Reference - Technical Prerequisites and Licensing Requirements for Teams Phone Agent, Auto Attendant, and Call Queue

Applies to: Microsoft Teams, Skype for Business

Licensing

Base Licensing

Auto Attendant and Call Queue

At least one Teams Phone license to enable Teams Phone Agent, Auto Attendant, and Call Queue services.
A free Microsoft Teams Phone Resource Account license for each resource account.

Note

Resource accounts are disabled for sign in and must remain so. Chat and presence aren't available for these accounts.

A User Administrator or higher role is required to create and license Resource Accounts. For more information, see Using Microsoft Teams administrator roles to manage Teams.

Teams Phone Agent

During the Frontier Public Preview period:

No extra Teams Phone licensing is required for the base Teams Phone Agent features.

Teams Phone Agent with Microsoft Copilot Studio

Microsoft Copilot Studio and funding.

Teams Phone Agent with Power Automate

Power Automate

Outbound Calls from Teams Phone Agent, Auto Attendant, or Call Queue

If your Teams Phone Agents, Auto Attendants, or Call Queues perform any of the following actions:

Transfer calls to an external phone number
Use the Call Queue Callback feature
Use resource accounts for representative on-behalf-of outbound calling line ID control in call queues

Then, in addition to the Teams Phone Resource Account license, the resource account must also have one of the following assigned:

For Microsoft provided numbers:

A funded pay-as-you-go license assigned or Communications credits or
Telco pay-as-you-go overage for New Commerce customers.

For Direct Routing numbers:

An online voice routing policy.
- Phone number assignment is optional when using Direct Routing.

For Operator Connect numbers:

There are no other requirements when an Operator Connect phone number is assigned.

Important

Changes to licensing required for Auto attendant and Call queue outbound PSTN (Public Switched Telephone Network) calling

On November 1, 2025, Calling Plan licenses on resource accounts stopped being supported for On-Behalf-Of PSTN outbound calls. A funded pay-as-you-go license or communications credits is now required.

Expand the appropriate section for more information:

For Calling Plan customers who received MC1123835

As of November 1, 2025, a funded pay-as-you-go license or Communications credits is required for Teams Voice Applications (Call Queues and Auto Attendants) Resource Accounts that use Calling Plan numbers for outbound PSTN calls.

The following scenarios require a funded pay-as-you-go license or communication credits:

Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
Outbound PSTN calls made by Auto Attendants or Call Queues
Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
On-behalf-of calls made via Graph API and Phone System Extensibility

If pay-as-you-go licenses or communications credits aren't assigned to the relevant Call Queue or Auto Attendant Resource Accounts by November 1, 2025, outbound calls will fail.

Funded pay-as-you-go licenses or communication credits can be added to your organization and linked to the relevant Resource Accounts before November 1, 2025. They serve as a backup—automatically covering calls when your minute-based Calling Plan runs out or when calls are made to destinations not included in the Calling Plan coverage.

As of November 1, 2025, funded pay-as-you-go licenses or communication credits will be exclusively used to support on-behalf-of outbound PSTN calls.

Alternatively, organizations may opt to fully transition to pay-as-you-go licenses or communications credits immediately.

To learn more about pay-as-you-go plans, see Pay-As-You-Go Calling Plan
To buy a pay-as-you-go calling plan license, see How to buy Calling Plans
For purchasing with a Microsoft Customer Agreement, see Enable pay-as-you-go for your subscription
For purchasing in New Commerce, see Telco pay-as-you-go overage in new commerce
To assign a funded pay-as-you-go license to a Resource Account, see Assign Teams add-on licenses to users

To ensure uninterrupted service, complete the following steps before November 1, 2025:

Assign a funded pay-as-you-go license or communications credits to all:

Call queue resource accounts that are configured to allow on-behalf-of outbound calls.
Call queue resource accounts assigned to Call queues that have callback enabled.
Call queue resource accounts assigned to Call queues where the exception handling transfers calls externally.
Auto attendant resource accounts assigned to Auto attendants where external transfers are configured.
Resource Accounts used with Graph API or Phone System Extensibility scenarios that make outbound calls.

