Auto Attendant call routing Options

Hi @Steven Jack

In Microsoft Teams, all auto attendants and call queues require an associated resource account. Each resource account must be assigned a Microsoft Teams Phone Resource Account license to ensure they're correctly identified by the system and properly function, regardless of whether the resource account will be assigned a telephone number.

Therefore, A new feature is being introduced in the Voice section of the Teams admin center that allows admins to create linked Voice apps without needing to associate them with a resource account. This update simplifies the process of managing Auto attendant (AA) and Call queue (CQ) services.

According to the documentation provided by Microsoft：

After this rollout, in the Redirection options, you can select Voice app or Resource account to link AAs and CQs. Before this rollout, the Voice app option lets you link AAs and CQs using the resource account associated with them. If you prefer to use a resource account, you can still select Resource account.

Admins can use the using the Voice app option to create linked Voice apps without associating them with a resource account:

For example, this feature is useful when you want to create a call flow where multiple AAs and CQs are linked together. If you have an AA that needs to transfer calls to different departments, you can link it directly to multiple CQs without needing a separate resource account for each CQ.

The difference between selecting a resource account associated with a call queue and selecting a VoiceApp for the call queue is how incoming calls are received and processed.

When you use a resource account, the call queue relies on the resource account's phone number to receive calls. A resource account can be associated with multiple call queues, but each call queue can only have one primary resource account.

When you use a VoiceApp, the call queue relies on an application to handle and route calls. VoiceApp may offer more customization options and features.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.