Call Groups in Microsoft Teams Voice


What are Call Groups in Microsoft Teams Voice?

Call Groups are user-assigned groups of Teams users that can receive calls on behalf of the group creator. The group can consist of up to 25 other Teams users. To share calls with others, a user creates a Call Group and adds the users they want to share their calls with. They can opt for the calls to either call them and the group at the same time or just divert all calls to the group and not ring themselves at all. A pilot number cannot be used for a Call Group. There are some limitations to Call Groups so please review these at the bottom of the article before creating your Call Group.

This article covers: 

How Call Groups can be used

Call Groups in Microsoft Teams enable Teams Voice users to manage who can receive calls on their behalf. To share calls with others, a user must create a Call Group and then add the users they want to share the calls with to that group. Users are notified when they are added to a Call Group.  

As an end user you are responsible for setting up and managing your own Call Group through your Teams client. You can use Call Groups to either:  

  1. Ring yourself and the group members at the same time
    or
  2. To forward your calls onto the group members without ringing your own account first  

Note: by default if a user who is part of a Call Group is already on a call and a new call comes through from a Call Group or user they will not receive a new incoming call notification.  

How to set up a Call Group where it rings you and the Call Group at the same time 

You can use a Call Group so that when you receive an incoming call in Microsoft Teams it also calls a group of people you have specified at the same time. This may be useful if you are a manager of a team and wish to share all your incoming calls with your team. 

  1. In the upper right corner of the Teams client, select … > Settings and then Calls.
  2. Select Calls and under Under Call answering rules, select Calls ring me.
  3. In the Also ring menu, select Call Group.
  4. Under Add people, add the people you want in your Call Group. You can add up to 25 people.
    Note: You need to add people from your organization by searching by name. Searching by phone number is not supported.

  5. Go to the Ring order menu. From here you can decide if you would like the call to ring everyone in the group ‘All at the same time’ or ‘In the order above’ to call people in list order in 20-second intervals.  
    Note: If your Call Group has six or more people, incoming calls will ring all of them at the same time.

  6. Save. 

Note: All users added to a Call Group receive a notification in their Teams client. 

How to set up a Call Group where it forwards your calls on to the group without ringing your own account first 

You can use a Call Group so that when you receive an incoming call in Microsoft Teams it does not call you but calls a group of people you have specified instead. This may be useful if you are a manager of a team and you are going on holiday so would like your incoming calls to go to your team in your absence. 

  1. In the upper right corner of the Teams client, select … > Settings and then Calls.

  2. Below Call answering rules, select Forward my calls, and open the dropdown menu by selecting Voicemail.

  3. Select the Call Group to open a Call Group new window.
  4. Use the search field below, add the users that you want to add to the Call Group.
    Note: You need to add people from your organization by searching by name. Searching by phone number is not supported.
  5. Go to the Ring order menu. From here you can decide if you would like the call to ring everyone in the group ‘All at the same time’ or ‘In the order above’ to call people in list order in 20-second intervals.  
    Note: If your Call Group has six or more people, incoming calls will ring all of them at the same time.

  6. Save. 

Note: All users added to a Call Group receive a notification in their Teams client. 

Limitations of Call Groups 

  • A user must be enabled for Teams Voice to be able to create a Call Group.
    To check if you are enabled for Teams Voice please: Open your Teams Client > select Calls from your left-hand tool bar > if a dial pad shows you have been enabled for Teams Voice and you can use Call Groups.  
  • Students will not be able to create or be a member of Call Groups. 
  • Each user can only be the owner of one Call Group. 
  • The group can consist of up to 25 other Teams users.
  • Note that mobile devices will only get notified if they're set for banner and ringtone notifications.  
  • A pilot number cannot be used for a Call Group. It has to be a Teams User’s telephone number that then directs the calls to the group.  

Related Articles and Further Resources

KB0015495 - What is Microsoft Teams Voice?

KB0015736 - Teams Voice - FAQs

For more guidance on Call forwarding, Call Groups, and simultaneous ring from Microsoft please follow this link.