Then you can use the group email address for voicemails, without this group creation process. If you want to create a team for the group members – this makes sense for IT Helpdesk, for example – I’d suggest creating the team via Teams so you can get that configuration setup properly. You’ll likely want to select “Private” for the privacy type, otherwise anyone in your organization can add themselves to the group, and thus get access to the voicemails.Īnd lastly, you don’t need to create a Team for the group. If this is a group solely for voicemail for an Auto Attendant or Call Queue, consider using the same naming scheme here as the Resource Account for the AA or CQ, and add “-vm” to the end of it. Here you get to select the group email address. Members (and owners) will have access to the group mailbox. Owners are also automatically considered members, you don’t need to add them again. Make sure that anyone who is made a group owner knows about this.Īdd the members of the group here. Be careful here, group owners can modify group membership from Outlook. Give the group a meaningful name, and expand upon it in the description as you see fit. That’s your only option for Auto Attendant and Call Queue voicemail. Here, you’ll want to choose Microsoft 365 group. When an M365 group is created (or modified), there are a few settings that I like to review with customers, as they can have impact ranging from “annoying” to “holy cow what just happened”.
From the perspective of Teams, you can safely assume that Exchange shared mailboxes have been replaced with M365 group mailboxes. Call Queues and Auto Attendants cannot deliver to Exchange shared mailboxes. Note that Microsoft 365 group mailboxes are not the same thing as Exchange shared mailboxes. Keeping everything the same makes support easier. Microsoft 365 groups are what I typically see, even if a personal mailbox might make sense in some circumstances. Usually, if a call hits a Call Queue or Auto Attendant it’s a team, office, or organizational number that was called and so sending voicemails to the mailbox of just one user doesn’t fit this scenario. The difficulty I see with this option otherwise is that a user’s personal mailbox leaves little option for delegation or access should that user be out for vacation, sickness, or whatever other reason. This works when there is a low volume of voicemail, or if you want callers to be able to reach the user’s voicemail but not to actually ring the user – perhaps a municipality? The best case for this is in a boss-admin delegation scenarios, where if the admins in the call queue don’t answer the call, it should go to the boss’s voicemailbox. Let’s talk through each option and discuss why you would or wouldn’t want to use each.įirst, Call Queue transfers to a user’s personal voicemail box.
Call Queues will also allow you to forward calls directly to a user’s voicemail box. Teams Auto Attendants and Call Queues have the ability to deliver voicemails to Microsoft 365 group mailboxes. I will absolutely head here first if I have a user with no dialpad, rather than splunk around inside Teams looking to solve the problem on my own – I’m not lazy, I’m efficient! However, I still feel that this is an absolute goldmine for organizations and admins new to Teams, and also grizzled veterans like myself. And if you’re a Direct Routing user, you need to make sure you have a Voice Routing Policy assigned, and that needs to be a valid Voice Routing Policy, and not just some random placeholder you’ve created.
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If you’re not a Calling Plan user, you reaaaaly don’t want a calling plan license assigned. For example, the insights list “make sure the user has a calling plan assigned”, and that would only be true for Calling Plan users, and not Direct Routing or Operator Connect users. And finally, right up top is a lovely area where you can enter the username or email address for your problem user and Teams will diagnose it for you, letting you know if it’s found something that’s wrong. There’s also recommended articles for deeper learning. So, click on it.Īnd how awesome is this? There are “Insights”, letting you know what’s required for the dialpad to be visible. On the right, you see a list of common issues. Head to and you’ll see a widget that looks like this:Ĭlick on one of the 5 topic areas on the left. Microsoft has quietly released what I think is one of the most amazing features to ever hit Teams.
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