Call queues are one of the more advanced Microsoft Teams features. They’re available only with an enterprise (or similar) license but allow small scale teams to basically set up an intelligent call center-like operation or just a smart in-office VoIP solution.
Microsoft Teams call queues don’t work
A call queue requires extensive setting up and if something goes wrong, it won’t work. You must have agents set up, each agent must have an assigned license, phone numbers must be set up, auto attendants have to be configured and the routing has to be correct, among other things. If Microsoft Teams call queues don’t work here are a few things you can try.
1. Check call agents
Make sure you have a call agent set up.
- Access the Microsoft Teams admin center.
- In the column on the left, expand Voice.
- Select Call Agents.
- Make sure you have at least one call agent set up. If a particular team member is unable to join/attend a call queue, make sure they’re added as an agent.
2. Check your phone
If you’re using a special phone to help you route and attend calls queued via Microsoft Teams, check if it has been correctly configured. Many users have reported disconnecting special VoIP phones and being able to answer calls.
3. Check/upgrade licenses
Check the licenses that are assigned to various agents and upgrade them if needed. An upgrade may give the user the access they need to answer calls.
4. Update Microsoft Teams
Call queues are a new feature in Microsoft Teams. It is set up almost entirely from the Microsoft Teams admin center but it works via the app, and the app must be up to date.
- Open Microsoft Teams.
- Click your profile at the top right.
- Select Check for update from the menu.
- Install any updates that are available, and restart the app.
Call queues is complex for many reasons; the service is powered by Microsoft Teams, the licenses must be manually assigned, the agents have to be grouped and configured correctly, the hardware used to answer or route calls must be correctly set up, and the phone numbers have to be added in the correct area. It’s a lot to configure and the more teams/users that have to be set up to use the feature, the more chance of error there is. Try to create user groups and then allocate licenses. You will find that it greatly reduces human-error in the configuration.