Configuring Teams Auto Attendants and Call Queues

Managing incoming organizational calls efficiently is critical for delivering excellent customer service and internal support. This text-based course guides you through the foundational concepts and practical steps to design and implement automated call routing. You will transition from understanding basic cloud voice concepts to confidently configuring functional call flows. By learning how to set up routing rules, custom greetings, and business hours, you will ensure callers connect with the right agents without manual intervention. What you'll learn: - Understand foundational voice routing concepts, resource accounts, and licensing requirements - Design structured call flows that handle business hours, holidays, and after-hours routing - Configure interactive voice response systems using multi-level auto attendants - Set up call queues with custom distribution methods, music on hold, and overflow settings - Apply modern troubleshooting and testing strategies to verify your call flows work as intended The course begins with core telephony terminology and prerequisite setup before guiding you step-by-step through configuration scenarios. You will learn through clear, written explanations and structured routing examples. This course is designed for IT support specialists, system administrators, and communication coordinators who are new to Teams voice management. No prior telephony experience is required. Start reading today to optimize your organization's inbound call management.