Microsoft Teams Phone — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Microsoft Teams Phone with live transfer.
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
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Call Queue phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and the Call Queue DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Access the Teams Admin Center
Go to admin.teams.microsoft.com and sign in with admin credentials.
2
Set All Calls to Forward
Edit the Auto Attendant for your main number. Set both business hours and after-hours call flows to Redirect call → External phone number → PupPilot phone number.
3
Save and Test
Call your main number. PupPilot should answer immediately and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In Teams, create a Call Queue with a Resource Account and its own DID.
Prevent Call Loops
The Call Queue's timeout/overflow routing must go to voicemail or disconnect, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Resource Account for the Call Queue
Go to
Voice → Resource Accounts. Create a new resource account (e.g., "Front Desk Queue") and assign a phone number (DID) to it.2
Create a Call Queue
Go to
Voice → Call Queues. Create a new queue and link it to the resource account you just created. Add the agents (staff members) who should receive calls.3
Set Timeout and Overflow to Voicemail
Set the call queue's timeout to ~25 seconds. Set the timeout action to voicemail. Set the overflow action to voicemail as well. Do NOT redirect to PupPilot.
4
Share the DID with PupPilot
Provide the resource account's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the call queue's DID. Staff phones should ring in Teams. Don't answer — should go to voicemail, not PupPilot.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your Teams phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
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. |