Identifying Call Queues with On-Behalf-Of Calling Enabled

Sign-in to the Teams admin center.
Expand Voice.
Select Call queues.
Select the first Call queue in the table.
Look at the Assign calling ID section. If there are any Resource Accounts listed in this section, they need to have a funded pay-as-you-go license or communication credits assigned.
Repeat steps #4 & #5 for all Call queues in the table.

Identifying Auto Attendants & Call Queues with External Transfers

Auto Attendants

Sign-in to the Teams admin center.
Expand Voice.
Select Auto attendants.
Select the first Auto attendant in the table.
Select the Call flow step in the wizard.
Review the Call routing options section. Take note if any of the routing options are set to External phone number.
Select the Call flow for after hours step in the wizard.
Review the Call routing options section. Take note if any of the routing options are set to External phone number.
Select the Call flows during holidays step in the wizard.
Select each Holiday in the table and review the Call routing options section. Take note if any of the routing options are set to External phone number.
If any of the routing options in steps #5, 7 or 9 are set to External phone number, then select the Resource accounts step in the wizard. The Resource Accounts listed in this section need to have a funded pay-as-you-go license or communication credits assigned.
Repeat #4 through 10 for all Auto attendants in the table.

Call Queues

Sign-in to the Teams admin center.
Expand Voice.
Select Call queues.
Select the first Call queue in the table.
Select the Exception handling step in the wizard.
If the summary box at the top of the page indicates that any of the options Redirect, then go to that specific Exception handling section.
If any of the Exception handling options are set to External phone number, then select the General info step in the wizard. The Resource Accounts listed in this section need to have a funded pay-as-you-go license or communication credits assigned.
Repeat steps #4 & 5 for all Call queues in the table

For Operator Connect customers who received MC1123837

As of November 1, 2025, the following outbound calling scenarios may no longer be available depending on your carrier/operator:

Outbound PSTN calls made by Teams Call Queue agents on behalf of a Resource Account
Outbound PSTN calls made by Auto Attendants or Call Queues
Callback PSTN calls initiated from Teams Call Queue or Teams Auto Attendant
On-behalf-of calls made via Graph API and Phone System Extensibility

Coordinate with your carrier/operator to ensure you continue to have uninterrupted service for these on-behalf-of outbound PSTN call scenarios. If you don’t set this up with your carrier, outbound calls fail for agents, auto attendants, call queues, and API or extensibility scenarios.

Your carrier/operator provides the details on what adjustments may be required.

There's no change for Direct Routing phone numbers.

Queues App

All Queues App users require a Teams Premium license.

Prerequisites

Authorized users

All authorized Users must be Enterprise Voice enabled. For more information, see Assign, change, or remove a phone number for a user or Enable users for Direct Routing.

Automatic Recording for Call Queue

Conference mode must be enabled.
Use Microsoft 365 security groups to assign representatives to the queue.
Not supported with Shifts.
SharePoint Site Admin required for Teams Admin Center admins to change the authorized users.

Call Queue representatives

Representatives who receive calls from a call queue must be Enterprise Voice enabled online or on-premises users. For more information, see Assign, change, or remove a phone number for a user or Enable users for Direct Routing.

In addition, if the Resource Account assigned to the Call Queue is using Direct Routing numbers, representatives who need to conference or transfer calls also require:

An online voice routing policy assigned if the call queue uses transfer mode.
An Audio Conferencing license or online voice routing policy.

If your representatives are using the Microsoft Teams app for call queue calls, they need to be in TeamsOnly mode.

Compliance Recording for Call Queues

Conference mode must be enabled.

Inbound Calls

In order for Teams Phone Agents, Auto Attendants, and Call Queues to receive inbound calls from callers outside of Teams:

At least one Microsoft service number, Operator Connect number, or Direct Routing number, or a hybrid number for each resource account that you want callers outside of Teams to be able to call.
- The service number can also be a toll or toll-free number.
Web click-to-call:

Note

Direct Routing service numbers for Auto attendant and Call queues are supported for Microsoft Teams users and call agents only.

Transfers between Calling Plan, Operator Connect, and Direct Routing trunks aren't supported.

In a Hybrid scenario, the resource account must be created on-premises. For more information, see Plan Cloud call queues.

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Last updated on 2026-06-13