Connect Microsoft Teams Phone queue overflow

This is an advanced setup

Microsoft Teams Phone normally requires a Teams or Microsoft 365 administrator. External number transfers can depend on resource-account licensing, the calling plan, Operator Connect or Direct Routing configuration.

Use the steps below yourself only if you manage Teams Phone. Otherwise send them to your administrator.

Open the reception queue

1. Open the Microsoft Teams Admin Center.
2. Select Voice → Call queues.
3. Open the queue used by reception or new enquiries.
4. Keep its agents and normal routing method unchanged.

Configure exception handling

1. Open Exception handling.
2. Configure Call timeout and choose a suitable maximum wait time.
3. Set the timeout action to redirect to the PrimaReply external phone number.
4. Configure No agents opted or logged in to use the same destination if appropriate.
5. Configure queue overflow if excess calls should also reach PrimaReply.
6. Save the queue.

Configure after hours

After-hours behaviour is normally controlled by the associated Auto Attendant.

1. Open Voice → Auto attendants.
2. Select the attendant in front of the reception queue.
3. Review its after-hours call flow.
4. Set the selected after-hours destination to the PrimaReply number.
5. Save and allow time for Microsoft to apply the change.

Administrator request

Please route our reception queue's timeout and no-agent exceptions to our PrimaReply external number while preserving the original external caller ID. Please also route the Auto Attendant's after-hours calls to that number. Keep our existing greeting, menu and agents unchanged. Confirm any resource-account, PSTN or licensing requirements before applying the change.

Verify safely

Start PrimaReply's safe forwarding test, call the normal business number, enter the reception queue and allow it to time out. Verification must receive the customer's original number.

If the external destination is unavailable

• Confirm the resource account has the correct licence.
• Confirm outbound PSTN calling is available to the voice application.
• For Direct Routing, ask the administrator to check the SBC and transfer configuration.
• Use the provider-managed guide rather than changing unrelated Teams settings.

Official Microsoft instructions

• Set up a Teams call queue
• Design call flows for Teams voice applications