To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
If calls aren’t reaching agents, are looping, dropping, or routing to the wrong place, there are a few things you can check.
Suggested help
Check agents are correctly signed in and available
Call Queues won’t route calls if agents are:
- Not signed into Teams
- Set to Do Not Disturb
- Set to Offline
- Have Call Queue opt out enabled
- Not signed into the queue (if opt in is required)
Solution: Ask agents to:
- Open Teams > Calls > Call queues
- Ensure they are opted in
- Set presence to 'available'
Confirm the Call Queue has at least one active agent
Teams will not route calls if:
- All agents are offline
- All agents are opted out
- All agents are in DND
- No agents are assigned at all
Solution: Make sure at least one agent is available. You can do this in Teams Admin Centre > Voice > Call Queues > Agents
Check the Call Queue’s routing method
If calls seem slow or unevenly distributed, check:
- Attendant routing (rings everyone at once)
- Serial routing (rings agents one by one)
- Round robin (even distribution)
Misconfigured routing can look like ‘not routing correctly’.
Check overflow and timeout settings
If calls are dropping or going to the wrong place, the queue may be:
- Timing out too quickly
- Overflowing because the queue is full
- Redirecting to the wrong destination
Solution:
Check the following:
- Maximum queue size
- Maximum wait time
- Overflow destination
- Timeout destination
You can do this in Teams Admin Centre > Voice > Call Queues > Call overflow / Call timeout
Check the Call Queue’s schedule
If calls only fail at certain times (e.g., evenings), the schedule may be the cause.
Check:
- Business hours
- After-hours routing
- Holiday schedules
If the queue is outside business hours, it will follow the after hours rule not the main routing rule.
Check the Auto Attendant feeding the queue
If the Call Queue is correct but calls never reach it, the Auto Attendant may be misrouting.
Check:
- Menu options
- Call routing actions
- After-hours rules
- Holiday rules
- Incorrect destination selected
Check the Operator Connect number assignment
If the number is not routing into the AA/CQ:
- The number may not be assigned
- The number may be assigned to the wrong resource account
- The resource account may not have a Phone System licence
Solution: Teams Admin Centre > Voice > Phone numbers
Confirm the number is assigned to the correct resource account.
Check the resource account licence
A Call Queue will not work if the resource account is missing:
- Microsoft Teams Phone Resource Account licence (free) or
- Phone System licence (older setups)
Check Teams policies
Call routing can be affected by:
- Calling policies
- Voice routing policies
- External forwarding restrictions
If agents cannot receive calls, a policy may be blocking it.
Check for delays in provisioning
Sometimes routing fails because:
- The queue was just created
- The resource account was just assigned
- The number was just linked