Is it possible to set up users with extensions and no DID into a call queue resource account?

Question

Is it possible to set up users with extensions and no DID into a call queue resource account?

Jordan D 20

Context/Goal: Resource account (call queue) was created. It has the “main number” for the office attached to it. What I am looking to do is attach several agents to this call queue by extensions only, no DID.

From what I’ve seen I cannot add an extension only to a user without a number unless I do it within powershell? I was hoping to either get confirmation on this being true or get a way I can do this within TAC (or alternate without having to use powershell).

TDLR:

reaource account (call queue) 123.456.7890

agent 1 no DID extension 222 rings when 123.456.7890 is called-> so is agent 2 no DID extension 223

Jordan D 20 Reputation points

2026-03-06T16:22:03.9133333+00:00

This is great but I need to understand how do you put the users you want ring by the call queue in a group/channel together that is the agent source?

Answer accepted by question author

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Jordan D 20 Reputation points

2026-03-06T16:22:03.9133333+00:00

This is great but I need to understand how do you put the users you want ring by the call queue in a group/channel together that is the agent source?

Answer 1

Agents in a Teams Call queue do not need individual DIDs, and extension-only users can be members of a Call queue. The Call queue is always reached via its own entry point (the main number or an upstream Auto attendant), not by the agents’ extensions.

Key points based on current behavior:

Call queue entry point
- The resource account for the Call queue holds the “main number” (for example, 123.456.7890).
- When that number is called, the Call queue distributes the call to its agents according to the configured routing method (Longest idle, Round robin, etc.).
- Agents do not need DIDs for this to work.
Agents without DIDs
- Agents can be:
  - Users in a Teams group, or
  - Members of a Teams channel, or
  - Members of a security group / distribution list (depending on how the queue is configured).
- Those users can be extension-only (no DID assigned) and still receive calls from the Call queue.
Extensions vs. Call queue routing
- Extensions are for direct dialing (for example, via an Auto attendant with dial-by-extension) and for user identity; they are not required for the Call queue to ring the agents.
- The Call queue does not route based on the agents’ extensions; it routes based on membership in the group/channel configured as the agent source.
TAC vs. PowerShell
- Assigning a Direct Routing number with an extension to a resource account requires PowerShell (Set-CsPhoneNumberAssignment), but that is about the resource account’s number, not about agents’ extensions.
- For agents, there is no requirement in the provided material that extensions be added via PowerShell in order for them to be members of a Call queue.

So the scenario is supported as follows:

Resource account (Call queue) has the main number 123.456.7890.
Agent 1 and Agent 2 have no DIDs; they can be extension-only users.
Both are added as agents (via group/Teams channel/etc.) to the Call queue.
When 123.456.7890 is called, the Call queue rings Agent 1 and Agent 2 according to the queue’s routing rules, regardless of their lack of DIDs.

References:

Jordan D 20 Reputation points

2026-03-06T16:18:31.2133333+00:00

This is great but I need to understand how do you put the users you want ring by the call queue in a group/channel together that is the agent source?

Answer 2

Hi @Jordan D,

Welcome to the Microsoft Q&A forum.

It is great to see that the previous answer was helpful and that you have accepted the solution as answer. Before we dive into the next steps, was the initial setup for your call queue resource account successful? If you have run into any hitches or have further concerns regarding the extension-only configuration, please share the details.

Regarding your question on how to group users as the agent source for a call queue, there are a few ways to handle this within the Microsoft Teams Admin Center (TAC).

1/ Using a Microsoft 365 group or security group

This is often an efficient method if you want to manage agents in bulk without needing a specific Teams channel.

In the Microsoft 365 Admin Center: Create a Security Group or an M365 Group and add the agents (even those with only extensions) as members.
- Please refer to the official article Create, edit, or delete a security group in the Microsoft 365 admin center - Microsoft 365 admin | …
In the Teams admin center:
- Go to Voice > Call queues.
- Select your queue and go to the Call answering section.
- Choose Add users and groups.
- Search for the group you created and add it.

2/ Using a Teams channel

If your agents already work out of a specific team, you can link the queue directly to a channel.

In Team admin center, under the Call answering section of your Call Queue, select Choose a team > Add a channel.
Select the target channel (standard channels are fully supported).
It can take up to 24 hours to become fully operational.

3/ Adding users individually

If you only have a few agents (like Agent 1 and Agent 2 in your example), you can skip the groups entirely.
In the Call answering section, simply select Choose users and groups then choose Add users and search for their names directly. As long as they have a Teams Phone license, they will appear in the search and can be added to the queue.

Finally, configure the routing method (Round robin / Longest idle...) and if needed, presence-based routing (note: Longest idle enforces it).

I hope this information helps. Please try the steps and let me know whether they resolve the issue.

Thank you for your kindness and for contributing to the forum.

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Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-03-09T17:38:31.63+00:00

Hi @Jordan D,

Have a good day. May I kindly ask whether you have had a chance to review my previous response?

If you have any further questions, please feel free to contact me.

I look forward to hearing from you.
Jordan D 20 Reputation points

2026-03-09T20:24:25.4466667+00:00

Hello! Yes I got it all figured out thank you so much. My next issue is understanding how to set up shared devices (and if it’s possible to set it up similar to a resource account that blocks sign in so the password doesn’t expire but stays secure)
Ian-Ng 10,515 Reputation points Microsoft External Staff Moderator

2026-03-09T23:20:51.5933333+00:00

Hi @Jordan D,

Thank you for your confirmation.

Regarding your inquiry, shared devices in Microsoft 365 are typically set up using a dedicated Entra ID (Azure AD) account or by enrolling the device into Intune and applying shared‑device–focused policies. For scenarios where multiple users access the same physical device, you should manage the device rather than sharing a single user identity, as this improves security, auditing, and user experience.

If the goal is to prevent interactive sign‑in while keeping credentials secure (similar to a resource account), this can be achieved by blocking sign‑in on the account and using it only for background services, device enrollment, or application access where required. In modern tenants, passwords for cloud‑only accounts do not expire by default, and security should instead be enforced through Conditional Access, MFA, and device compliance.

Overall, there isn’t a supported model that combines “shared user sign‑in” with a permanently blocked, non‑expiring password for daily use. Managing access through devices and policies is the recommended and more secure approach.

I hope it clears your concerns. Should you have any further questions, please feel free to reach out.

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Is it possible to set up users with extensions and no DID into a call queue resource account?

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