---
title: Call Queu Configuration
slug: sync/call-queu-configuration
icon: {"faIcon":"fa-solid fa-phone"}
docTags: 
createdAt: 2026-09-25T12:44:25.757Z
---

## Sync queues

By default, only queue and auto-attendant calls made after the integration will sync to Salesforce. To sync all your call queue and auto-attendant calls to Salesforce:

1. In the** Admin Portal**, navigate to the** Manage Queue** tab.
2. Click **Sync Queue**.

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3. This will now pull all your Teams resource accounts into the **Manage Queue** page.

:::hint{type="warning"}
If this fails with a permission error, ensure that the **Sync Enterprise Application** was successfully deployed in your tenant. 
:::

## Link queues

Once the queues have synced, you can pick and choose which queues to sync to Salesforce. The example below links the *Customer Support Queue* as well as the two overflows:

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A side panel will show how many queues are being linked. Use it to select which Salesforce org to sync the queues into.

If you have multiple Salesforce orgs (for example, a production and sandbox org), both will be listed here too, and you can select which org to sync the queue calls into. Once selected, click **Next: Assign Owner.**

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Click the **Next: Assign Call Owner **button. This will display the list of Salesforce users form the **Manage Users** screen and Salesforce user queues, and click **Link & Assign.**

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The three queues are now linked. In the screenshot below, you can see the Salesforce org that the queue call will sync into, the missed call owner, and the Matched Record Assignment” toggle:

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You can unlink a queue and / or reassign the missed call owner using the actions to the right of the queues:

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## Matched record assignment

If **Matched Record Assignment** is enabled, any calls will be assigned to the Salesforce agent who owns the matched caller record in Salesforce, and the **Missed Call Owner** will only be used as a fall-back.

For example, if the contact *John Bond* called into the support queue above, and the call was *missed*, **Matched Record Assignment** assigns the missed call task to the *OrgFarm EPIC* Salesforce user, as they own the record:

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If **Matched Record Assignment** is disabled, then this missed call task would be assigned to *Josh Sword* (the **Missed Call Owner** in the **Admin Portal**).

:::hint{type="info"}
If the queue call is answered by a Teams agent, then the call **Task** will be assigned to the agent that answered the call. All above settings (record owner and missed call owner) will be ignored. These settings are for missed calls only.
:::