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4 questions about the update on Auto Attendant and Call Queue for Teams & Skype for Business

This month (May 2019), Microsoft successfully completed the service updates on Auto Attendant and Call Queue for Microsoft Teams & Skype for Business Online. Curious about what’s changed? We’ll talk you through it with four questions and answers:

1 What’s new with the service update?

The service update introduces the following new and updated features:

  • Centralized holiday tables that can be reused across apps. This is located in Org wide settings.
  • On-prem telephone number assignment (via Teams Direct Routing or SfBO CCE) to Auto Attendant and/or Call Queue (as of today Direct Routing with Auto Attendant/Call Queue supports Teams users only).
  • Hybrid number assignment to Auto Attendant and/or Call Queue (in public preview).
  • Multiple numbers can be assigned to an Auto Attendant and/or Call Queue.
  • Round Robin routing option is introduced in Call Queues.

As we at Xylos have received quite a lot of questions regarding the possibility of assigning an on-prem telephone number to an Auto Attendant and/or Call Queue, we will use this blog post to provide more information on the new service and related requirements.

2 What to expect from Auto Attendant & Call Queue services after this update

Existing customers with defined Auto Attendants and Call Queues will have their full settings migrated to the new service without any required configuration changes. The following overview describes the impact on the actual As-Is and the new actions that are necessary for creating new Auto Attendants and/or Call Queues as of today.

  • With the new service update in place, you can now create Auto Attendants and Call Queues in Teams Admin Portal.
  • Your previous Auto Attendants and Call Queues were migrated to this new Teams Admin Portal, and they will continue to work as before.
  • If you have any Auto Attendants or Call Queues left in the legacy admin portal, they will be managed by the service and migrated to the Teams Admin Portal. However, if they are associated with an on-premises resource account, manual action is required to repair your hybrid applications. Please remember to reach out so we can provide the necessary assistance if needed.
  • Previous application instances do not need to be licensed and will continue to work as is.
  • From now on, you can no longer use the legacy portal to create new application instances.
  • For new application instances, you’ll need to create a Resource Account. This Resource Account will need to be licensed, after which you will be able to associate it with an application instance.
    Only Resource Accounts that require a phone number assignment will have to be licensed.

At this time, depending on the phone delivery model described below, a user-based license is required:

  • Assigning a phone number via Teams Direct Routing or Skype for Business Online CCE (which is a new feature) requires an E1 or E3 license + Phone System add-on OR an E5 license (which already includes the Phone System add-on).
  • Assigning a Microsoft Service number in Office 365 (which was already possible before, but without a ‘licensed resource account’), requires an E1 or E3 license + Phone System add-on + Calling Plan add-on OR an E5 license (which already includes the Phone System add-on) + Calling Plan add-on.

Microsoft is working on a cost-free licensing model with an expected ETA of July 2019.

3 How do I set up a Cloud Auto Attendant and/or Call Queue?

The following public Microsoft resource will guide you through the process of creating an Auto Attendant and/or Call Queue in the new service with ease. It also includes a clear overview of the requirements: Set up a Cloud auto attendant.

If you want to learn more about “Managing Resource Accounts in Microsoft Teams”, we encourage you to have a look at the following public Microsoft resource as well: Manage resource accounts in Microsoft Teams.

4 What’s the future roadmap for Auto Attendant & Call Queue services?

These newly released service updates also prepare you for the following changes that will be implemented soon:

  • Outbound transfers to PSTN from Auto Attendant and Call Queue.
  • Extension dialing from Auto Attendant.
  • Shared Mailbox Voicemail for Auto Attendant and Call Queues.

Do you want to know more about our Microsoft Teams and Skype for Business offer?

Don’t hesitate to contact us.

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Hi Matthias,

Thanks for the great article. I can't find anything on the roadmap (or google) about "Shared Mailbox Voicemail for Auto Attendant and Call Queues". Do you know of anything from Microsoft that confirms this feature is coming soon?

Ultra Fast Fibre NZ

It provides the best on the auto attendant call in queue update. I like how you have researched and presented these exact points so clearly. This is a brilliant post, thank you for sharing these great tips. I have seen similar information at one place, you can also see on nexttelecom.co.nz/products/business-broadband.

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