The Create/Edit Teams Call Queue page allows administrators to configure how incoming calls are handled and routed within Microsoft Teams. At the top, the Settings section defines the core behaviour of the queue, including its name, how long agents are alerted before moving to the next step, and optional routing features such as Conference Mode, Presence-Based Routing, and Agent Call Opt-Out.
These toggles control whether calls are answered faster using Teams conferencing, whether only available agents are targeted, and whether agents can temporarily stop receiving calls.
The Resource Accounts panel lets you associate the call queue with one or more Teams resource accounts. The Add Resource Account button links the queue to service accounts used for call handling, while Add Calling ID Resource Account defines which identity is presented to callers (for example, a main business number).
The Audio Settings section controls the caller experience before an agent answers. You can choose to disable greetings, upload a custom audio prompt, or use Text-to-Speech for quick message updates. Similarly, Music on Hold can use either the default Teams music or a custom audio file, enabling branding or compliance customization.
The Agents section defines who can receive calls from this queue. Using Add User or Group, admins can assign individual users or Microsoft 365 groups, making it easy to scale or manage membership dynamically.