--- title: "Teams Phone: Call Queues / Hunt Groups" description: How call queues / hunt groups are used to call departments and teams and how to opt out and into calls from the call queue --- [Skip to content](https://help.stalbansdiocese.org/teams-phone-call-queues#main-content) English Show submenu for translations [![dioceseofstalbans-technology\_474x247-1](https://help.stalbansdiocese.org/hs-fs/hubfs/dioceseofstalbans-technology_474x247-1.png?width=192&height=100&name=dioceseofstalbans-technology_474x247-1.png)](https://help.stalbansdiocese.org/?hsLang=en) - [🎟️Raise Support Ticket](https://help.stalbansdiocese.org/tickets-new) - [🎫My Tickets](https://help.stalbansdiocese.org/tickets-view) - [🧠Knowledge Base](https://help.stalbansdiocese.org/) Open main navigation Close main navigation - [🎟️Raise Support Ticket](https://help.stalbansdiocese.org/tickets-new) - [🎫My Tickets](https://help.stalbansdiocese.org/tickets-view) - [🧠Knowledge Base](https://help.stalbansdiocese.org/) - English Show submenu for translations - [My Tickets](https://help.stalbansdiocese.org/tickets-view) [My Tickets](https://help.stalbansdiocese.org/tickets-view?hsLang=en) How can we help? - There are no suggestions because the search field is empty. 1. 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[Teams Phone](https://help.stalbansdiocese.org/software-services?hsLang=en#teams-phone) # Teams Phone: Call Queues / Hunt Groups ## How call queues / hunt groups are used to call departments and teams and how to opt out and into calls from the call queue **TEAMS PHONE SERIES:** [Contents \>](https://help.stalbansdiocese.org/software-services?hsLang=en#teams-phone) ### Contents - [What is a Call Queue / Hunt Group?](https://help.stalbansdiocese.org/teams-phone-call-queues#what) - [How to opt out and into receiving calls from the Call Queue](https://help.stalbansdiocese.org/teams-phone-call-queues#opt-out-in) - **[How to call from the Call Queue number \>](https://help.stalbansdiocese.org/teams-phone-calling#call)** - [How to view the Call Queue history](https://help.stalbansdiocese.org/teams-phone-call-queues#history) - [How to change the Call Queue behaviour](https://help.stalbansdiocese.org/teams-phone-call-queues#behaviour) - **[Teams Phone: Call Queue Numbers \> (sign in required) \>](https://help.stalbansdiocese.org/teams-phone-call-queue-numbers?hsLang=en)** --- ### What is a Call Queue / Hunt Group? A call queue is assigned to a department or team with its own dedicated phone number. Call queues are controlled by the IT Team. **Terminology:** Call queues are different from call groups and delegates: | **Feature** | **Call Queue** | **Call Group** | **Delegate** | | --- | --- | --- | --- | | **Managed by** | IT Team | You in Teams Settings \> Calls | You in Teams Settings \> Calls | | **For** | Departments | Individuals | Individuals | | **Phone Number** | Department | Own work number | Own work number | | **Make Calls?** | Yes for department members | No | Yes for people you specify | | **Receive Calls?** | Yes for department members | Yes for people you specify | Yes for people you specify | | **More Info** | See below | **[Teams Phone: Call Groups and Delegates \>](https://help.stalbansdiocese.org/teams-phone-call-groups?hsLang=en)** | | The benefits of using a call queue are: 1. Advertise one number that doesn't need changing if there's a change in personnel, roles or somebody is on leave. 2. Assign one or more users to the same number and add more users or remove users at any time. 3. Call out from the same number as your colleagues or department. 4. Do not call the users in the group whose status is not available (busy, do not disturb etc) 5. Use an auto attendant on the call queue so the caller hears option, chooses who to speak to and gets forwarded on automatically. --- ### How to opt out and into receiving calls from the Call Queue **Warning:** If everybody opts out then calls will go straight to voicemail. Ensure there is at least 1 nominated person to take the calls in your department. Call queues are assigned to your department's Microsoft Teams. By default all members of that Team will receive calls to that queue. If you wish to remove yourself from the queue or add yourself back on again you can opt out or opt in by doing the following: 1. In Microsoft Teams go to the 3 dots . . . next to your picture or initials in the top right. 