Pintail House, Duck Island Lane, Ringwood, England, BH24

Microsoft Teams – Adding numbers to call queues

A few clients have remarked that it's not straightforward to assign numbers to call queues within the new Microsoft Teams Admin panel, especially if you're not in the US. To make life easier, we thought we would put together a quick guide on how to do this if you are in the UK.

To get started, we have a few basic requirements:
  1. Microsoft Teams – yes, we know it sounds obvious, but you need to have Teams enabled and installed on a few pilot computers to test this.
  2. Correct Office 365 Licence – to use the phone system, you need to have the correct Office 365 plan, one that includes the "phone system" feature. Your users also need calling credits. The Office 365 plans that include phone system are: Microsoft 365 E5, Office 365 E5, Meeting Room, Common Area Phone
  3. Phone Numbers - this guide assumes you have already obtained calling plan numbers within Office 365, for calling queues, we need "service numbers" and NOT "user numbers".

Once you have a few users on the right plan, you can also get some "Phone System - Virtual User" licences from the Billing > Purchase Service page within the Office 365 Admin Centre. These are free to obtain and save you paying for "non-user" numbers.

Once that's all sorted, head into the Teams Admin Centre, and into the legacy skype Administration panel. From there go into Voice > Phone Numbers and choose a "Service Number" for this calling queue, write it down, you'll need it later.

Screenshot 2019-07-25 at 16.05.23

From there, go into "Org-wide settings" within the Teams Admin Centre and "resource accounts". Create a new resource account using the "Add" button. You can use the General 365 admin console, but we prefer to do it via the Teams Admin panel.

Now go into the Office 365 user admin, select your new resource account, and Choose your licence region and assign a "Phone System - Virtual User' licence to the account.

While you're in the O365 admin centre, also create a distribution group containing the users that you wish to be in the calling queue.


Once complete, fire up PowerShell and connect to skype online. Use the following command to assign the number to the resource account:

Set-CsOnlineVoiceApplicationInstance -Identity "" -TelephoneNumber "+44 117 xxx 3478"


Once successful, run the command:

Get-CsOnlineTelephoneNumber -TelephoneNumber "+44 117 xxx 3478"


Use this to check the number has assigned properly. You should also be able to see the telephone number assigned to your resource account within the Microsoft Teams Admin panel.

You can now create the call queue within the Teams Admin Panel using the resource account and distribution groups you have just created. You can also change other options such as how the call assignment works or upload custom music/message files, these files need to be in MP3, WAV, WMA formats and less than 5MB, for this reason, we recommend MP3 files at 192kbps


Let us know how this guide worked out for you; hopefully, it saves you some of the investigations we had to do to get this working properly. Feel free to comment on what other guides you would like to see, and we'll do our best to get them written for you.

28 Responses to “Microsoft Teams – Adding numbers to call queues

  • Hey guys, I just wanted to see if you need anything in the way of site editing/code fixing/programming, unique blog post material, extra traffic, social media management, etc. I have quite a few ways I can set all of this and do thhis for you. Don’t mean to impose, was just curious, I’ve been doing thhis for some time and was just curious if you needed an extra hand. I can even do WordPress and other related tasks (you name it).

    PS – I’m here in the states, no need to outsource 🙂

    Winston R.

  • Hey guys, I just wanted to see if you need anything in the way of site editing/code fixing/programming, unique blog post material, extra traffic by getting others to start sharing your site across their own social media accounts, social media management, etc. I have quite a few ways I can set all of this and do this for you. Don’t mean to impose, was just curious, I’ve been doing this for some time and was just curious if you needed an extra hand. I can even do WordPress and other related tasks (you name it).

    PS – Happy Holidays 🙂

    Winston R.

  • Good respond in return of this difficulty with real
    arguments and telling the whole thing about that.

  • Fabulous, what a blog it is! This web site provides helpful facts
    to us, keep it up.

