Microsoft Teams Phone Resource Account licenses

In Microsoft Teams, all auto attendants and call queues require an associated resource account. Each resource account must be assigned a Microsoft Teams Phone Resource Account license to ensure they're correctly identified by the system and properly function, regardless of whether the resource account will be assigned a telephone number. Organizations with a subscription that includes Teams Phone are automatically allocated a certain amount of Teams Phone Resource Account licenses at no extra cost. A Microsoft calling plan isn't required unless you want to be able to dial out using that resource account. For more information, see Plan for Teams auto attendant and call queues.

Note

Previously, a Teams Phone Resource Account license (once known as a Virtual user license) was only required when assigning a phone number to a resource account. Now, all resource accounts must be assigned a Teams Phone Resource Account license, regardless of whether they'll be assigned a phone number or not. Also, don't assign a Teams Phone Standard license to a resource account. If you currently have resource accounts configured with Teams Phone Standard licenses, you must switch to a Teams Phone Resource Account license as described below.

Resource Account license allocation

Your organization is allotted Teams Phone Resource Account licenses based on its overall size. Any organization that has a subscription with Phone System features, such as Teams Phone Standard and Teams Phone with Calling Plan licenses, is allocated 25 Teams Phone Resource Account licenses available at no cost.

For every 10 user licenses of Teams Phone Standard or Teams Phone with Calling Plan in your organization, one more Teams Phone Resource Account license becomes available. Most organizations will have enough Teams Phone Resource Account licenses based on this scaling plan. In the event more Teams Phone Resource Account licenses are required, you can purchase more Teams Phone Resource Account licenses beyond the standard allocation through your Microsoft account representative.

License allocation example

Contoso, Inc. purchased 600 licenses that include Phone System (one for each employee). Contoso is allotted an initial 25 plus 60 Teams Phone Resource Account licenses, 85 in total. Their organization has 90 call queues and auto attendants. They need to assign all the Teams Phone Resource Account licenses and purchase five extra Teams Phone Resource Account licenses.

How to obtain Microsoft Teams Phone Resource Account licenses

  1. Sign in to the Microsoft 365 admin center.

  2. Go to Billing > Purchase services > Add-ons.

  3. Scroll to find the Microsoft Teams Phone Resource Account license. Select Buy now.

    Note

    Keep in mind, even if you're within your allocation, you must still Buy the license even though it has a cost of zero.

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

If you have existing resource accounts using a Teams Phone Standard license, you must switch to using to a Teams Phone Resource Account license:

  1. Get the new Teams Phone Resource Account license.
  2. Follow the linked 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 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 save the account settings again, the resource account may no longer function as expected, like your organization's auto attendants and call queues not working anymore.

If this happens, we recommend you create a new resource account using the Teams Phone Resource Account license and remove the broken resource account.

Auto Attendant and Call Queues Service Update

Manage resource accounts in Microsoft Teams