Microsoft Teams call queues don’t work? Follow these steps

Teodor Nechita
by Teodor Nechita
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microsoft teams call queue doesn't work

Microsoft Teams is a neat tool added to the Microsoft Office 365 Suite, thus emphasizing its use in enterprises.

Down to its core, it acts as the de facto collaborative software recommended by Microsoft, as it supports all of the basic features and more. Speaking of which, if you’re curious how efficient Microsoft Teams is, check out our review for more details.

However, Microsoft Teams is notorious for the amount of bugs users have been reporting on the official forums.

This includes and issues where users state that they can’t queue calls.

When you call the queue line, there is a 3-5 second delay before the call is connected. (I understand this is a current issue being worked on) But, even once the call does connect, the agent cannot hear the caller. The caller can hear the agent with no issue. But the agent must place the call on hold and retrieve it for the audio to connect properly.

Apparently this issue is widely known among the community, as most people experience it in one way or another.

Why are Microsoft Teams calls not queueing?

One aspect that you need to remember is whether or not there are Direct Routing numbers assigned to the Call Queues.

This is because that feature is not supported even if it looks like it is possible to fix it with some SBC configuration.

Make sure you have the latest version of Microsoft Teams installed

Up until very recently, call queues weren’t actually a feature in Microsoft Teams.

However, now you can assign Direct Routing numbers to Auto Attendant and Call Queues. As such, make sure you have the latest version of Microsoft Teams installed.

The desktop app automatically updates, but if you want, you can still check for available updates manually.

  • Simply click your profile picture at the top of the app
  • Select Check for updates.

Keep note that the web app is always updated to the latest version, so consider using it by default as opposed to the desktop version.

If you’re using the mobile version of Microsoft Teams, check for the latest version of the app on the Google Play Store.

Microsoft Teams is constantly being updated, fix and improved upon, so any problems you discover won’t be there for too long anyway.

Do you have any more Microsoft Teams-related questions? Please let us know in the comments section below.

FAQ: Learn more about Microsoft Teams calls

  • What is my Microsoft Teams phone number?

To view your  Microsoft Teams phone number, navigate to Voice and then click on Phone numbers to display the phone numbers of your company.

  • Can Microsoft Teams make external calls?

Microsoft Teams users can make external calls provided their Office 365 subscription has an Enterprise Voice license. 

  • Can Microsoft Teams call Skype?

Microsoft Teams users can start calls with Skype users without any issues. MS Teams users can type the email address of Skype users in the search bar to find them. To initiate a call, simply select the respective Skype user.

Editor’s Note: This post was originally published in October 2019 and has been since updated for freshness and accuracy.