Preparing a phone number for a call queue or auto attendant

This article explains how to change the usage type of an Operator Connect phone number so it can be linked to a call queue or auto attendant.

When BT adds your Operator Connect numbers to Teams, numbers are set as default to User. However, if you want to use a number for a resource account (required for auto attendants and call queues), you’ll need to change the number’s usage type to Voice app (resource account).

You’ll usually only need to change the usage type when:

• You’ve received new numbers from BT and want to set up a resource account for a call queue or auto attendant.
• You’re repurposing an existing number.

Change a phone number’s usage

You can find out how to change the usage type of a number in this handy YouTube video.

If you would like to change how you are using a number, follow the steps below:

1. Log in to the Teams Admin Centre.
2. In the left-hand menu, go to Voice.
3. Select Phone numbers.
4. Use the search box to find the number you want to update.
5. Check the Available usages column:
   • If both User and Voice app are listed, you can change it.
6. Select the number, then choose Edit.
7. Select Change usage.
8. In the panel that opens, choose Voice app (or User, if switching back).
9. Select Apply.

The number is now set to the new usage type.

Please note that some numbers may be locked to a specific usage type. In this case, you will need to contact our support team to change it.

Assign a phone number to a resource account

Once a number is set to Voice app in Microsoft Teams, you can assign it to a call queue or auto attendant. To do this, follow these steps:

1. In the Teams Admin Centre, go to Voice, then Resource accounts.
2. Select the resource account name (this opens its details page).
3. Under the resource account settings, find the Phone number assignment section.
4. Select Assign/change (sometimes displayed as Edit).
5. In the panel that opens, choose the phone number from the list (this shows numbers available in your tenant).
6. Confirm the number type/usage is correct (for example, set for Voice app/resource use).
7. Select Save.

Please note that assigning the number does not link it to a call queue or auto attendant. You’ll need to follow the steps below to do this.

Link the resource account to a call queue

1. In the Teams Admin Centre, go to Voice, then Call queues.
2. Select the call queue you want to use (or select Add to create a new one).
3. In the call queue settings, go to Resource accounts.
4. Select Add.
5. Search for and select the resource account you configured earlier.
6. Select Add, then Save.

The phone number assigned to the resource account will now route to this call queue.

Link the resource account to an auto attendant

1. In the Teams Admin Centre, go to Voice, then Auto attendants.
2. Select the auto attendant you want to use (or select Add).
3. In the auto attendant settings, go to Resource accounts.
4. Select Add.
5. Search for and select the resource account.
6. Select Add, then Save.

The phone number will now route to the auto attendant.

Please note some numbers (such as fixed line numbers) may be configured for specialist use, like conference bridges, and must be managed by BT.

For more information on resource accounts, see Microsoft’s guidance on Managing resource accounts.