Reference - Supported Configurations

  • Applies to: Microsoft Teams

This article is for IT Pros and administrators who want to understand the supported configuration and maximums.

Teams Phone Agents

  • Teams Phone Agents per tenant: No limit
  • Languages/Locales: 63
  • Voices: 9
  • Dial by name / Dial by number per Auto attendant: 1
  • After hours call flows: 1
  • Holiday call flows: No limit
  • Holiday sets per Auto Attendant: 20
  • Holidays per holiday set: 50

Teams Phone Agent languages / locales

Languages/Locales: 63
(Expand to see list of supported languages/locales)
Locale Language
ar-EG Arabic (Egypt)
ar-SA Arabic (Saudi Arabia)
hy-AM Armenian (Armenia)
bg-BG Bulgarian (Bulgaria)
ca-ES Catalan (Spain)
zh-CN Chinese (Simplified, PRC)
zh-HK Chinese (Traditional, Hong Kong SAR) │
zh-TW Chinese (Traditional, Taiwan)
hr-HR Croatian (Croatia)
cs-CZ Czech (Czechia)
da-BE Danish (Belgium)
da-DK Danish (Denmark)
nl-NL Dutch (Netherlands)
en-AU English (Australia)
en-CA English (Canada)
en-GB English (United Kingdom)
en-IE English (Ireland)
en-IN English (India)
en-PH English (Philippines)
en-US English (United States)
en-ZA English (South Africa)
et-EE Estonian (Estonia)
fi-FI Finnish (Finland)
fr-BE French (Belgium)
fr-CA French (Canada)
fr-CH French (Switzerland)
fr-FR French (France)
gl-ES Galician (Spain)
de-AT German (Austria)
de-CH German (Switzerland)
de-DE German (Germany)
el-GR Greek (Greece)
he-IL Hebrew (Israel)
hi-IN Hindi (India)
hu-HU Hungarian (Hungary)
id-ID Indonesian (Indonesia)
is-IS Icelandic (Iceland)
it-IT Italian (Italy)
ja-JP Japanese (Japan)
kn-IN Kannada (India)
ko-KR Korean (Korea)
lt-LT Lithuanian (Lithuania)
lv-LV Latvian (Latvia)
mr-IN Marathi (India)
nb-NO Norwegian Bokmål (Norway)
fa-IR Persian (Iran)
pl-PL Polish (Poland)
pt-BR Portuguese (Brazil)
pt-PT Portuguese (Portugal)
ro-RO Romanian (Romania)
ru-RU Russian (Russia)
sk-SK Slovak (Slovakia)
sl-SI Slovenian (Slovenia)
sr-RS Serbian (Serbia)
es-ES Spanish (Spain, International)
es-MX Spanish (Mexico)
sv-SE Swedish (Sweden)
ta-IN Tamil (India)
th-TH Thai (Thailand)
tr-TR Turkish (Turkey)
uk-UA Ukrainian (Ukraine)
ur-PK Urdu (Pakistan)
vi-VN Vietnamese (Vietnam)

Teams Phone Agent voices

Voices: 9
(Expand to see list of supported voices)

During Frontier Public Preview the following voices are available:

Name Available for all languages Optimized for
Aarti Y en-IN - English (India)
Andrew Y en-US - English (US)
Ava Y en-IS - English (US)
Diya Y hi-HI - Hindi (India)
Florian Y de-DE - German (Germany)
Meera Y hi-HI - Hindi
Xiaoziao Y zh-CN - Chinese (Simplified, PRC)
Ximena Y es-ES - Spanish (Spain)
Yunxi Y zh-CN - Chinese (Simplified, PRC)

Auto Attendants

  • Auto attendants per tenant: No limit
  • Voices: 2 (male/female)
    • auto selected based on selected language / locale, can only be selected via PowerShell
  • Dial by name / Dial by number per Auto attendant: 1
  • After hours call flows: 1
  • Holiday call flows: No limit
  • Holiday sets per Auto Attendant: 10
  • Holidays per holiday set: 50
  • Authorized users: 15

