Unable to make outbound calls using “Call as Call Queue” in Teams Phone with Calling Plan

Question

Unable to make outbound calls using “Call as Call Queue” in Teams Phone with Calling Plan

Rajasekar K 36

We are using Microsoft Teams Phone with Calling Plan (Country Zone 1 - US) along with Teams Phone Resource Account license for Call Queue and Auto Attendant.

Scenario

Users are enabled with:

Teams Phone + Calling Plan license

Enterprise Voice enabled

Resource Accounts:

 Licensed with Teams Phone Resource Account

Assigned phone numbers

  Used for Call Queue and Auto Attendant

Call Queue:

Configured with agents

Conference mode enabled

Caller ID policy:

C onfigured to replace caller ID with Resource Account (Call Queue number)

Observed Behavior

When users make calls using “Call as myself”:

Call connects successfully

Caller ID is correctly masked with Call Queue number (via policy)

When users select from dial pad:

“Call as Test-Callqueue” or “Call as Test-Auto”

Call fails with error:

**“You are not set up to use this calling feature. Please contact your admin.”

Kindly help me on this.

** User's image

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2 answers

Your answer

Answer 1

Rin-L 19,085 Microsoft External Staff Moderator

Hi @Rajasekar K,

Thank you for laying out the scenario. I hope I can share a few ideas that may help explain what you’re seeing.

Since this behavior is occurring after November 2025, it may be related to recent changes in how Microsoft handles outbound PSTN calls made on behalf of Call Queues or Auto Attendants. In some scenarios, outbound OBO (on‑behalf‑of) calls might not function as expected if the resource account is using a standard Calling Plan license.

To support outbound calls when users choose Call as Call Queue or Call as Auto Attendant, it’s often recommended to assign a Pay‑As‑You‑Go Calling Plan to the resource account. This allows Microsoft Teams to meter and charge outbound calls on a per‑minute basis, which aligns more closely with OBO calling requirements in Call Queue or Auto Attendant scenarios. Depending on your tenant configuration, this plan can be added alongside, or in place of, the existing Calling Plan.

You can refer: Plan for Teams Auto attendants and Call queues - Microsoft Teams | Microsoft Learn

Additionally, it’s worth checking one more setting in your tenant. In the Microsoft 365 admin center, go to Billing > Your products, open the Teams Phone with Calling Plan license, and scroll to the very bottom. There you’ll see Phone service consumption. Please make sure this setting is switched to On, as it’s disabled by default and is required for consumption‑based calling scenarios like this. User's image

If you have any updates, please leave a comment under this post. This is the best way for me to receive notifications and follow up with you promptly.

Thank you again for your understanding and cooperation.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Rajasekar K 36 Reputation points

2026-04-22T15:44:17.3066667+00:00

Hi,

Thank you for your response.

Could you please confirm which license is required for this scenario? If possible, kindly share a screenshot for reference so I can proceed with the correct purchase.

Also, can I assign the required license only to the resource account while keeping the existing Teams Phone with Calling Plan license for the remaining users?

Please help clarify this.
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-04-23T09:00:03.9466667+00:00

Good day @Rajasekar K,

Thank you for your follow up question.

You do not need to assign the Pay‑As‑You‑Go license to all users. You can absolutely keep the existing Teams Phone with Calling Plan licenses for your current users as they are today. The PAYG Calling Plan only needs to be purchased and assigned to the specific resource accounts that must make outbound PSTN calls on behalf of users.

That said, may I kindly ask you to help confirm which Calling Plan you’re currently using? I noticed you mentioned Microsoft Teams Phone with Calling Plan, along with (Country Zone 1 – US). To avoid any confusion, it would be very helpful if you could check the product details in the admin center and confirm the full license name as it appears there, specifically whether it matches one of the two licenses shown in the screenshots that I shared below.

In the meantime, if you’d like more detailed confirmation or step‑by‑step guidance on the licensing and purchase process, you may consider submitting a support ticket through the Microsoft 365 admin center by following this guide: Get support – Microsoft 365 admin | Microsoft Learn. (If you’re not an admin, you can reach out to your tenant admin to submit the request on your behalf)

This will allow your request to be handled by a higher‑level support team with the appropriate permissions and tools to review your environment configuration in detail, or to conduct a remote session if needed, so they can guide you and support you in the most effective way.

Thank you very much for your cooperation.
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-04-24T07:52:31.97+00:00

I just wanted to check in and see if you have any updates or additional information you’d like to share regarding your situation.

