Auto Attendant and Call Queue Shared Voicemail Box Solutions

Auto Attendant and Call Queue Shared Voicemail Boxes

Usually, if a call hits a Call Queue or Auto Attendant it's a team, office, or organizational number that was called and so sending voicemails to the mailbox of just one user doesn't fit this scenario. Microsoft 365 groups are what I typically see, even if a personal mailbox might make sense in some circumstances.

Learn how to configure and manage Shared Voicemail for Auto Attendants and Call Queues .

How to Setup an Auto Attendant and Call Queue in Microsoft Teams with a ...

The purpose of this article is to explain how to setup an auto attendant and call queue in Microsoft Teams with a shared mailbox as the voicemail target. A brief explanation of auto attendants and call queues by Microsoft: " Auto attendants allow you to set up menu options to route calls based on caller input.

Shared Voicemail is a feature in MS Teams that allows calls to be directed to a designated Office 365 group of users. When setting up an auto attendant or call queue , you have the option to assign them to this shared group, functioning as a collective mailbox that will receive all incoming voicemails .

The Ultimate Teams Shared Voicemail Solution

The second reason I built it like this is that the name of the auto attendant includes the keyword On Call . Because the on- call call queue uses the same naming convention.

A new auto attendant which is set to redirect all calls to voicemail and a resource account to use with the new auto attendant . The reason you need a resource account is because call queues can only redirect calls to a person or a voice app. And the only way to direct to a voice app is by using an associated resource account.

The Ultimate Teams Shared Voicemail Solution

Call Flow Diagram This is the example scenario. A relatively simple call flow with an auto attendant which routes calls to a call queue during business hours and redirects to a second auto attendant after hours. The second auto attendant offers callers a choice to either leave a message or get connected to the on- call service.

Zoom Phone admins can share the voicemail inboxes of phone users, call queues , auto receptionists, or shared line groups, allowing other phone users to access voicemail messages.

How to deliver Microsoft Teams voicemails to a shared mailbox

Final thoughts Microsoft Teams Phone continues to improve, but voicemail delivery remains a limitation for organizations that already rely on shared mailboxes. Until Microsoft provides native support for shared mailbox voicemail , Exchange Online transport rules are one effective way to bridge the gap and support real-world call queue workflows.

Resource account - Choose the resource account associated with the Teams Phone Agent, Auto Attendant or Call Queue when choosing this destination. Voicemail - the voice mailbox associated with a Microsoft 365 Group that you specify.