Configure resource accounts

  • 3 minutes

Resource accounts are disabled objects in Microsoft Entra ID that are required for each auto attendant or call queue in Teams. They can be assigned licenses and phone numbers. Agents will see the resource account name when they receive an incoming call.

Note

All resource accounts used for Microsoft Teams call queues and auto attendants must be assigned a Teams Phone Resource Account license, regardless of whether they’ll be assigned a phone number.

  1. In the Teams Admin Center, under call queues, Select Add accounts.

  2. Search for the resource account that you want to use with this call queue, select Add, and then select Add again.

    Screenshot of searching for a resource account to add to a call queue.

  3. Select +Add Resource Account if account isn't found.

    Screenshot of adding a new resource account.

    1. Display name - Input the display name.

    2. Username and domain - Input the username and the domain from the drop-down menu

    3. Resource type - Select the Resource account type, either a call queue or auto attendant

    Screenshot of adding a resource account to a Call Queue.

Assign a license

For each resource account, you must assign a Teams Phone Resource Account license.

Screenshot of assign licenses user interface in the Microsoft 365 admin center

  1. In the Microsoft 365 admin center, select the resource account to which you want to assign a license.

  2. On the Licenses and Apps tab, under Licenses, select Teams Phone Resource Account license.

  3. select Save changes.

Assign calling ID

Screenshot assigning a calling ID to the Call Queue.

If you plan to use a Teams channel for your call agents, you can assign an outbound caller ID number for the agents by specifying one or more resource accounts with a phone number. Select Add, search for the resource accounts that you want to allow agents to for calling ID purposes when making outbound calls, select Add, and then select Add.

If you aren't using a Teams channel to control agent membership, consider directly setting the caller ID for members of the call queue to the service number of the call queue or the appropriate auto attendant.