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To implement Auto Attendant and Call Queues in Microsoft Teams, specific licenses are required. These features are part of the Microsoft Teams Phone System, which provides advanced calling capabilities like IVR (Interactive Voice Response), call routing, and queuing.
Below is a detailed breakdown of the licenses required for Auto Attendant and Call Queues:
1. Auto Attendant
An Auto Attendant allows callers to interact with an automated system (e.g., via voice prompts or keypad inputs) to route calls to the appropriate destination. For example, a caller might press “1” for sales, “2” for support, etc.
Licenses Required:
- Phone System License:
Each user who interacts with the Auto Attendant (e.g., users receiving calls routed by the Auto Attendant) must have a Phone System license. - Available Licenses:
- Microsoft 365 E5 (includes Phone System)
- Microsoft 365 E3 + Phone System Add-on
- Office 365 E3 + Phone System Add-on
- Microsoft Teams Phone Standard
- Audio Conferencing License (Optional):
If your Auto Attendant uses features like voicemail-to-email or transfers calls to conference bridges, you may need an Audio Conferencing license for users. - Calling Plan or Direct Routing:
To make and receive PSTN (Public Switched Telephone Network) calls, you need either: - A Microsoft Calling Plan (e.g., Domestic or International Calling Plan).
- Or Direct Routing configured with your own telephony infrastructure (SBC and SIP trunk).
Key Notes:
- The Auto Attendant itself does not require a separate licenseโitโs a feature included with the Phone System license.
- However, the users or resources interacting with the Auto Attendant (e.g., call recipients) must have the appropriate licenses.
2. Call Queues
A Call Queue allows incoming calls to be placed in a queue and distributed to a group of agents (e.g., a customer service team). Features include hold music, position announcements, and overflow handling.
Licenses Required:
- Phone System License:
Each user who is part of the call queue (e.g., agents answering calls) must have a Phone System license. - Available Licenses:
- Microsoft 365 E5 (includes Phone System)
- Microsoft 365 E3 + Phone System Add-on
- Office 365 E3 + Phone System Add-on
- Microsoft Teams Phone Standard
- Audio Conferencing License (Optional):
If the Call Queue uses features like conferencing or transfers calls to conference bridges, you may need an Audio Conferencing license for users. - Calling Plan or Direct Routing:
To make and receive PSTN calls, you need either: - A Microsoft Calling Plan (e.g., Domestic or International Calling Plan).
- Or Direct Routing configured with your own telephony infrastructure (SBC and SIP trunk).
Key Notes:
- The Call Queue itself does not require a separate licenseโitโs a feature included with the Phone System license.
- However, all users participating in the queue (e.g., agents) must have the appropriate licenses.
3. Resource Accounts for Auto Attendant and Call Queues
Both Auto Attendants and Call Queues often use Resource Accounts to manage their functionality. A Resource Account is a special type of account used to represent these features.
Licenses Required for Resource Accounts:
- Phone System – Virtual User License:
Each Resource Account used for an Auto Attendant or Call Queue requires a Phone System – Virtual User license. This license is specifically designed for non-human entities like Auto Attendants and Call Queues. - Available Licenses:
- Phone System – Virtual User (standalone license)
- Microsoft 365 E5 (includes this license)
- Calling Plan or Direct Routing:
If the Resource Account needs to make or receive PSTN calls, it must also be assigned a Calling Plan or be connected via Direct Routing.
4. Additional Considerations
- Emergency Calling:
Ensure compliance with local emergency calling regulations (e.g., E911 in the U.S.). Emergency calling policies may require additional configuration. - Voicemail:
If you want to enable voicemail for Auto Attendants or Call Queues, ensure that users have access to Exchange Online Voicemail (included with most Microsoft 365 licenses). - Audio Conferencing:
If you plan to transfer calls to conference bridges, users will need an Audio Conferencing license.
Summary of Licenses Required
| Feature | Required Licenses |
|---|---|
| Auto Attendant | – Phone System license for users interacting with the Auto Attendant. |
| – Phone System – Virtual User license for the Resource Account. | |
| – Calling Plan or Direct Routing for PSTN connectivity. | |
| Call Queue | – Phone System license for users (agents) in the queue. |
| – Phone System – Virtual User license for the Resource Account. | |
| – Calling Plan or Direct Routing for PSTN connectivity. |
Example Licensing Scenarios
Scenario 1: Small Business with Microsoft Calling Plan
- Users: Assign Microsoft 365 E3 + Phone System Add-on to each user.
- Resource Accounts: Assign Phone System – Virtual User licenses to Auto Attendant and Call Queue Resource Accounts.
- PSTN Connectivity: Purchase Microsoft Domestic Calling Plan for PSTN access.
Scenario 2: Enterprise with Direct Routing
- Users: Assign Microsoft 365 E5 (includes Phone System) to each user.
- Resource Accounts: Assign Phone System – Virtual User licenses to Auto Attendant and Call Queue Resource Accounts.
- PSTN Connectivity: Configure Direct Routing with an SBC and SIP trunk.
Conclusion
To use Auto Attendant and Call Queues in Microsoft Teams:
- Users interacting with these features need a Phone System license.
- Resource Accounts representing these features need a Phone System – Virtual User license.
- PSTN connectivity requires either a Microsoft Calling Plan or Direct Routing.
