Microsoft Cloud Auto Attendant and Call Queues using Direct Routing.

It has been some time since I have been able to sit and jot down my thoughts so I must apologise if some of this info is a little old.

For me, this feature update could not have come soon enough. Microsoft recently announced that you will now be able to use your PSTN numbers via Direct Routing to create Auto Attendants and Call Queues. Previously this has required the use of service numbers or for you to port numbers to Microsoft.

You can now use resource accounts to function as Auto Attendants/Call Queues from within the Teams admin centre and link your SBC via Direct Routing to assign the PSTN number. However, as of this moment, this only supports Teams users. The ability to assign OPHC and CCE numbers to Cloud Auto Attendant and Call Queues is currently only available in Public Preview.

Licensing for this is still under review and at the moment Microsoft are using their user licensing model. As a result each Auto Attendant or Call Queue that you need to set up will require an E1 license with a phone system add-on.

Tech Community Blog:

Auto Attendant and Call Queues Service Update

Read Randy Chapmans’ series of great blogs on this here:

How to: Assign a Direct Routing Number to an Auto Attendant or Call Queue in Microsoft Teams Phone System

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