How do I create a Lead in a call que? I only see an option to add an Authorized User.

Question

How do I create a Lead in a call que? I only see an option to add an Authorized User.

Kay K 0

I am trying to add a Lead person to a call cue but I only get an option to add an Authorized User. How do I go about creating a Lead?

0 comments

2 answers

Your answer

Answer 1

Good day Kay,

In Microsoft Teams, there is no separate Lead role for a Call Queue. The person who acts as a lead or supervisor is added as an Authorized User.

If someone needs to manage the Call Queue, please follow these steps:

Note: These steps require the appropriate administrative privileges. If you don't have sufficient permissions, please contact your Teams administrator or Global administrator for assistance.

Open Teams admin center > Go to Voice > Voice applications policies.

Create a new policy and enable the permissions required for managing the Call Queue.

Assign the policy to the user.

Go to Voice > Call queues.

Open the relevant Call Queue.

Under Authorized users, add the user and save the changes.

User's image

The user must be assigned both the Voice applications policy and the Authorized User role to manage the Call Queue.

If the person only needs to answer calls, you can add them as an Agent in the Call answering section instead.

User's image

Agents handle incoming calls, while Authorized Users can manage permitted queue settings.

If advanced supervisor features such as queue monitoring, agent management, or reporting are required, your organization can also use the Queues app in Teams, provided the necessary licensing and permissions are assigned. Please note that the Queues app isn't currently supported in the Teams web client. Users will need to access it through the Teams desktop application.

Additional information is available in the following resource: Setup - Authorized Users - Microsoft Teams | Microsoft Learn

I hope this information is helpful. If you have any questions, please don’t hesitate to reach out at any time.

Thank you for your patience and understanding.

If you have any extra questions about this answer, please click "Comment".

Answer 2

A Lead in this scenario is an authorized user for the call queue, not a separate call queue role that is created in the call queue setup UI.

To give someone lead/supervisor-style access:

Make sure the user is set up as an authorized user.
Create a Teams voice applications policy that grants the specific capabilities needed, such as:
- changing call queue membership
- changing greetings
- changing call routing rules
- viewing real-time and historical reporting
Assign that voice applications policy to the user.
In the call queue, go to Step 8: Authorized users and add that user.

Important behavior:

A user must have both a voice applications policy and be assigned as an authorized user on at least one call queue or auto attendant.
If the user only has the policy, they still can’t make changes.
If the user is only added as an authorized user but has no policy, they still can’t make changes.
A maximum of 15 authorized users can be assigned to a call queue.

If the goal is to make the person a queue member who answers calls, that is different from an authorized user. The material provided here only covers the authorized user / lead-style management setup.