Page 6 · Reference
Resource Account Visualizer
Resource accounts are the glue that binds a service phone number to an Auto Attendant or Call Queue. Here's exactly how they connect — and why they matter.
Auto Attendant chain
Phone Number
Use any number provisioned in Ctelo Voice
Resource Account
Disabled Entra user with the Virtual User SKU
Auto Attendant
IVR that answers, plays a greeting and routes the call
Call Queue chain
Phone Number
Optional — a queue can also be fed by an Auto Attendant menu option
Resource Account
Second disabled Entra user with the Virtual User SKU
Call Queue
Holds callers and routes to agents by routing method
Why do Resource Accounts exist?
In Microsoft Teams, a phone number can only be assigned to an identity — a user or a resource account. Auto Attendants and Call Queues are services, not people, so Microsoft ships a special disabled Entra ID account called a Resource Account to represent them.
- Each public-facing Auto Attendant or Call Queue needs its own resource account.
- The resource account needs the Microsoft Teams Phone Resource Account license (free, request in Teams Admin Center).
- Usage location must be set before assigning a number.
- Numbers are attached via PowerShell —
Set-CsPhoneNumberAssignment -PhoneNumberType DirectRouting— because Ctelo Voice delivers numbers over Direct Routing. - Resource accounts never sign in — sign-in is disabled by design.