Using one phone number for all users

Question

Hello,

Please could you let me know the best method to setup the following in Teams:

• For multiple users to all receive incoming calls for the same main number
• For multiple users to all show the same main number when making outgoing calls

Would this setup mean that users can still use the phone at the same time? And transfer calls between them?

Many thanks

Jenny

Answer 1

Hi @Jenny Humphrey 

To achieve what you’re looking for in Microsoft Teams, the recommended approach is to use a combination of a Call Queue (and, if required, an Auto Attendant) together with a resource account that holds your main phone number. 

With this setup in place, you can configure a Call Queue so that multiple users (agents) receive calls from the same main number. Depending on your preference, calls can either ring all users at the same time, or be distributed evenly between them (for example, using round robin or longest idle). As a result, calls are handled more efficiently and no single user is overloaded. 

In addition to inbound calls, there are also two options available for outbound calls. On the one hand, you can apply a Caller ID policy, which ensures that all users always present the main number when calling out. On the other hand, you can enable Call Queue caller ID, which allows users to choose whether to call out using the main number or their own individual number. 

Furthermore, the Call Queue is capable of handling multiple calls at the same time. If all users are busy, any additional callers will simply be placed in a queue until the next available user can answer. This means no calls are missed during busy periods. 

Finally, users can easily transfer calls between each other, either as a direct transfer or by first speaking to their colleague (consultative transfer), depending on what works best in each scenario. 

Additional details are available at the link below: 

• Manage Teams resource accounts 
• Create a Call queue in Microsoft Teams 
• Manage caller ID for users 
• Transfer a call in Microsoft Teams 

I hope this information is useful. Additionally, as other users have raised similar concerns and may not be aware of where to share their feedback, I hope this response helps clarify the situation and suggests a potential next step. Highlighting this information can make it more visible to others in the community who may be facing the same issue, making it easier for them to find guidance and contribute their feedback as well. 

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out. 

I look forward to your thoughts on this. 

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Answer 2

Use a single Teams Phone number assigned to a shared resource (not to each individual user) and then route calls to multiple users.

A typical setup is:

1. Assign the main phone number as a service number to a resource account (for example, an auto attendant or call queue).
2. Configure that auto attendant or call queue so that:
   • Incoming calls to the main number are distributed to a group of users (agents).
   • All those users can receive calls at the same time or in a chosen distribution method (e.g., round robin, longest idle), depending on how the call queue is configured.
3. For outbound calls, configure the users’ calling policies so that their outgoing caller ID is the main number (the service number assigned to the resource account), not their individual direct numbers.

This configuration allows:

• Multiple users to receive calls to the same main number.
• Multiple users to present the same main number as caller ID when placing outbound calls.
• Users to be on calls at the same time, because service numbers and call queues are designed to handle many simultaneous calls.
• Call transfers between users, as they are all standard Teams Phone users participating in the same call queue/auto attendant.

To implement this, ensure:

• A Teams Phone system is set up and phone numbers have been acquired for the organization.
• The main number is provisioned as a service number and assigned to a resource account.
• Users have the appropriate Teams Phone licenses and are added as agents to the call queue/auto attendant.

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References:

• Set up Teams Phone in your organization
• Manage the usage of a phone number
• Set up Microsoft Calling Plans