{"id":13100,"date":"2026-05-25T11:21:15","date_gmt":"2026-05-25T11:21:15","guid":{"rendered":""},"modified":"2026-05-26T08:37:44","modified_gmt":"2026-05-26T08:37:44","slug":"resource-accounts","status":"publish","type":"lessons","link":"https:\/\/www.licensingschool.co.uk\/licenseverse\/teams-calling\/teams-phone\/resource-accounts\/","title":{"rendered":"Resource Accounts"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">Overview<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/manage-resource-accounts\" target=\"_blank\" rel=\"noreferrer noopener\">Resource Accounts<\/a> are specialized non-user accounts that facilitate <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/create-a-phone-system-auto-attendant?tabs=general-info\" target=\"_blank\" rel=\"noreferrer noopener\">Auto Attendants<\/a> and <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/create-a-phone-system-call-queue?tabs=general-info\" target=\"_blank\" rel=\"noreferrer noopener\">Call Queues<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Auto Attendants<\/strong> act as a digital receptionist, providing a menu system that routes callers to the appropriate person, department, Call Queue, or other destination. For example, a caller can press \u201c1\u201d to reach the Customer Services team<\/li>\n\n\n\n<li><strong>Call Queues<\/strong> route incoming calls to a group of call agents, distributing calls according to configured rules. For example, you can customize greeting messages, hold music, and overflow handling for calls to the Customer Services team<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Licensing<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A Resource Account is licensed for Teams Phone with a $0 SKU Teams Phone Resource Account <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/teams-add-on-licensing\/virtual-user#:~:text=Ask%20Learn-,Microsoft%20Teams%20Phone%20Resource%20Account%20licenses,-Applies%20to%3A%20Microsoft\" target=\"_blank\" rel=\"noreferrer noopener\">license<\/a>. You <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/manage-resource-accounts#:~:text=quarter%20of%202025.-,Create%20a%20resource%20account,-Before%20creating%20a\" target=\"_blank\" rel=\"noreferrer noopener\">create<\/a> the Resource Account in the Teams Admin Center and <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/manage-resource-accounts#:~:text=Set%2DCsOnlineApplicationInstance.-,Assign%20a%20license,-For%20each%20resource\" target=\"_blank\" rel=\"noreferrer noopener\">assign<\/a> the Teams Phone Resource Account license to it within the Microsoft 365 Admin Center.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you want to make use of <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/plan-auto-attendant-call-queue#:~:text=If%20your%20Auto%20attendants%20or%20Call%20queues%20perform%20any%20of%20the%20following%20actions%3A\" target=\"_blank\" rel=\"noreferrer noopener\">features<\/a> such as transferring calls to an external PSTN number or using callbacks for callers in a Call Queue then you also need to make sure that a mechanism is in place for <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/plan-auto-attendant-call-queue#:~:text=in%20TeamsOnly%20mode.-,Outbound%20PSTN%20calling,-If%20your%20Auto\" target=\"_blank\" rel=\"noreferrer noopener\">PSTN calling<\/a>. Thus, you would assign a Microsoft Calling Plan or use Operator Connect or Direct Routing options.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Phone numbers<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Phone numbers are optional for Resource Accounts but if you want an Auto Attendant or Call Queue to be reachable directly by a phone number, you must have a Resource Account with an associated phone number. You place an order for phone numbers in the Teams Admin Center, as shown below:<\/p>\n\n\n\n<img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.licensingschool.co.uk\/licenseverse\/wp-content\/uploads\/sites\/4\/2026\/05\/1069.jpg\" width=450 \/>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">You can see that there are toll or toll-free numbers available. If you want to acquire a toll-free number then you need to make sure that overage is enabled. This means that anyone using the toll-free number won\u2019t be charged, but the organization that owns the number will be charged on a Pay-As-You-Go basis. A toll number is a standard phone number where the caller is responsible for the calling charges.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">History<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Resource Accounts were once known as <a href=\"https:\/\/web.archive.org\/learn.microsoft.com\/en-us\/microsoftteams\/teams-add-on-licensing\/virtual-user#:~:text=Teams%20Phone%20Resource%20Account%20license%20(once%20known%20as%20a%20Virtual%20user%20license\" target=\"_blank\" rel=\"noreferrer noopener\">Virtual Users<\/a>. At that time, you were <a href=\"https:\/\/web.archive.org\/web\/20221012124524\/https:\/learn.microsoft.com\/en-us\/microsoftteams\/teams-add-on-licensing\/virtual-user#:~:text=Any%20organization%20that%20has%20a%20subscription%20with%20Phone%20System%20features%2C%20such%20as%20Teams%20Phone%20Standard%20and%20Teams%20Phone%20with%20Calling%20Plan%20licenses%2C%20is%20allocated%2025%20Teams%20Phone%20Resource%20Account%20licenses%20available%20at%20no%20cost.\" target=\"_blank\" rel=\"noreferrer noopener\">allocated<\/a> a specific number of Phone System Virtual User licenses. As long as you\u2019d purchased at least one Phone System license, you were allocated 25 Virtual User licenses. Then, for every additional Phone System license, one more Virtual User license became available. Today there are no limits on the number of the $0 Teams Phone Resource Account licenses available to an organization.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"featured_media":0,"parent":13097,"menu_order":2,"template":"custom-single.php","lesson_category":[56],"class_list":["post-13100","lessons","type-lessons","status-publish","hentry","lesson_category-online-services","entry","no-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Resource Accounts - LicenseVerse<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.licensingschool.co.uk\/licenseverse\/teams-calling\/teams-phone\/resource-accounts\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Resource Accounts - LicenseVerse\" \/>\n<meta property=\"og:description\" content=\"Overview Resource Accounts are specialized non-user accounts that facilitate Auto Attendants and Call Queues. 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