In short
Teams Phone features include cloud voicemail, call forwarding, transfer, call park, delegation, call groups, auto attendants and call queues. Each auto attendant or call queue runs on a resource account with its own licence, supplied by Microsoft at no cost. Forever Systems can quote Teams Phone and set up your call flows.
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What Teams Phone includes for each user
Microsoft's feature list (opens in a new tab) shows what a user gets once a Teams Phone licence is added to their Teams licence.
| Feature | What it does |
|---|---|
| Cloud voicemail | Voicemail arrives in the user's mailbox and in the Teams apps |
| Call forwarding and simultaneous ring | Calls can ring a colleague or an outside number as well as, or in place of, the user |
| Call groups and delegation | Colleagues or an assistant can answer and place calls on someone's behalf |
| Transfer, including consultative transfer | A call can be passed to another person, with or without speaking to them first |
| Call park and retrieve | A call is placed on hold in the service and picked up by code on another app or device |
| Caller ID | Internal callers show their directory details; outside callers show the number their provider sends |
| Busy on busy | A policy for what callers hear when the user is already on a call |
| Private line and multi-line | An inbound-only private number, and more than one number on a user account |
| Emergency calling | Location information is passed when an emergency call is made from Teams |
For a reception desk, call park, consultative transfer and delegation are the features that matter most. Users can also dial an internal extension, a name or a full phone number from the same dial pad.
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Auto attendants and call routing
An auto attendant answers a number and routes the caller. Microsoft's guidance describes what it can do:
- Send callers to a person, a call queue, an outside number, another auto attendant or voicemail
- Use different routing for business hours, after hours and holidays
- Play prompts from text-to-speech or a recorded audio file
- Accept voice commands as well as keypad presses
- Let callers search the directory by name or by extension number
- Offer an operator, so a caller can reach a person
Each auto attendant has its own language and time zone, so an organisation can run as many as its callers need. Microsoft also offers Teams Phone Agent, which extends auto attendants with AI conversations and needs Copilot credits.
Call queues
A call queue holds callers and offers each call to the people assigned to it. Microsoft's set-up guide lists these options:
| Setting | What it does |
|---|---|
| Attendant routing | Rings everyone in the queue at once; the first to answer takes the call |
| Serial routing | Rings each person one by one, in a set order |
| Round robin | Shares calls so each person gets the same number |
| Longest idle | Offers the call to the person who has been available longest |
| Presence-based routing | Offers calls only to people whose presence shows them as available |
| Conference mode | Connects the caller faster once a call is accepted. Microsoft recommends it |
| Exception handling | Redirects callers when nobody is signed in, the queue is full or the wait is too long |
Microsoft recommends round robin or longest idle as the routing method, and allows up to 200 agents for each call queue when they are added through groups or a Teams channel. A queue can also be allowed to let its people opt in and out.
Is Microsoft Teams Phone the right fit for you?
We will check it against your systems and requirements and recommend the right option.
Resource accounts
Auto attendants and call queues do not belong to a person. Each one that answers calls directly uses a resource account, and Microsoft requires every resource account to hold a Teams Phone Resource Account licence, whether or not it has a phone number. Microsoft states that there is no longer any cost for these licences.
One rule affects call flow design. If an auto attendant or call queue transfers callers to an outside number, offers callback, or lets agents call out showing its number, the resource account needs something more. For numbers supplied by Microsoft that is a funded pay-as-you-go licence or Communication Credits. For Direct Routing numbers it is an online voice routing policy. For Operator Connect numbers Microsoft lists no other requirement.
Are Teams Phone calls recorded?
Calls are recorded only when recording has been set up or a user starts one. Microsoft documents several kinds:
| Recording type | How it works |
|---|---|
| Convenience recording | A user starts and manages the recording of a call or meeting |
| Compliance recording | Calls are recorded automatically by policy, using a third-party solution, and owned by the organisation |
| Automatic Recording for Call Queue | A Microsoft feature that records and transcribes inbound queue calls once an agent answers. Recordings are stored in SharePoint |
| Compliance Recording for Call Queue | Records agent-answered inbound queue calls without a recording policy on each agent |
Microsoft says Automatic Recording for Call Queue needs no extra Teams Phone licensing. If you record calls, callers must be told and you need a lawful basis under UK GDPR.
Call reporting and call quality
Teams Phone has reporting for queues and for call quality, at different depths:
- Teams admin centre usage reports count the calls each auto attendant and call queue received, for up to 28 days
- Historical reports in Power BI cover auto attendants, call queues and agents in more detail
- Call quality tools: the Teams admin centre shows the devices, network and connectivity behind an individual user's calls, and the Call Quality Dashboard gives an organisation-wide view
Integration and extensibility
Microsoft's feature list includes Teams Phone extensibility, which supports contact centre products through several integration models, and Microsoft says Teams Phone can coexist with another phone system or contact centre. Microsoft Teams contact centre covers the contact centre routes, and Call2Teams connects an existing phone system to Teams.
We set up auto attendants, call queues and resource accounts as part of a Teams Phone project. Contact us to talk through your call flows.
Sources (checked 11 November 2026): Microsoft Learn, "Teams Calling features", "Planning - Overview of voice applications", "Setup - Call Queue", "Microsoft Teams Phone Resource Account licenses", "Reference - Voice applications prerequisites and licensing", "Introduction to Teams recording", "Planning - Recording voice applications calls", "Planning - Reporting Considerations" and "Improve call quality in Microsoft Teams".
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
What features does Teams Phone include?
Teams Phone includes cloud voicemail, call forwarding, simultaneous ring, transfer, call park, delegation, call groups, caller ID, emergency calling, auto attendants and call queues. Calls to ordinary phone numbers also need a connection to the phone network.
Are Teams Phone calls recorded?
Only when recording has been set up or a user starts one. Microsoft offers user-started convenience recording, policy-based compliance recording through third-party solutions, and automatic recording for call queues.
Does Teams Phone have call queues and auto attendants?
Yes. Both are part of Teams Phone. Each one that answers calls directly needs a resource account with a Teams Phone Resource Account licence, which Microsoft supplies at no cost.
What is a Teams Phone resource account?
A resource account is a Teams account used by an auto attendant or call queue in place of a person. It holds a Teams Phone Resource Account licence and can be assigned a phone number.
Does Teams Phone support extensions?
Yes. Microsoft's feature list includes placing calls by internal extension, and an auto attendant can let callers search the directory by extension number.
Can Teams Phone report on calls?
Yes. The Teams admin centre counts calls to each auto attendant and call queue, and Power BI historical reports add detail on queues and agents. If you need live supervisor figures, contact us and we will recommend a route.
Still have a question about Microsoft Teams Phone?
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