Ctelo Voice for Teams            
Page 5 · Deploy

Call Queue Deployment Guide

Everything required to stand up a production-grade Microsoft Teams Call Queue — from the resource account to the routing method and voicemail behaviour.

Deployment order
  1. Step 1
    Create Resource Account
    New Entra account of type Call Queue.
  2. Step 2
    Assign Teams Phone Resource Account License
    Free MCOEV_VIRTUALUSER SKU.
  3. Step 3
    Assign Phone Number
    Optional — queues can also be fed by an Auto Attendant.
  4. Step 4
    Create Call Queue
    Teams Admin Center → Voice → Call queues → Add.
  5. Step 5
    Assign Agents
    Direct users or an Entra / Teams group (recommended).
  6. Step 6
    Select Routing Method
    Choose how calls are distributed across agents.
  7. Step 7
    Configure Overflow
    Where callers go if the queue is too long.
  8. Step 8
    Configure Timeout
    Where callers go if they wait too long.
  9. Step 9
    Configure Shared Voicemail
    Optionally deliver messages to a group mailbox.
  10. Step 10
    Configure Music on Hold & Greeting
    Upload branded audio — generate at tts.ctelo.com for consistent voice.

Routing methods