Licencing Microsoft Teams Call Queues and Auto Attendants to support phone numbers


A licence is required for Call Queues and Auto Attendants that have phone numbers associated to them. Previously you had to assign a paid for Phone System licence, but now we have the option to acquire a free ‘Phone System – Virtual User’ licence. Here’s the process…

From your Microsoft 365 tenant go to ‘Billing’ -> ‘Purchase Services’. If the available licences are not immediately shown, click ‘View Products”:


Look for ‘Phone System – Virtual User’ under the add-on’s category, then select ‘Details’ – Searching ‘Virtual’ is a quick way to find it:

Select ‘Buy’:

Select the number of licences you want based on how many Auto Attendants or Call Queues you will be assigning phone numbers. I typically add a bunch of extra licences to use for the future. You’ll also want to un-tick ‘Automatically assign to all of your users with no licenses’. I’d also recommended selecting ‘Pay for a full year’ to avoid monthly zero-rated invoices! Once you’ve made your selections, select ‘Check out now’:

Once you have acquired the licences, you can create the Resource Accounts required for Auto Attendants and Call Queues from the Microsoft Teams admin center:

Then, like you would for any old user, assign the licences you just acquired to the Resource Accounts, so they are ready to associate to your Call Queues and Auto Attendants. When you assign the licence make sure you select your location too:

Now, just associate the Resource Account to the applicable Auto Attendant and Call Queue:

Hope that helps, any questions just ask below.



  1. Hello Andrew,
    Great news!
    Is there any impact to replace the current resource account with the old license to the new phone system virtual user?


  2. Very useful licensing info, thanks Andrew. Would you happen to know if the new ‘Phone System – Virtual User’ licences count towards the maximum amount of service number numbers available? Or do you still need “phone system” and “audio conferencing” licenses to bump that service number limit up?

    I’ll paste a brief snip from the online guide for this:

    “….The number of [Service] phone numbers is equal to the total number of Phone System and Audio Conferencing licenses and uses the following:
    If there are 1-25 licenses then 5 telephone numbers are given.
    If there are 26-49 licenses then 10 telephone numbers are given.
    If there are 50-99 licenses then 20 telephone numbers are given.
    If there are 100-149 licenses then 30 telephone numbers are given. ….”

  3. Hi,

    Thx for this post.
    Is this the only License needed for Call Queue and auto attendant ? and if yes those Call Queue and auto Attendant will be reachable from the PSTN ?



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