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Add-on · Teams Premium

Queues App

A Teams-native surface on top of a standard Call Queue that gives agents and supervisors contact-center-lite tooling without leaving Teams.

What it is

The Queues app is a Microsoft-published Teams app that lights up richer call-handling on top of an existing Call Queue. The queue plumbing does not change — same resource account, same Teams Phone number, same routing method — but agents and supervisors now get a purpose-built UI, real-time visibility and coaching tools inside Teams.

Setup order
  1. Step 1
    Existing Call Queue
    Have a standard Call Queue with a resource account and Teams Phone plumbing already in place.
  2. Step 2
    Assign Teams Premium
    Every agent, supervisor and lead who will use the app needs a Teams Premium license.
  3. Step 3
    Add agents, supervisors and leads
    Add the people who need to see or manage the queue. The Queues app detects queues automatically for members and authorised users.
  4. Step 4
    Install the Queues app
    Once Teams Premium is assigned, the Queues app becomes available for installation. Pin or push it via a Teams app setup policy so agents and supervisors get it automatically.
All configuration lives in the Teams Admin Center — no PowerShell is required to enable the Queues app for an existing queue.
What you get
  • Opt in / opt out of the queue from within Teams
  • Real-time queue view (calls waiting, longest wait, active agents)
  • Callback — caller keeps their place in queue
  • Supervisor tools: listen, whisper, barge, takeover
  • Historical reporting per queue and per agent
  • Outbound calling from the queue identity
What it isn't
  • Skills-based or attribute-based routing
  • Omni-channel (chat, email, social)
  • Deep CRM screen-pop out of the box
  • Full workforce management
For those needs, look at Dynamics 365 Contact Center or a partner CCaaS.
Classic Call Queue vs. Queues app
Classic Call Queue
Native Teams calling client. Ring, answer, transfer. No dedicated agent UI or supervisor tooling. Reporting via Call Analytics only.
Queues app
Everything the classic queue does, plus opt in/out, real-time board, callback, listen / whisper / barge / takeover and historical reports — inside Teams.