In short
A Microsoft Teams contact centre builds on Teams Phone. Its call queues and auto attendants suit reception and small service teams, and a contact centre certified for Teams adds more for larger ones. Every route needs Teams Phone licences and a phone network connection. Forever Systems can quote these and recommend the right route: contact us.
Considering Teams for your contact centre? Contact us
Tell us your agents, queues and channels and we will come back to you with a recommendation and a quote.
When queues are enough, and when a contact centre is needed
Microsoft's own guidance is that, for some organisations, the cloud calling in Teams, including auto attendants and call queues, meets their needs. For organisations that want business tools and workflows around the customer journey, it supports integrating a contact centre with Teams Phone.
| Route | What it gives you | Often suits |
|---|---|---|
| Teams Phone call queues | Menus, queues and routing, included with Teams Phone | Reception teams and small service desks |
| A contact centre certified for Teams | A dedicated contact centre product connected to Teams Phone | Larger teams and organisations with specific contact centre requirements |
| Call2Teams with your existing phone system | People work in Teams while the phone system keeps its queues, wallboards and recording | Organisations with contact centre tools they want to keep |
Queues and auto attendants themselves are covered on Teams Phone features. If you want a contact centre and are considering Teams, contact us and we will talk through the options with you.
Not sure which route fits? Ask us
Tell us your agent numbers and call flows and we will recommend a contact centre route for Teams.
Agents: what each one needs
An agent who takes queue calls in Teams needs a Teams Phone licence and must be voice enabled. The queue's settings then decide how they work: whether agents can opt in and out, whether routing follows their presence, and which routing method shares the calls. Microsoft allows up to 200 agents for each call queue when they are added through groups or a Teams channel.
Agents answer in the same Teams app they use for chat and meetings, so there is no second application to learn for a queue built on Teams Phone alone.
Contact centres certified for Teams
Microsoft runs a contact centre certification programme for Teams (opens in a new tab), which verifies that a provider's product works reliably with Teams. Providers connect in one of three ways:
| Model | How it connects |
|---|---|
| Unify | The contact centre is built on Azure Communication Services and Teams calling infrastructure |
| Extend | The contact centre works inside the Teams app through Microsoft Graph, and Teams Phone carries the calls |
| Connect | The contact centre connects to Teams Phone through certified Session Border Controllers and Direct Routing |
Which route fits is something we work out with you. The right model depends on whether agents should work inside Teams, in the contact centre's own app, or both.
Want a contact centre that works with Teams?
Tell us how your team takes calls today and we will recommend the route that fits, with a quote.
Keeping an existing phone system's contact centre
If your current phone system already has the queues, wallboards and recording you rely on, people can still work in Teams. Call2Teams for PBX registers Teams users to the existing phone system as SIP extensions, so it keeps its hunt groups and call routing while users make and take calls in Teams.
Choosing by fit
| Your situation | Usually a good starting point |
|---|---|
| A few agents, calls only, Microsoft 365 already in place | Teams Phone call queues and auto attendants |
| Supervisors, several channels or many agents | Contact us with your channels and agent numbers and we will recommend a route |
| A phone system with contact centre tools you want to keep | Call2Teams for PBX |
Whichever route you choose, it runs on Teams Phone licences, numbers and a connection to the phone network. That is the part we supply and set up. Contact us and we will map your call flows with you.
Sources (checked 12 November 2026): Microsoft Learn, "Contact center integrations for Microsoft Teams", "Setup - Call Queue" and "Reference - Voice applications prerequisites and licensing".
How Forever Systems helps with Teams Phone
Forever Systems can quote and set up Microsoft Teams Phone for your organisation and connect it to the phone network.
- Licence and calling check: we look at the Microsoft 365 plan you hold and recommend the Teams Phone licences and calling option that fit
- Numbers kept: we plan and manage the porting of your existing numbers
- Call flows set up: auto attendants, call queues and opening hours built and tested with you
- Works with what you use: the Teams apps on desktop and mobile
- Licensing in one place: licences can be billed monthly, with terms confirmed at quote
We work with businesses, schools, charities and public sector organisations. Pricing depends on users, licences and calling, so ask us for a quote.
Frequently asked questions
Can Microsoft Teams be used as a contact centre?
Yes. Teams Phone includes call queues and auto attendants for straightforward needs, and Microsoft supports integrating a contact centre certified for Teams for larger operations. Contact us and we will recommend a route for your team.
What licences do contact centre agents need in Teams?
Agents who take queue calls in Teams need a Teams Phone licence and must be voice enabled. Each queue or auto attendant needs a resource account with a Teams Phone Resource Account licence, which Microsoft supplies at no cost.
What does contact centre for Microsoft Teams certification mean?
It is a Microsoft programme that verifies a contact centre provider's product works reliably with Teams. Certified products connect through one of three models that Microsoft names Unify, Extend and Connect.
How do we get a contact centre that works with Teams?
Contact us. Tell us your agents, queues and channels, and we will recommend the route that fits and quote the Teams Phone licences, numbers and calling it runs on.
Still deciding?
Ask us and a member of our team will get back to you.