Auto Attendant languages / locales

  • Languages/Locales:
    • Text to Speech: 54
    • Speech recognition: 14
Languages/Locales: 54
Expand to see list of supported language/locales
Language Text to Speech (TTS) Speech Recognition
Arabic (Egypt) Y N
Arabic (Saudi Arabia) Y N
Bulgarian (Bulgaria) Y N
Catalan (Catalan) Y N
Chinese (Simplified, PRC) Y Y
Chinese (Traditional, Hong Kong SAR) Y N
Chinese (Traditional, Taiwan) Y N
Croatian (Croatia) Y N
Czech (Czech Republic) Y N
Danish (Denmark) Y N
Danish (Belgium) Y N
Dutch (Netherlands) Y N
English (Australia) Y Y
English (Canada) Y Y
English (India) Y Y
English (Ireland) Y N
English (Philippines) Y N
English (South Africa) Y N
English (United Kingdom) Y Y
English (United States) Y Y
Estonian (Estonia) Y N
Finnish (Finland) Y N
French (Belgium) Y N
French (Canada) Y Y
French (France) Y Y
French (Switzerland) Y Y
German (Austria) Y N
German (Germany) Y N
German (Switzerland) Y N
Greek (Greece) Y N
Hebrew (Israel) Y N
Hindi (India) Y N
Hungarian (Hungary) Y N
Indonesian (Indonesia) Y N
Italian (Italy) Y Y
Japanese (Japan) Y Y
Korean (Korea) Y N
Latvian (Latvia) Y N
Lithuanian (Lithuania) Y N
Norwegian Bokmal (Norway) Y N
Polish (Poland) Y N
Portuguese (Brazil) Y Y
Portuguese (Portugal) Y N
Romanian (Romania) Y N
Russian (Russia) Y N
Slovak (Slovakia) Y N
Slovenian (Slovenia) Y N
Spanish (Mexico) Y Y
Spanish (Spain, International) Y Y
Swedish (Sweden) Y N
Thai (Thailand) Y N
Turkish (Türkiye) Y N
Vietnamese (Vietnam) Y N
Welsh (United Kingdom) Y N

Note

Auto attendant:

  • Choosing a language that doesn't support Speech Recognition disables the voice inputs option within the menu, and dial by name is restricted to using keypad (DTMF) entry only. For more information, see Dial by Name - Keypad (DTMF) entry.

When using Text to Speech, the text must be entered in the selected language as the system doesn't perform translation.

Call Queues

  • Call queues per tenant: No limit
  • Call queues per representative: No limit
  • Representatives per Call queue: 200
    • Maximum added as individual users: 15 (not supported if using Automatic Recording for Call Queues)
  • Maximum calls waiting per queue: 200
  • Maximum call waiting time per call per queue: 45 minutes
  • Maximum authorized users per queue: 15
  • Voices: 2 (male/female)
    • auto selected based on selected language / locale, can't be changed
  • Authorized users: 15

Call Queue languages / locales

Languages/Locales: 54
(Expand to see list of supported language/locales)
Language (A-G) Language (H-Z)
Arabic (Egypt) Hebrew (Israel)
Arabic (Saudi Arabia) Hindi (India)
Bulgarian (Bulgaria) Hungarian (Hungary)
Catalan (Catalan) Indonesian (Indonesia)
Chinese (Simplified, PRC) Italian (Italy)
Chinese (Traditional, Hong Kong SAR) Japanese (Japan)
Chinese (Traditional, Taiwan) Korean (Korea)
Croatian (Croatia) Latvian (Latvia)
Czech (Czech Republic) Lithuanian (Lithuania)
Danish (Denmark) Norwegian Bokmal (Norway)
Danish (Belgium) Polish (Poland)
Dutch (Netherlands) Portuguese (Brazil)
English (Australia) Portuguese (Portugal)
English (Canada) Romanian (Romania)
English (India) Russian (Russia)
English (Ireland) Slovak (Slovakia)
English (Philippines) Slovenian (Slovenia)
English (South Africa) Spanish (Mexico)
English (United Kingdom) Spanish (Spain, International)
English (United States) Swedish (Sweden)
Estonian (Estonia) Thai (Thailand)
Finnish (Finland) Turkish (Türkiye)
French (Belgium) Vietnamese (Vietnam)
French (Canada) Welsh (United Kingdom)
French (France)
French (Switzerland)
German (Austria)
German (Germany)
German (Switzerland)
Greek (Greece)

Important

When using Text to Speech, the text must be entered in the selected language as the system doesn't perform translation.

