Microsoft has removed the need for a resource account license for Auto Attendant services and call queues in Teams, simplifying their management by administrators and users alike. This update aims to make incoming call management simpler and more cost-effective for businesses, by removing a step often perceived as costly and time-consuming.
What is an Auto Attendant and a call queue?
Auto Attendant is an automatic response tool that guides incoming calls according to the customer’s choices, such as redirecting them to a specific department. Call queuing, on the other hand, ensures efficient management of calls by placing them on hold, with greeting and hold messages, before being directed to the first available agent. If you’d like more information on setting up an auto attendant and call queue in Microsoft Teams, please read my previous article. 👉 Automatic switchboard & queue > JD. Blog
These features are essential for companies with a high volume of calls, as they smooth the customer experience by reducing waiting times and optimizing call distribution.
Greater simplicity and flexibility
Prior to this change, companies had to assign a resource account license to resource accounts linked to Auto Attendant and call queues. This requirement added extra costs and required more rigorous administrative management. Now, Microsoft Teams no longer requires a dedicated license for these accounts, greatly simplifying the deployment and maintenance of these features.
Please note that we’re talking about “automatic switchboards and call queues nested“. Auto attendant and/or nested call queuing are systems that do not directly handle telephone calls.
Conclusion
By removing the resource account licensing requirement for Auto Attendant and call queuing, Microsoft is making life much simpler for administrators and optimizing costs for businesses. It’s an initiative that enhances efficiency and flexibility, while reinforcing the appeal of Microsoft Teams as a business communications platform. For companies looking to streamline their infrastructure while maintaining a high level of customer service, this development is particularly welcome.