If there's anything new or if you need further assistance, please don’t hesitate to let me know.
Rajasekar K 36 Reputation points

2026-04-24T08:12:19.22+00:00

Hi Rin,

I have purchased license and assigned to the resource account , still same issue . Kindly help me out this.

**“You are not set up to use this calling feature. Please contact your admin.”

Did i missed anything here ?

please help me on this
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-04-24T10:32:56.33+00:00

Thank you for the update @Rajasekar K. Based on the screenshots you provided, it does look like the required licenses are already in place.

Could you please confirm whether the Phone service consumption setting mentioned in my initial response has been turned On?

If that is already enabled, I’d suggest one more quick check in the Teams admin center. Please go to Users > Manage users, select the affected user, then under the Account tab, look for Assigned phone number and make sure Enterprise Voice is set to On. Once that’s done, could you test again and let me know if there’s any change?

I sincerely appreciate your patience and cooperation while we work through this together.
Rajasekar K 36 Reputation points

2026-04-24T10:42:08.7+00:00

@Rin-L

There is no option to turn on Phone service consumption

And the agent who going to call through the call queue voice enabled and direct number also assigned , he is making call from call as my self , not working if select call queue.
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-04-24T10:57:22.0466667+00:00

I’m really sorry for the inconvenience this may cause, and I truly appreciate your understanding @Rajasekar K.

As this is a user‑to‑user support forum and I’m acting in the role of a moderator, I don’t have the tools or permissions to access your environment directly. Because of that, I’m unable to perform a deeper technical check or conclusively identify the root cause from my side.

For a more thorough verification, I kindly ask that you submit a support ticket as I mentioned earlier. This will allow Microsoft’s support engineers, who have the appropriate access and diagnostic tools, to review your setup in detail and assist you more effectively.
Rajasekar K 36 Reputation points

2026-04-24T10:59:44.0633333+00:00

@Rin-L Is there any particular mail id for support , because i have raised ticket but i didnt get any response.

Thanks in advance
Rin-L 19,085 Reputation points Microsoft External Staff Moderator

2026-04-24T11:12:12.8466667+00:00

Once you submit the support ticket, it will be assigned to a support agent, and they will reach out to you directly to begin troubleshooting.

If possible, could you please share the ticket number of the case you’ve created with me via private message? To access private messages, you can click the banner as shown in the image below.

I’ll do my best to help check on the ticket status from my side and let you know if there are any updates, @Rajasekar K.

Answer 2

The failure when placing outbound calls as “Call as Test-Callqueue/Test-Auto” is caused by missing outbound calling capability on the resource accounts that are being used as the calling identity.

For on‑behalf‑of outbound PSTN calls (including “Call as Call Queue/Auto Attendant”), the resource account whose number is used as caller ID must have:

A Microsoft Teams Phone Resource Account license, and
A PSTN connectivity entitlement attached to that resource account (Calling Plan, Operator Connect number, or Direct Routing policy), and
For Calling Plan scenarios, from November 1, 2025 onward, a funded pay‑as‑you‑go Calling Plan or Communications Credits balance for those on‑behalf‑of calls.

In the current configuration, agents can successfully call “as myself” and have the Call Queue number presented via Caller ID policy masking, but direct “Call as Call Queue/Auto Attendant” uses the resource account itself to originate the call. If that resource account does not have the required PSTN calling entitlement and funded pay‑as‑you‑go/Communications Credits, Teams returns the error “You are not set up to use this calling feature.”

To fix this for Calling Plan usage:

Ensure each Call Queue/Auto Attendant resource account used as a calling identity has:
- Microsoft Teams Phone Resource Account license assigned.
- A Calling Plan number, Operator Connect number, or Direct Routing voice routing policy assigned, as described under “Assign a calling ID (optional).”
For Calling Plan numbers, add outbound funding for on‑behalf‑of calls:
- Purchase a pay‑as‑you‑go Calling Plan or Communications Credits for the tenant.
- Assign the funded pay‑as‑you‑go license or Communications Credits to the relevant resource accounts that are used for on‑behalf‑of outbound calls (Call Queues, Auto Attendants, and any resource accounts configured under Assign calling ID).
Verify that the resource accounts used in the Assign calling ID section of the Call Queue configuration are exactly the ones that have the above licenses and PSTN configuration.

After licenses and numbers are correctly assigned and funded, “Call as Test-Callqueue” and “Call as Test-Auto” will be able to originate outbound PSTN calls instead of failing with the feature‑not‑set‑up error.

References:

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Unable to make outbound calls using “Call as Call Queue” in Teams Phone with Calling Plan

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