Call Queue feature compatibility by call queue type

Expand to see table
Feature Standard Call Queues1 Channel Based Call Queues2 Shifts Based Call Queues3 Comment
Agent Routing Methods
Attendant Routing Y Y Y Default
Longest Idle4 Y Y Y Recommended
Round Robin Y Y Y Recommended
Serial Y Y Y See Note 5
Agent Routing Options
Presence Based Routing4 Y Y Y6 Default
Agents can opt out Y Y Y6 Default
Transfer Modes
Conference Mode7 Y Y Y Default
Transfer Mode Y Y Y See Note 8
PSTN Connectivity Methods See Note 9
Calling Plans Y Y Y
Direct Routing Y Y Y See Note 10 & 11
Operator Connect Y Y Y See Note 10
Call recording
Automatic recording for Call Queue Y Y N See Note 12
Compliance recording for Call Queue Y Y Y See Note 12
Miscellaneous
Call toast shows Resource Account Name Y Y Y
Click-to-call Y Y Y
Custom Context Y Y Y
Dynamic caller ID Y Y Y
Location based routing N/A N/A N/A Not supported
Monitor, Whisper, Barge, Takeover Y Y Y See Note 13
Shared call queue history Y Y Y See Note 13

Notes

  • 1. Call answering is configured to use Users and groups. ↩
  • 2. Call answering is configured to use a Team and channel (also known as Voice enabled channels or Collaborative calling). ↩
    • Agents using unsupported devices can still answer calls, but they don't have access to the collaborative calling user interface.
  • 3. Call answering is configured to use a Schedule group in Shifts. ↩
  • 4. Selecting Longest Idle for the agent routing method automatically enables Presence based routing. ↩
  • 5. It's not possible to set the order the agents are presented with calls when using a group, teams schedule group, or teams channel for membership. ↩
  • 6. Agents who are unavailable or opt out don't receive calls, even if they're scheduled to be on shift. ↩
  • 7. Conference mode isn't supported if phone calls are routed to the queue from a Direct Routing gateway enabled for Location-Based Routing. ↩
  • 8. Transfer mode is set to be deprecated in the second half of 2026, with the exact timeline confirmed at least three months in advance. ↩
  • 9. Transferring calls between Public Switched Telephone Network (PSTN) connectivity methods (Calling Plan, Operator Connect, Direct Routing) isn't supported. ↩
  • 10. Microsoft Teams Mobile App only. ↩
  • 11. Call queues that are assigned as a Direct Routing number don't support Skype for Business clients, Lync clients, or Skype for Business IP Phones as agents. The Teams client is only supported with a coexistence mode of Teams Only. ↩
  • 12. Automatic recording for Call Queue requires: ↩
    • Conference Mode is enabled
    • Call queue membership is configured via Microsoft 365 Security Groups
    • Teams Admin Center admins require SharePoint Site admin to change authorized users once recording is configured
  • 13. Compliance recording for call queues requires that Conference Mode is enabled. ↩
  • 14. Requires that Conference Mode is enabled. ↩
    • Agents and Authorized users require Queues App to see Shared call queue history.
    • Authorized users require Queues App for Monitor, Whisper, Barge, Takeover functionality.

Call Queue feature compatibility by device type

Expand to see table
Feature Teams Desktop1 Teams Web Teams Mobile App2 Teams Phone Mobile3 Skype for Business IP Phones Comment
Agent Routing Methods
Attendant Routing Y Y Y Y Y Y Default
Longest Idle4 Y Y Y Y N Y Recommended
Round Robin Y Y Y Y Y Y Recommended
Serial Y Y Y Y Y Y See Note 5
Agent Routing Options
Presence Based Routing4 Y Y Y Y6 N Y Default
Agents can opt out Y Y Y Y6 Y7 Y7 Default
Transfer Modes
Conference Mode8 Y Y Y Y Y Y Default
Transfer Mode Y Y Y Y Y Y See Note 9
PSTN Connectivity Methods See Note 10
Calling Plans Y Y Y Y Y Y
Direct Routing Y Y Y Y N11 Y
Operator Connect Y Y Y Y N Y
Call recording
Automatic recording for Call Queue Y Y Y Y Y Y See Note 13
Compliance recording for Call Queue Y Y Y N N Y See Note 14
Miscellaneous
Call toast shows Resource Account Name Y N Y N Y
Channel Based Queues Y N N N N N See Note 12
Click-to-call Y N N N N N
Custom Context Y Y Y N N N
Dynamic caller id Y Y Y N N N
Location based routing N/A N/A N/A N/A N/A N/A Not supported
Monitor, Whisper, Barge, Takeover Y N N N N N See Note 15
Shared call queue history Y N N N N N See Note 15

