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Teams calling and auto attendant setup

RaGau 125 Reputation points
2026-06-01T23:18:40.85+00:00

Here’s my question and requirements into clear bullet points:

  • We have a team of three users and want to use one shared phone number.
  • When a call comes in, it should ring simultaneously on all three users' desks/stations.
  • Calls should not go through a directory or menu — they should ring directly to users.
  • If one user is already on a call, any new incoming call should ring on the other two users' devices.
  • We need the ability to transfer incoming calls between users.

Outbound calling requirements:

  • All outgoing calls from any user should display the same shared phone number as Caller ID.

Voicemail:

  • Each user should have their own individual voicemail inbox.

Current licensing setup:

  • Microsoft 365 Business Standard (for all users)
  • Microsoft Teams Phone with Calling (3 licenses total)
    • Each license includes 3,000 shared minutes
    • Considering adjusting to 2 licenses (6,000 shared minutes total) and additional Teams Phone Standard licenses if needed

Existing phone numbers:

  • Three numbers ending in:
    • 01462
    • 02574
    • 03586

Current configuration:

  • The 3 Teams Phone with Calling licenses are not yet assigned
  • Created Teams Phone Resource Accounts, including:
    • Auto Attendant (license assigned)
    • Call Queue (license assigned)

Current number assignments:

  • Number ending 01462 → Auto Attendant
  • Number ending 02574 → User 1
  • Number ending 03586 → User 2

Goal:

  • Configure Teams Voice so the company can make and receive calls using only one shared phone number

Or if you have steps for shared phone numbers let me know that as well

Microsoft Teams | Microsoft Teams for business | Other
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  1. Sophie N 15,145 Reputation points Microsoft External Staff Moderator
    2026-06-01T23:53:40.3266667+00:00

    Dear @RaGau,

    I would be happy to help you configure your Microsoft Teams Phone setup to match your exact requirements.

    To achieve your goal of using one shared phone number that rings all three users simultaneously, handles busy statuses gracefully, allows call transfers, and masks outbound caller IDs, you actually do not need an Auto Attendant. Instead, you need a Teams Call Queue and a specific outbound caller ID policy.

    Here is the step-by-step solution to configure this issue.

    Step 1: Licensing and Number Adjustments

    Before configuring the features, we need to correct the license and number assignments:

    • Keep all 3 "Teams Phone with Calling" licenses: Do not downgrade to 2. Every user who needs to make outside calls must have a voice license assigned to them individually to have dial pad access.
    • Assign Licenses to Users: Assign one Teams Phone with Calling license to each of your three users.
    • Resource Account License: Your Call Queue Resource Account will need a free Microsoft Teams Phone Resource Account license assigned to it.
    • Consolidate Phone Numbers: Choose one of your three numbers to be the main shared business number (e.g., 01462). Unassign the other two numbers from the users via the Teams Admin Center so all users are free to be part of the shared pool.

    Step 2: Inbound Setup: Configure the Call Queue

    To make the shared number ring everyone at once without a menu, we will route it directly to a Call Queue.

    1. Go to the Teams Admin Center > Voice > Call Queues > Add.
    2. Name: Give it a name (e.g., "Main Line Queue").
    3. Resource Account: Add your Call Queue Resource Account and assign your chosen shared phone number (01462) to it.
    4. Call Routing: * Routing method: Select Attendant routing. This will ring all three users simultaneously.
      • Conference mode: Turn this On (it speeds up call connection times).
      1. Users: Add your three users to this queue.
    5. Presence-based routing: Turn this On. This satisfies your requirement: if User 1 is on a call (Busy), a new incoming call will bypass them and ring only User 2 and User. User's image

    Please refer to this document: Create a Call queue in Microsoft Teams - Microsoft Teams | Microsoft Learn

    Step 3: Outbound Setup: Mask Caller ID

    To ensure that any outbound call made by your users displays the shared company number instead of their individual identities:

    1. In the Teams Admin Center, go to Voice > Caller ID policies.
    2. Click Add to create a new policy (or edit the Global default policy).
    3. Set Replace the caller ID with to Resource account.
    4. Search for and select your Call Queue Resource Account (the one tied to 01462).
    5. Save the policy and assign it to all three users.

    Please refer to this document: Manage caller ID for users - Microsoft Teams | Microsoft Learn

    Step 4: Addressing Call Transfers and Voicemail

    • Call Transfers: This works automatically. Because all users have a Teams Phone license, they will see the "Transfer" and "Consult then transfer" options built directly into their Teams call window during an active call.
    • Individual Voicemails: Since the inbound calls are hitting a Call Queue, if the queue goes unanswered (or times out), you can set the Call Queue's overflow/timeout settings to route to a shared voicemail.

    For official, detailed technical specifications on these steps, you can refer to the Create a Call queue in Microsoft Teams - Microsoft Teams | Microsoft Learn 

    Please understand that, as a moderator, the real-world environment and specific challenges your users face may differ from my test setup. Rest assured that I am always here to help you bridge that gap. We will work closely together to guide you effectively and optimize this process for your issue. If you encounter difficulties or notice a step not working as expected, please do not hesitate to contact me. I am happy to continue learning and working alongside you until we find a suitable solution.

    Please let me know if you need any clarification as you run through these settings.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

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