A caller reaches the company number and an auto attendant sends the call to a queue. Yet an after-hours transfer to a mobile fails. The free Teams Phone Resource Account licence covers the voice application’s account; outbound calls to the public telephone network have additional requirements.
Teams Phone licensing is often reduced to “buy Phone System for everyone”. That confuses employees, the auto attendant, call queues, a shared reception phone and the service connecting Teams to the public telephone network. Each has a different role. A change effective 1 November 2025 also makes older advice about putting a standard Calling Plan on a resource account misleading. Microsoft’s current prerequisites distinguish inbound calls, external transfers and outbound calls made on behalf of a queue.
This guide covers telephone auto attendants and call queues. Teams Rooms for meetings and an employee’s personal phone are separate scenarios. Number availability and product options vary by country and operator.
Separate the four accounts and services
A resource account is the identity used by a Teams auto attendant or call queue. Every resource account needs its own Microsoft Teams Phone Resource Account licence, even if it has no phone number. The licence is free but must still be ordered and assigned; it does not license an employee. The tenant also needs at least one Teams Phone licence to enable auto attendants and queues. Resource accounts must remain disabled for sign-in. See Microsoft’s prerequisites.
A call queue agent is a person handling calls. Their Teams Phone and voice rights are separate from the resource account’s. Microsoft says agents receiving queue calls must have Enterprise Voice enabled; other requirements depend on transfer and routing settings. The free resource account licence does not cover agents.
PSTN connectivity determines how Teams reaches the public telephone network: Microsoft Calling Plan, Operator Connect or Direct Routing. These are different connection models, not three names for one licence. Check Microsoft’s overview and regional availability.
A common area phone is a physical device used by several people, such as a reception phone. Microsoft documents Teams Shared Devices and a different account type for this scenario. Assigning a voice application’s free resource licence will not license the device sign-in. See the common area phone guidance.
| Component | Key question | Typical check |
|---|---|---|
| Auto attendant or call queue | Does it use a resource account? | Free Teams Phone Resource Account licence and app assignment |
| Agent handling calls | Are their voice rights in place? | Teams Phone, Enterprise Voice and scenario-specific rights |
| Shared reception phone | Is this a device rather than a voice app? | Teams Shared Devices and the device account |
| Public network connection | Who provides the number and outbound route? | Calling Plan, Operator Connect or Direct Routing |
This is a starting checklist, not a complete licence bundle for every agent. The details depend on the call flow and enabled features.
A free resource licence does not fund outbound calls
A resource account that only receives calls and routes them within Teams does not automatically need a Microsoft Calling Plan, as Microsoft explains. Transferring a call to an external mobile, initiating a callback or allowing an agent to call “on behalf of” a queue number creates an outbound PSTN scenario. Funding or routing requirements then depend on the number type.
For Microsoft-provided numbers, Microsoft’s current rules call for a funded pay-as-you-go licence, Communications Credits or the applicable New Commerce telco PAYG arrangement. Since 1 November 2025, a standard Calling Plan on a resource account is no longer supported as a substitute for these outbound scenarios. That is why inbound calls may work while forwarding to a mobile fails.
With Operator Connect, outbound behaviour depends on the assigned number and the carrier’s configuration. Microsoft’s basic table lists no further resource account requirement when an Operator Connect number is assigned, but its 2025 guidance calls for coordination with the operator for certain outbound scenarios. A number assignment alone does not prove that forwarding will work.
With Direct Routing, check the online voice routing policy and the actual path through the session border controller and carrier. Microsoft notes that assigning a number to the resource account can be optional in an outbound scenario. Some queue agents also need additional routing policy or Audio Conferencing rights for transfers. Do not apply Calling Plan rules to Direct Routing.
When a nested queue needs no extra resource account
Consider a public number → auto attendant → internal call queue. It may appear that every step needs an account. Microsoft’s nested call-flow guidance distinguishes a direct link to a voice application from a link through its resource account. A queue reached directly from the first application that answered the call may not need its own resource account, even if it later transfers the call externally. The first application’s resource account remains licensed.
This is not a universal shortcut. If you route through a resource account, that account needs its own licence. Microsoft also notes that authorised users cannot edit accountless nested queues in the Queues App. A separate public number, independent inbound flow or delegated administration can change the design. Draw the call flow before deciding how many accounts to create.
Map each branch: which application answers first, where the transfer decision is made and which number is used for the outbound leg. That identifies the resource account to test.
Diagnose inbound success and outbound failure
- Record the call flow. External caller → number → auto attendant → queue → agent, external destination or callback. Include business hours and holidays.
- Identify the number type. Microsoft Calling Plan, Operator Connect or Direct Routing determines which checks apply.
- Check the resource account. Confirm its voice application assignment and Teams Phone Resource Account licence.
- Check the outbound path. Verify funded PAYG, Communications Credits or NCE telco PAYG for Microsoft numbers; operator setup for Operator Connect; routing policy and carrier path for Direct Routing.
- Check the destination. Use the correct international format and confirm that calling policies allow the number.
- Run separate tests. Test inbound, external transfer and outbound on-behalf-of calls. Record the time, exact error and outcome.
Microsoft’s reference guide identifies where in the Teams admin centre to find queues using on-behalf-of calling and external transfers. Do not start by buying Teams Premium: it can be required for the Queues App, but it does not by itself fund outbound PSTN calls. Our Teams Premium and Rooms guide covers those different products.
A practical example
A hypothetical company has a main number on an auto attendant. During business hours it transfers calls to support; after hours it forwards them to a manager’s mobile. The resource account has its free licence. Daytime calls work but evening forwarding fails. If the number comes from Microsoft Calling Plan, the administrator should check the funded outbound PSTN arrangement for the relevant resource account—not order a second free licence. With Operator Connect or Direct Routing, the carrier configuration or voice routing policy becomes the next check.
The example does not identify a specific SKU or price without the country, carrier and number configuration. It illustrates the difference between answering a call and placing its outbound leg.
Frequently asked questions
Is the Teams Phone Resource Account licence really free?
Microsoft lists it at no cost, but each resource account must have it assigned. It does not license queue agents or cover outbound PSTN charges.
Does every resource account need a phone number?
No. The resource account needs its licence even without a number. A voice application that receives public calls needs a reachable number and PSTN path appropriate to its design.
Is a standard Calling Plan enough to transfer calls to a mobile?
For Microsoft-provided numbers, follow the rules in effect since 1 November 2025: outbound calls on behalf of a resource account require funded PAYG, Communications Credits or the applicable NCE telco PAYG arrangement. Operator Connect and Direct Routing have different requirements.
Does an internal queue always need its own resource account?
No. A queue nested directly behind the application that answered the call may not need one. If you create a resource account, however, it needs a licence; some delegated management features also require one.
Is a reception phone the same account type as an auto attendant?
No. A common area phone uses a device account and Teams Shared Devices. An auto attendant’s resource account is the identity of a voice application.
What to document before ordering
Draw the call flow and list people’s licences, resource account licences, phone numbers and PSTN connectivity separately. Test at least one real inbound and one outbound scenario. A Teams Phone failure may be caused by carrier routing or a voice routing policy rather than a missing licence. Order against the actual topology, not the number of icons in the Teams admin centre.
