Overview

If you are a Call Queue Manager (Authorized User), you can manage call queue membership and access shared voicemail messages for your team's call queue directly within Microsoft Teams. This allows team supervisors to update queue members, review voicemails, and maintain call coverage without requiring assistance from a Teams administrator. [support.mi...rosoft.com], [learn.microsoft.com]

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Prerequisites

Before you can manage a call queue:

• You must be assigned as an Authorized User or Call Queue Manager by your Teams Administrator. [support.mi...rosoft.com]
• The call queue must already be configured in Microsoft Teams. [learn.microsoft.com]
• Shared voicemail must be configured for the call queue. [learn.microsoft.com]

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Access Call Queue Management

1. Open Microsoft Teams.
2. Select Calls from the left navigation menu.
3. Select the Call Queue tab assigned to you.
4. Choose the call queue you want to manage. [support.mi...rosoft.com]

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Manage Queue Members

Queue members are the users who receive incoming calls from the call queue.

Add Queue Members

1. Open the desired Call Queue.
2. Select Manage Users and Groups.
3. Click Edit.
4. Select Add Users and Groups.
5. Search for and select the user or group.
6. Save your changes. [support.mi...rosoft.com]

Remove Queue Members

1. Open Manage Users and Groups.
2. Locate the user you wish to remove.
3. Select the Trash/Delete icon beside their name.
4. Save your changes. [support.mi...rosoft.com]

Change Call Routing Order

For queues using Serial Routing:

1. Open Manage Users and Groups.
2. Drag and drop users into the desired order.
3. Save your changes. [support.mi...rosoft.com]

Note: Up to 20 individual users can be added directly. Larger groups can be managed through a Distribution List or Microsoft 365 Group. [support.mi...rosoft.com]

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Access Shared Voicemail

Shared voicemail allows multiple queue members to access voicemail messages left for a call queue. Unlike personal voicemail, messages are stored in a shared mailbox or group location that can be accessed by multiple users. [learn.microsoft.com]

View Shared Voicemails in Teams

If the shared voicemail is connected to a Microsoft 365 Group with Teams support:

1. Open Microsoft Teams.
2. Navigate to the Team or Channel associated with the call queue.
3. Open the Calls section or Channel where shared voicemail messages are delivered.
4. Select the voicemail message to:
   • Play the recording
   • Review voicemail transcription (if available)
   • Return the call [learn.microsoft.com]

View Shared Voicemails in Outlook

1. Open Outlook.
2. Navigate to the shared mailbox, Microsoft 365 Group, or distribution list associated with the call queue.
3. Open voicemail messages from the shared folder. [learn.microsoft.com]

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Change Call Queue Greetings (If Authorized)

Some Call Queue Managers can update greetings without requiring administrator assistance.

1. Open the assigned Call Queue.
2. Select Settings.
3. Open Greeting Settings.
4. Update the greeting or upload a new recording.
5. Save your changes. [support.mi...rosoft.com]

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Opt In or Opt Out of Call Queue Calls

If enabled by your organization:

1. Open Teams.
2. Select Settings.
3. Select Calls.
4. Under Call Handling and Routing, turn Allow people to opt out of taking calls on or off. [support.mi...rosoft.com]

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Troubleshooting

I Cannot Manage Queue Members

Possible causes:

• You are not assigned as an Authorized User.
• Your Teams Premium or voice application permissions are not configured.
• The queue is managed exclusively by IT. [support.mi...rosoft.com]

I Cannot See Shared Voicemail

Verify that:

• Shared voicemail is enabled on the call queue.
• You are a member of the associated Microsoft 365 Group, distribution list, or mail-enabled security group.
• The voicemail destination is configured correctly. [learn.microsoft.com]

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Quick Reference

Manage Queue Members

Teams → Calls → Call Queue → Manage Users and Groups

Access Shared Voicemail

 

Teams Channel / Microsoft 365 Group

OR

Outlook Shared Mailbox / Group Mailbox

Common Tasks

Task	Location
Add queue members	Manage Users and Groups
Remove queue members	Manage Users and Groups
Reorder queue members	Manage Users and Groups
View shared voicemail	Teams Channel or Outlook
Play voicemail	Open voicemail message
Change queue greeting	Greeting Settings (if authorized)

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References

• Microsoft Teams Support: Manage Your Call Queue and Auto Attendant Settings in Microsoft Teams [support.mi...rosoft.com]
• Microsoft Teams Learn: Manage Shared Voicemail [learn.microsoft.com]
• Microsoft Teams Learn: Setup - Call Queue [learn.microsoft.com]