Plan - Nested Call Flows

  • Applies to: Microsoft Teams

This article is for IT Pros and administrators who want link to Teams Phone Agents, Auto Attendants, and Call Queues to build multi-level call flows.

Nested call flows

A nested call flow is when a parent auto attendant or call queue routes calls to another auto attendant or call queue. The second auto attendant or call queue is nested behind the first one.

In this example, the Travel call queue is nested behind auto attendant:

Screenshot showing the call flow for Scenario 2.

How to nest call flows

Teams Phone Agents, Auto Attendants, and Call Queues can be nested in two ways:

  1. Directly reference the Teams Phone Agent, Auto Attendant, or Call Queue you want nested.

The first Teams Phone Agent, Auto Attendant, or Call Queue that answers the calls requires a resource account and associated licensing. Nested Teams Phone Agents, Auto Attendants, or Call Queues that receive calls from the Teams Phone Agent, Auto Attendant, or Call Queue that already answered the call don’t need a resource account, even if they end up transferring calls externally.

When you nest Teams Phone Agents, Auto Attendants, or Call Queues this way, license the resource account on the first auto attendant or call queue receiving the call.

Nesting without resource accounts is the recommended approach. This method removes the need to create and license extra resource accounts. It also makes routing flows easier to understand and manage.

However, there might be times when you need to nest with resource accounts. For example, when representatives in a call queue receive a call, how the call arrived in the queue determines the information in the toast. If the call was transferred to the queue without a resource account, the agent receives the name of the call queue in the toast. If the call was transferred to the queue through a resource account, the agent receives the display name of the resource account.

  1. Reference the resource account assigned to the Teams Phone Agent, Auto Attendant, or Call Queue you want nested.

Each rResource account must have a *Teams Phone Resource Account license.

Important

Nesting without a resource account isn't supported for Authorized users in Queues App. If you nest a Teams Phone Agent, Auto Attendant, or Call Queue without a resource account, authorized users can't edit them.

Make sure to review the next article that outlines how your choice of nesting impacts historical reporting.

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