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Teams – Manage Your Auto Attendant and Call Queue Settings

Teams – Manage Your Auto Attendant and Call Queue Settings

At Florida Poly, many departmental phone lines route through Microsoft Teams as auto attendants and call queues. If ITS has set you up as an authorized user for one of these lines, you can update its greetings, hours, and queue settings yourself, directly in Teams — without opening a ticket for every change.

This article is for staff who have been authorized by ITS to manage a specific auto attendant or call queue. You don't need any admin access — everything happens in your normal Teams app. You'll only see options for the lines you've been authorized for, and only the settings ITS has enabled. If you don't see something described below, it's outside what's been turned on for you; see Need help? at the bottom of this page.

What are auto attendants and call queues?

An auto attendant is an automated receptionist. When someone calls the line, it answers and either routes the call directly or plays a menu ("Press 1 for Admissions, press 2 for the Registrar…"). Auto attendants can play different greetings for business hours, after hours, and holidays.

A call queue is a waiting line. Callers hear a greeting and hold music while the call is offered to a group of people (for example, everyone who answers a department's main line). The queue also controls how calls are distributed among those people.

The two are often combined: an auto attendant answers the main number and menu, then sends callers to the right call queue.

What you can change

Your access covers the items below for the auto attendants and call queues you're assigned to.

Greetings

For an auto attendant:

  • Business hours greeting

  • After hours greeting

  • Holiday greeting

For a call queue:

  • Welcome greeting

  • Music on hold

  • Shared voicemail greeting for call overflow

  • Shared voicemail greeting for call timeout

  • Shared voicemail greeting for no agents

Hours, queue management, and reports

These options require a Teams Premium license (through the Queues app). For an auto attendant:

  • Business hours (hours of operation)

  • View real-time and historical call metrics for the auto attendants you're authorized for

For a call queue:

  • Membership — add or remove the people who answer the queue

  • Opt agents in or out of the queue

  • Agent routing method (how calls are distributed among agents)

  • Presence-based routing

  • Allow agents to opt themselves out of the queue

Update a greeting

  1. In the Teams desktop app, select Settings and more (···) near the top, then Settings.

  2. Select Calls.

  3. At the top of the screen, choose the Auto attendant or Queues tab, then select the specific line you manage.

  4. Find the greeting you want to change and choose one of:

    • Add a greeting message — type your text and Teams will read it aloud.

    • Play an audio file — upload an MP3, WAV, or WMA file under 5 MB.

  5. Select Save.

You'll only see the auto attendants, call queues, and greeting types that ITS has authorized for you, so your screen may show fewer options than you'd expect — that's normal.

Holiday greetings

On a holiday, you can change the greeting callers hear — update it the same way as any other greeting. The holiday schedule itself (the dates and hours) is managed by ITS, so if a holiday needs to be added or its dates changed, submit a request.

Change hours, queue membership, or view reports

If you have a Teams Premium license, the hours, queue-management, and reporting options above are managed through the Queues app in Teams. Open the Queues app and select the auto attendant or call queue you manage, then adjust the setting you need.

Need help?

If you need to be added as an authorized user, need a new auto attendant or call queue built, need a holiday added or its dates changed, or aren't seeing the options you expect, contact the ITS Help Desk: Submit a Ticket or call us at (863) 874-8888.