Notes

  • 1. Microsoft Teams Windows client, Microsoft Teams Mac Client, Microsoft Teams on Virtualized Desktop Infrastructure. ↩
  • 2. Microsoft Teams iPhone app, Microsoft Teams Android app. ↩
  • 3. Teams Phone Mobile Cellular Phone Dialer. ↩
  • 4. Selecting Longest Idle for the agent routing method automatically enables Presence based routing. ↩
  • 5. It's not possible to set the order the agents are presented with calls when using a group, teams schedule group, or teams channel for membership. ↩
  • 6. Performed through Team Phone Mobile app or see Note 7. ↩
  • 7. Through the User Settings Portal page at: ↩
  • 8. Conference mode isn't supported if phone calls are routed to the queue from a Direct Routing gateway enabled for Location-Based Routing. ↩
  • 9. Transfer mode is set to be deprecated in the second half of 2026, with the exact timeline confirmed at least three months in advance. ↩
  • 10. Transferring calls between Public Switched Telephone Network (PSTN) connectivity methods (Calling Plan, Operator Connect, Direct Routing) isn't supported. ↩
  • 11. Call queues that are assigned as a Direct Routing number don't support Skype for Business clients, Lync clients, or Skype for Business IP Phones as agents. The Teams client is only supported with a coexistence mode of Teams Only. ↩
  • 12. Agents using unsupported devices can still answer calls however they don't have the collaborative calling user interface. ↩
  • 13. Automatic recording for Call Queue requires: ↩
    • Conference Mode is enabled.
    • Call queue membership is configured via Microsoft 365 Security Groups
    • Teams Admin Center admins require SharePoint Site admin to change authorized users once recording is configured
  • 14. Requires that Conference Mode is enabled. ↩
  • 15. Requires that Conference Mode is enabled. ↩
    • Agents and Authorized users require Queues App to see Shared call queue history.
    • Authorized users require Queues App for Monitor, Whisper, Barge, Takeover functionality.

Call Queue supported clients

Expand to see table

The following clients are supported for call agents in a Call queue:

  • Skype for Business desktop client 2016 (32-bit and 64-bit versions)
  • All IP phone models supported for Microsoft Teams.
  • Mac Skype for Business Client (version 16.8.196 and later)
  • Android Skype for Business Client (version 6.16.0.9 and later)
  • iPhone Skype for Business Client (version 6.16.0 and later)
  • iPad Skype for Business Client (version 6.16.0 and later)
  • Microsoft Teams Windows client (32-bit and 64-bit versions)
  • Microsoft Teams Mac client
  • Microsoft Teams on Virtualized Desktop Infrastructure (Windows Virtual Desktop, Citrix, and VMware)
  • Microsoft Teams iPhone app
  • Microsoft Teams Android app

Audio file formats and maximum size

The supported formats are:

  • WAV (uncompressed, linear PCM (Pulse-code modulation) with 8/16/32-bit depth in mono or stereo)
  • WMA (mono only)
  • MP3

The audio file content can't be larger than 5 MB.

Click-to-call restrictions

To help prevent a denial of service attack from web based click-to-call applications, there's a maximum of 40 click-to-call calls per minute across all auto attendants and call queues in a tenant.

Greeting message maximum characters

Each greeting message text can be up to 1000 characters in length.

Outbound calling line identification (number)

When a Teams Phone Agent, Auto Attendant, or Call Queue transfers to an external number, the system determines the outbound phone number as follows:

  • For Calling Plan and Operator Connect numbers, the original caller's phone number is displayed.
  • For Direct Routing numbers, the number sent is based on the P-Asserted-Identity (PAI) setting on the SBC, as follows:
    • If set to Disabled, the original caller's phone number is displayed. Disabled is the default and recommended setting.
    • If set to Enabled, the resource account phone number is displayed.

In a Skype for Business hybrid environment, to transfer a call to the Public Switched Telephone Network (PSTN), create a new on-premises user with call forwarding set to the PSTN number. The user must be enabled for Enterprise Voice and have a voice policy assigned. To learn more, see Auto attendant call transfer to PSTN.

Next planning article

Getting started

Previous planning articles

  • Last updated on