  • Awesome post! Keep up the great work! 🙂

  • Every weekend i used to pay a quick visit this website, because i want
    enjoyment, for the reason that this this website conations truly pleasant funny data

  • Hello there! This blog post couldn’t be written any better!
    Reading through this article reminds me of my previous roommate!
    He constantly kept preaching about this. I most certainly will send this post to him.
    Pretty sure he’s going to have a great read. Thank you for sharing!

  • Awesome blog! Do you have any helpful hints for aspiring writers?
    I’m hoping to start my own blog soon but I’m a little lost
    on everything. Would you advise starting with a
    free platform like WordPress or go for a paid option? There are so many choices out there that I’m completely overwhelmed ..

    Any ideas? Bless you!

  • Hello, i think that i saw you visited my blog so i
    came to “return the favor”.I’m attempting to
    find things to enhance my website!I suppose its ok to use a few of
    your ideas!!

  • I’m not that much of a online reader to be honest but your sites really nice,
    keep it up! I’ll go ahead and bookmark your site to come back later on.
    Many thanks

  • I like the valuable information you supply in your articles.

    I’ll bookmark your weblog and check again right here frequently.
    I am rather certain I will learn plenty of new stuff right right
    here! Best of luck for the following!

  • Simply wish to say your article is as amazing. The clearness
    in your post is simply cool and i can assume you are an expert on this subject.

    Fine with your permission allow me to grab your RSS feed to keep up to date with forthcoming post.
    Thanks a million and please keep up the rewarding work.

  • I think this is among the most vital info for me.
    And i am glad reading your article. But should remark on some general things, The web
    site style is ideal, the articles is really great
    : D. Good job, cheers

  • Hey There. I found your blog using msn. This is a very well written article.
    I will be sure to bookmark it and come back to read more of your useful information. Thanks for the post.

    I will definitely return.

  • excellent submit, very informative. I ponder why the other specialists of this sector do not realize this.
    You should proceed your writing. I am confident, you’ve a huge readers’ base already!

  • I will immediately seize your rss as I can not in finding your e-mail subscription link or newsletter service.
    Do you have any? Please permit me recognize in order that I may
    subscribe. Thanks.

  • Thanks for ones marvelous posting! I definitely enjoyed reading it, you
    can be a great author. I will ensure that I bookmark your
    blog and will eventually come back at some point.
    I want to encourage continue your great job, have a nice day!

  • Hey I know this is off topic but I was wondering if you knew of any widgets
    I could add to my blog that automatically tweet my newest twitter updates.
    I’ve been looking for a plug-in like this for quite some time and
    was hoping maybe you would have some experience with something like this.
    Please let me know if you run into anything. I truly enjoy reading your
    blog and I look forward to your new updates.

  • I visited multiple web pages however the audio feature
    for audio songs present at this web site is truly fabulous.

  • If some one needs expert view on the topic of running a blog then i suggest him/her
    to go to see this website, Keep up the fastidious job.

  • If you desire to grow your knowledge simply keep visiting this website and be updated with the most recent news update posted here.

  • Hi, I do believe this is a great site. I stumbledupon it 😉 I may

  • I blog quite often annd I ttuly thank you for your content.

    Your article has reeally peakked my interest. I am going to bookmark youjr blog and keep checking for new
    information about once per week. I subscribed to your RSS feed too.

    Lookk at my website; Gambar Wasir Stadium 1 Sampai 4

  • I enjoy what you guys are up too. This kind of clever work and reporting!
    Keep up the wonderful works guys I’ve incorporated you guys to blogroll.

  • Great article! We are linking to this great content
    on our website. Keep up the great writing.

  • I love it when individuals get together and share opinions.
    Great website, keep it up!

  • I have recently started a website, the information you offer on this web site has helped me greatly. Thank you for all of your time & work.

  • Thanks very interesting blog!

Leave a Reply

Your email address will not be published. Required fields are marked *