The setup for queues is done in the Microsoft Teams admin center. Most of the configuration settings are supported with the Mirage Teams Connector Service.

Select Voice / Call Queues

The queue setup is outlined in the MS-Teams online help. Here only differences between native MS-Teams inbuilt queue handling and the Mirage Teams Connector Service are explained.

The queue name is visible in the CTI Data Connector SoftPhone for outbound line selection.

It is mandatory to add at least one Resource Account here. The number is then visible in the CTI Data Connector SoftPhone for outbound line selection.

Multiple caller IDs are supported.

An audio file must be converted and uploaded to Azure. A greeting message is not supported. You need to convert the greeting message to an audio file using text to speech.

The custom audio file must be converted and uploaded to Azure.











Choose a team

All options - channel, group or individual user are supported.





Conference Mode

Skype for Business is not supported







See details about routing method



It is highly recommended to enable this option. See Presence state in queues







Call overflow routing is not supported. All callers will be added to the queue.











The following options for forwarding must be changed:

•For Shared Voicemail - Create a separate call queue and redirect to Shared Voicemail directly after 0 seconds. Then enter the number of the call queue for Shared Voicemail in the main queue as redirect to external number.

•Redirect call to Voice APP - use redirect to external phone number (assigned number to the resource account)