Plan Cloud call queues


Skype for Business Online operated by 21Vianet in China will be retired on October 1, 2023. If you haven't upgraded your Skype for Business Online users yet, they will be automatically scheduled for an assisted upgrade. If you want to upgrade your organization to Teams yourself, we strongly recommend that you begin planning your upgrade path today. Remember that a successful upgrade aligns technical and user readiness, so be sure to leverage our upgrade guidance as you navigate your journey to Teams.

Skype for Business Online, excluding the service operated by 21Vianet in China, was retired on July 31, 2021.

Cloud call queue is a service that accepts customer calls, plays a greeting message, and then places these calls in a wait queue while searching a pre-configured list of agents to answer these calls. You can define the set of agents in mail-enabled distribution lists or security groups. Your organization can have one or many call queues. Call queues are often used in combination with auto attendants.

In addition, Cloud call queues can provide:

  • Music while callers are waiting on hold
  • Customized settings for call queue maximum size, timeout, and call handling options

Each call queue is assigned a resource account (see Configure resource accounts) on your Skype for Business Server 2019 system that will be linked directly to a call queue in the Microsoft Teams admin center. See Create a Cloud call queue for more detail on what call queues are and what options and features exist for call queues.


You can assign multiple phone numbers to a call queue, but they must be Microsoft service numbers, Direct Routing numbers, or hybrid numbers.


The following requirements assume that you already have Skype for Business Server 2019 deployed in a supported topology. Your requirements depend on your scenario:

  • For a new configuration of Cloud call queues, follow the steps outlined in Configure resource accounts. You'll need to create resource accounts either online or in Skype for Business Server 2019, and you may also need to associate a phone number with the call queue.

In addition to the requirements above, the below requirements must be configured to connect to the Microsoft Cloud call queue service:

When you have a solid structure that meets your needs and a script that guides customers efficiently, proceed to Configure resource accounts.

See Also

Configure resource accounts

Enable custom prompt recording using the telephone user interface

What are Cloud auto attendants?

Set up a Cloud auto attendant

Plan hybrid connectivity between Skype for Business Server and Microsoft 365 or Office 365

Configure hybrid connectivity between Skype for Business Server and Microsoft 365 or Office 365

Manage resource accounts in Microsoft Teams