Manage resource accounts in Microsoft Teams

In Microsoft Teams, a resource account is required for each auto attendant or call queue. Resource accounts may also be assigned service telephone numbers. This is how you assign phone numbers to auto attendants and call queues allowing callers from outside Teams to reach the auto attendant or call queue.

This article covers how to create resource accounts and ready them for use with auto attendants and call queues.

Before you start the procedures in this article, ensure you've done the following steps:

Note

Resource accounts used for auto attendants and call queues are disabled for sign in and must remain so. Chat and presence are not available for these accounts.

Obtain Microsoft Teams Phone Resource Account licenses

Each resource account requires a license in order to work with auto attendants and call queues, known as a Microsoft Teams Phone Resource Account license. Subscriptions with Teams Phone automatically get a free allocation of Microsoft Teams Phone Resource Account licenses, and if more are needed, extra Microsoft Teams Phone Resource Account licenses can be purchased. For details on how to obtain these licenses, see Microsoft Teams Phone Resource Account licenses.

We cover how to assign the license to a resource account later in this article.

If you purchased Teams Phone Standard or Teams Phone with Calling Plan bundle licenses, Teams Phone Resource Account licenses are already in your account.

To see if you already have Teams Phone Resource Account licenses, sign into the Microsoft 365 admin center using an account with Global admin permissions. Then, go to Billing > Your products. If you have Teams Phone Resource Account licenses, they'll appear as Microsoft Teams Phone Resource Account.

  1. Open the Microsoft 365 admin center and sign in with a user that is a Global admin. This is usually the account you used to sign up for Microsoft 365.
  2. In the left navigation pane, go to Billing > Purchase services > Add-ons > See all Add-ons products.
  3. Scroll to the end to find the Microsoft Teams Phone Resource Account license. Select Details, then Buy.
  4. On the license purchase page, select the number of licenses you want. You need one license for each auto attendant and call queue you plan to set up. We recommend selecting at least five licenses so you can easily set up more auto attendants and call queues in the future without having to purchase more licenses right away.
  5. Uncheck Automatically assign to all of your users with no licenses.
  6. Select Check out now.
  7. Confirm your order, select Next, and then Place order.

There's zero cost, but you still need to follow these steps to acquire the license.

Obtain service numbers

Service numbers are optional for auto attendants and call queues; however, you'll need at least one service number in order for callers to reach your auto attendant and call queue configuration. For any auto attendant or call queue that you want to be reachable directly by a service number, you must have a resource account with an associated service number.

Resource accounts can use either toll or toll-free service numbers. You can request new numbers or port existing numbers from another carrier.

To get new service numbers, see Getting service phone numbers.

To port a number from another carrier, see Transfer phone numbers to Teams.

Create a resource account

You can create a resource account in the Teams admin center.

  1. Sign into the Teams admin center.
  2. Expand Voice, and then select Resource accounts.
  3. Select Add.
  4. In the Add resource account pane, fill out Display name, Username, and the Resource account type. The resource account type can be either Auto attendant or Call queue, depending how you intend to use this resource account.
  5. Select Save.

Assign a license

For each resource account, you must assign a Microsoft Teams Phone Resource Account license.

  1. Sign into the Microsoft 365 admin center.
  2. Expand Users, then select Active users.
  3. Select the resource account to which you want to assign a license. The resource account's user pane will appear.
  4. On the Licenses and Apps tab, under Licenses, select Microsoft Teams Phone Resource Account.
  5. Select Save changes.

Assign a service number

If you're planning to use the resource account with an auto attendant or call queue that requires a service number, assign a number to the resource account.

  1. Sign into the Teams admin center.
  2. Expand Voice, and then select Resource accounts page.
  3. Select the resource account to which you want to assign a service number, and then select Assign/unassign.
  4. In the Phone number type dropdown, choose the type of number that you want to use.
  5. In the Assigned phone number box, search for the number you want to use and select Add. Be sure to include the country code (for example, +1 250 555 0012).
  6. Select Save.

To assign a Direct Routing or hybrid number to a resource account, you need to use PowerShell:

Set-CsPhoneNumberAssignment -Identity aa-contoso_main@contoso64.net -PhoneNumber +19295550150 -PhoneNumberType DirectRouting

Next steps

Once you've completed the resource account setup and assigning a service number if needed, you're ready to use the resource account with an auto attendant or call queue.

See the following references to learn more:

You can edit the resource account Display name and Resource account type using the Edit option. Select Save when you're done.

Change an existing resource account to use a Microsoft Teams Phone Resource Account license

To switch the licenses on your existing resource account from a Teams Phone Standard license to a Microsoft Teams Phone Resource Account license, you'll need to acquire the Microsoft Teams Phone Resource Account license, and then follow the steps in the Microsoft 365 admin center to Move users to a different subscription.

Warning

Always remove a Teams Phone Standard license and assign the Microsoft Teams Phone Resource Account license in the same license activity. If you remove the old license, save the account changes, add the new license, and then save the account settings again, the resource account may no longer function as expected. If this happens, we recommend you create a new resource account for the Microsoft Teams Phone Resource Account license and remove the broken resource account.

Skype For Business Server 2019

For resource accounts homed on Skype For Business Server 2019 that can be used with cloud call queues and cloud auto attendants, see Plan Cloud call queues or Plan Cloud auto attendants. Hybrid implementations (numbers homed on Direct Routing) are configured using the New-CsHybridApplicationEndpoint cmdlet on an on-premises Skype for Business Server 2019 server.

The application IDs that you need to use while creating the application instances are:

  • Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
  • Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07

Note

If you want the call queue or auto attendant to be searchable by Skype For Business Server 2019 users, you should create your resource accounts on Skype For Business Server 2019, since online resource accounts are not synced down to Active Directory. When DNS SRV records for sipfederationtls resolve to Skype for Business Server 2019, then resource accounts must be created on Skype For Business Server 2019 using SfB Management shell and synchronized to Azure AD.

For implementations that are hybrid with Skype for Business Server:

Plan Cloud auto attendants

Plan Cloud call queues

Configure on-premises resource accounts

Delete a resource account

Make sure you dissociate the telephone number from the resource account before deleting it, to avoid getting your service number stuck in pending mode.

After you do that, you can delete the resource account in the Microsoft 365 admin center, under the Users tab.

To disassociate a Direct Routing telephone number from the resource account, use the following cmdlet:

Remove-CsPhoneNumberAssignment -Identity <Resource Account Object ID> -PhoneNumber <assigned phone number> -PhoneNumberType DirectRouting