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Settings · Administrator

Enable call queues for call history

Allow your organization to view shared call queue calls in Call History

Product: echo for TeamsUpdated: June 2026Version: 1.0
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Overview

This guide explains how administrators can enable call queues so users in the organization can view these queue calls in Call History.

The setup is available in Settings → Microsoft 365 → Call History: Call Queues and is intended for administrators only.

ScopeThe selected call queues are enabled organization-wide. After saving, all users in your organization see the corresponding queue filter in Call History.

Prerequisite: Teams admin permissions

To list available call queues in the settings view, the administrator account must have Teams admin permissions.

If permissions are missing, echo shows a permission notice in the Call History: Call Queues section with a Grant Permissions button.

In Settings → Microsoft 365, the Call History: Call Queues section requests Teams admin permissions.
Fig. 1: In Settings → Microsoft 365, the Call History: Call Queues section requests Teams admin permissions.

Click Grant Permissions. You are redirected to the Microsoft consent dialog. Sign in with an account that can grant the requested permissions and confirm with Accept.

Microsoft consent dialog for granting the required Teams admin permissions.
Fig. 2: Microsoft consent dialog for granting the required Teams admin permissions.
ImportantOnly users with sufficient Microsoft 365 privileges can complete this consent. Without granted permissions, the list of call queues cannot be loaded.

Enable call queues

After permissions are granted, the Call History: Call Queues section shows the available call queues as selectable entries.

  1. Open Settings → Microsoft 365.
  2. In Call History: Call Queues, select the queues that should be visible in call history.
  3. Click Save.
Selecting call queues in the settings and saving the configuration.
Fig. 3: Selecting call queues in the settings and saving the configuration.

Result for end users

After saving, users can open Call History and switch between their personal history and the enabled call queue histories.

Call History with an enabled call queue filter visible for users.
Fig. 4: Call History with an enabled call queue filter visible for users.
Good to knowIt can take a short time until newly available call records appear in the list, depending on Microsoft 365 data propagation.