Forwarding a Microsoft Teams Phone number

Microsoft Teams Phone lets you forward all incoming calls directly from the Teams desktop app. Here's how to point your Teams number at your 365 Agents agent.

Heads up before you start

•You need an Enterprise Voice or Business Voice license. Without it, the call forwarding options won't appear. If you've just added a license, give it up to 24 hours to activate.

•Call forwarding in Teams applies to one-on-one calls. Calls that come into a call queue or auto-attendant follow their own routing rules — those are handled separately in the Teams admin center.

Step-by-step (Teams desktop app)

•Open Teams. Click the Settings and more (…) button next to your profile picture at the top of the window.

•Choose Settings → Calls.

•Under Call handling and forwarding, toggle on Forward my calls.

•In the dropdown, choose New number or contact.

•Paste in the 365 Agents number we assigned you (in E.164 format, like +14155551234).

•Click outside the field to save. That's it — your Teams calls now route to your AI agent.

If you only want to forward unanswered calls

Instead of forwarding everything, you can keep ringing your Teams app first and only forward what you don't pick up. In the same Call handling and forwarding section, choose If unanswered and set the forwarding number there.

Forwarding from a Teams SIP desk phone (dial codes)

If you're using a Teams-certified desk phone, you can also use feature codes from the phone keypad:

• Always forward: dial *33* followed by the forwarding number (e.g., *33*14155551234)

• Forward after no answer: dial *34* then optional seconds (in multiples of 10, up to 60) then * then the number

• Reset / turn off forwarding: dial *32*

A few desk phone models don't support these codes — including the Yealink T30, T30P, Cisco 6821, Poly Trio 8500, Poly Trio 8800, and AudioCodes IP Phones. On those, use the desktop app instead.

To turn forwarding off

Back in Teams → Settings → Calls, toggle off Forward my calls.

Your forwarding destination

Your forwarding destination is the 365 Agents number we assigned you during setup. You'll find it in your dashboard under Numbers. If you have more than one, forward to the one attached to the agent you want to answer these calls.