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How to Configure Microsoft Teams Direct Routing and VoIP Call Queues for Brisbane Small Businesses

Communications KB-810

Summary

This guide helps you troubleshoot and resolve: How to Configure Microsoft Teams Direct Routing and VoIP Call Queues for Brisbane Small Businesses. Follow the steps below to fix the issue.

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Common Causes

Microsoft Teams Direct Routing allows your Brisbane small business to connect your existing phone lines to Teams, replacing traditional PBX hardware. Combined with VoIP call queues, you can manage inbound calls efficiently, route customers to the right department, and maintain professional communications without expensive on-site equipment.

Prerequisites

Before beginning, ensure you have:

Configure Direct Routing

Step 1: Verify SBC connectivity

  1. Sign in to the Microsoft Teams admin centre at https://admin.teams.microsoft.com.
  2. Navigate to Voice > Direct Routing.
  3. Confirm your SBC is listed and shows a status of Online.
  4. If the SBC is offline, contact 220 Internet Services to verify your SIP trunk and firewall rules.

Step 2: Assign phone numbers to users

  1. In the Teams admin centre, go to Voice > Phone numbers.
  2. Select an unassigned number and click Edit.
  3. Under Assigned to, search for and select the user.
  4. Click Save.
  5. Repeat for each user requiring a direct dial number.

Tip: Use Australian number formats (e.g., +61 7 3xxx xxxx for Brisbane) when provisioning numbers.

Step 3: Enable Direct Routing for users

  1. Go to Users > Manage users.
  2. Select the user and click the Voice tab.
  3. Set Direct Routing as the routing method.
  4. Assign the appropriate phone number.
  5. Click Save.

Configure VoIP Call Queues

Step 4: Create a call queue

  1. In the Teams admin centre, navigate to Voice > Call queues.
  2. Click Add.
  3. Enter a Name (e.g., Brisbane Sales) and optional Description.
  4. Under Phone number, select the number customers will dial.
  5. Choose how calls should be distributed:
    • Attendant: Rings all agents simultaneously.
    • Serial: Rings agents one at a time in order.
    • Round robin: Distributes calls evenly among available agents.
    • Longest idle: Routes to the agent who has been idle the longest.
  6. Set Maximum calls in queue and Timeout action (e.g., voicemail or disconnect).
  7. Click Save.

Step 5: Add agents to the call queue

  1. Open the call queue you created.
  2. Under Agents, click Add agents.
  3. Search for users and select those who should answer queue calls.
  4. Click Add.
  5. Set each agent's Call answer mode (e.g., Alert or Auto answer).
  6. Click Save.

Step 6: Configure greeting and hold music

  1. In the call queue settings, select Greeting.
  2. Upload an audio file (.wav, .mp3, or .wma) or use text-to-speech.
  3. Under Hold music, choose a default track or upload your own.
  4. Click Save.

Caution: Changing a call queue's phone number may disrupt inbound call flow. Test with a mobile phone after saving changes.

Test Your Setup

  1. Call your business number from an external mobile phone.
  2. Verify the greeting plays and the call routes to the correct queue.
  3. Answer the call from a Teams client on desktop or mobile.
  4. Test transfer and hold functionality within the active call.
  5. Confirm voicemail captures unanswered queue calls after the timeout period.

Troubleshooting

Calls not reaching the queue

Agents not receiving queue calls

One-way or no audio

If you need assistance with SBC configuration, number porting, or advanced call flow design, Open a Ticket with 220 Internet Services support.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket

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