How to Answer a Shared/Main line or Call Queue in Teams

If your department/office has a shared line in MS Teams that you will be responsible for answering, MS Teams has a simple process (see below.) A shared line is referred to as an “auto attendant” or a “call queue” in MS Teams.

Instructions

Handling an auto attendant or call queue call

Users will be able to differentiate incoming calls from an auto attendant or call queue before they answer the call. Along with the name and/or number of the caller, each call will include information about who the caller was trying to reach, giving users a better context for addressing the caller.

The following illustration shows how an incoming call from an auto attendant or call queue will appear to a user.

Once an auto attendant or call queue call is answered, the user can process the call like any other call — they can add or conference with another user or transfer the call to another party. Also, auto-attendant calls will be forwarded based on the user's configuration.