Teams Call Queues that may require more than 20 agent/members to answer calls are best served by using a distribution group. If one does not exist, please request one from Telecom by submitting a ticket: Service - Telephone Service.
To manage Office 365 distribution groups for call queue agent memberships, users can follow these steps.
From Teams Desktop App
Authorized Users can manage call queue settings directly within Microsoft Teams. This includes adding or removing team members from call queues and Microsoft 365 Groups. Here’s how:
- Go to Settings > Calls.
- Select the call tab you'd like to make changes to along the top of the screen.
- Select Manage users and groups for call answering.
- Select Edit to change who is in the call queue.
From the Web
Users can join or leave distribution groups by navigating to the appropriate portal. Under the "Groups I belong to" tab, they can select the group they want to join or leave. See Microsoft article Distribution groups - Microsoft Support.