Microsoft products and maximizing their potential, I'm here to help.