Microsoft Teams Phone — After-Hours Setup
How to forward after-hours calls to PupPilot on Microsoft Teams Phone.
IT-Assisted Setup
Teams Phone configuration requires Teams Administrator or Global Administrator privileges. Most clinics will need their IT admin to make these changes.
How Microsoft Teams Phone Works
Microsoft Teams Phone is a UCaaS extension of Microsoft 365. Call routing is managed through the Teams Admin Center at admin.teams.microsoft.com. Key concepts: Auto Attendant (IVR with time-based routing), Call Queues, Resource Accounts (required for Auto Attendants and Call Queues), and Phone Number Assignment. Teams Phone typically requires IT Admin involvement.
Call Flow
Open Hours
Caller
Main Number
Auto Attendant
Desk phones ring
After Hours
Caller
Main Number
Auto Attendant
Forward
PupPilot answers
Setup Steps
1
Access the Teams Admin Center
Go to admin.teams.microsoft.com and sign in with Teams Administrator credentials.
2
Create a Resource Account (if needed)
Go to
Voice → Resource Accounts. Create a resource account for the Auto Attendant if one doesn't exist. Assign a phone number to this resource account.3
Navigate to Auto Attendants
Go to
Voice → Auto Attendants. Select your existing auto attendant or create a new one.4
Set Business Hours
In the Auto Attendant settings, configure your Business Hours schedule.
5
Configure After-Hours Call Flow
In the After Hours call flow section, select Redirect call → External phone number. Enter your PupPilot phone number.
6
Save and Test
Save the Auto Attendant. Call your main number after hours to verify PupPilot answers.
Important Notes
- Teams Phone requires Phone System and Calling Plan licenses (or Direct Routing).
- Resource Accounts are required for Auto Attendants and Call Queues — they represent the phone number in the system.
- Holiday call flows can be configured separately in the Auto Attendant settings.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Verify the Auto Attendant's call flow is set to redirect to the correct PupPilot number. Check that the resource account has a phone number assigned. |
| Resource account has no phone number | Go to Voice → Resource Accounts and assign a phone number. You may need to acquire one through your Calling Plan or Direct Routing setup. |
| Call Queue doesn't ring staff phones | Verify the call queue has agents added and the resource account has a DID. Check that agents are set to "Opted In" in the queue settings. |
| Calls loop between PupPilot and your system | The call queue's timeout/overflow action is redirecting to PupPilot. Change it to voicemail. |
| Don't have admin access to Teams | Teams Phone configuration requires Teams Administrator or Global Administrator privileges. Contact your IT department. |