2. Select **Settings** 3. Select **Calls** 4. On the right side you will see **Personal** and any **Teams** that have call queues that you belong to. 1. Select the **Team** you wish to opt out or into 5. Under **Call receiving** move the slider to off or on ![](https://help.stalbansdiocese.org/hs-fs/hubfs/image-png-Sep-12-2024-10-11-13-2140-AM.png?width=670&height=236&name=image-png-Sep-12-2024-10-11-13-2140-AM.png) --- ### How to call from the Call Queue number See: **[Teams Phone: Make & Receive Calls \> Call from the Calls Window \>](https://help.stalbansdiocese.org/teams-phone-calling?hsLang=en#call)** --- ### How to view the Call Queue history 1. In Microsoft Teams, select the **Teams** tab if it's visible in the left menu. Otherwise select the **Chat** tab and scroll down to **Teams and channels**. - To see both **Teams** and **Chats** in the left menu see: - **[Teams Training: Viewing Chats, Teams and Channels \>](https://help.stalbansdiocese.org/teams-training-chats-tab?hsLang=en)** 2. Choose the **General** channel of the relevant team of the call queue. 3. Select the **Calls** tab at the top and 3 options are available: 1. Select the **list** icon to view a history of past calls. 2. Select the **dialpad** icon to call from the Team. 3. Select the **agents** icon to view all the call queue members. 1. Opt in/out of the call queue by toggling the switch next to your name. ![](https://help.stalbansdiocese.org/hs-fs/hubfs/image-png-Jun-23-2026-10-19-22-0239-AM.png?width=670&height=226&name=image-png-Jun-23-2026-10-19-22-0239-AM.png) ![](https://help.stalbansdiocese.org/hs-fs/hubfs/image-png-Feb-03-2026-10-46-24-2073-AM.png?width=670&height=225&name=image-png-Feb-03-2026-10-46-24-2073-AM.png) --- ### How to change the Call Queue behaviour If you wish to change what happens when your call queue number rings, eg. number of rings before voicemail, please raise a support ticket. --- ### Call Queue numbers A list of all the department call queues can be found here: **[Teams Phone: Call Queue Numbers \> (sign in required)](https://help.stalbansdiocese.org/teams-phone-call-queue-numbers?hsLang=en)** --- ### **Additional Learning** **[Teams Phone: All IT Knowledge Base articles \>](https://help.stalbansdiocese.org/software-services?hsLang=en#teams-phone)** - [Communications](https://help.stalbansdiocese.org/communications?hsLang=en#main-content) - [Branding](https://help.stalbansdiocese.org/communications?hsLang=en#branding) - [Devices](https://help.stalbansdiocese.org/devices?hsLang=en#main-content) - [All Devices](https://help.stalbansdiocese.org/devices?hsLang=en#all-devices) - [Computer](https://help.stalbansdiocese.org/devices?hsLang=en#computer) - [iPhone, iPad & Android](https://help.stalbansdiocese.org/devices?hsLang=en#iphone-ipad-android) - [Personal](https://help.stalbansdiocese.org/devices?hsLang=en#personal) - [Links](https://help.stalbansdiocese.org/links?hsLang=en) - [Software & Services](https://help.stalbansdiocese.org/software-services?hsLang=en#main-content) - [Artificial Intelligence (AI)](https://help.stalbansdiocese.org/software-services?hsLang=en#artificial-intelligence-ai) - [Calendars & Tasks](https://help.stalbansdiocese.org/software-services?hsLang=en#calendars-tasks) - [CMS & Database](https://help.stalbansdiocese.org/software-services?hsLang=en#cms-database) - [Emails](https://help.stalbansdiocese.org/software-services?hsLang=en#emails) - [Files](https://help.stalbansdiocese.org/software-services?hsLang=en#files) - [Meetings](https://help.stalbansdiocese.org/software-services?hsLang=en#meetings) - [Finance](https://help.stalbansdiocese.org/software-services?hsLang=en#finance) - [Forms](https://help.stalbansdiocese.org/software-services?hsLang=en#forms) - [PDFs](https://help.stalbansdiocese.org/software-services?hsLang=en#pdfs) - [Printing & Scanning](https://help.stalbansdiocese.org/software-services?hsLang=en#printing-scanning) - [Security & Data Protection](https://help.stalbansdiocese.org/software-services?hsLang=en#security-data-protection) - [SharePoint & OneDrive](https://help.stalbansdiocese.org/software-services?hsLang=en#sharepoint-onedrive) - [Staff](https://help.stalbansdiocese.org/software-services?hsLang=en#staff) - [Teams](https://help.stalbansdiocese.org/software-services?hsLang=en#teams) - [Teams Phone](https://help.stalbansdiocese.org/software-services?hsLang=en#teams-phone) - [Video Conferencing](https://help.stalbansdiocese.org/software-services?hsLang=en#video-conferencing) - [Website](https://help.stalbansdiocese.org/website?hsLang=en) - [Contact](https://help.stalbansdiocese.org/contact?hsLang=en) [![Chill listening crop-3](https://help.stalbansdiocese.org/hs-fs/hubfs/apple-touch-icon-1.png?width=24&height=24&name=apple-touch-icon-1.png "Chill listening crop-3")](https://help.stalbansdiocese.org?hsLang=en) St Albans Diocesan IT Team Copyright © 2026, Diocese of St Albans