Change a Resource Account Type Between Auto Attendant and Call Queue

When you create a Resource Account in Teams Admin Center (or via PowerShell), you need to specify whether the Resource Account will be for a Call Queue or an Auto Attendant. Under the hood of Teams, that makes a difference.

Every so often, a customer I’m working with needs to change a Resource Account from an Call Queue to an Auto Attendant, usually to take advantage of schedule that’s present in Auto Attendants. If you need to do this, you can use the Set-CsOnlineApplicationInstance.

First, use Get-CsOnlineApplicationInstance to see what you have

You can tell by the DisplayName field that my first two items are Call Queues, the other three happen to be Auto Attendants.

If I want to change “TestQueue” to be for an Auto Attendant instead, I can do this

Boring, right?

Note that 11cd3e2e-fccb-42ad-ad00-878b93575e07 is the ApplicationID for a Call Queue object, and ce933385-9390-45d1-9512-c8d228074e07 is for Auto Attendants.

Phone Deployment Tips

If you have a large number of physical phones for a Teams deployment, you may have some logistical challenges in getting the phones deployed at cutover time. This could be physical access to a building, not having enough staff, or significant travel time between sites.

Layering users on top of that, you have further complications – the users need to be present in order to logon, especially with 2FA (you ARE using 2FA, right?). From experience, I can tell you that users will not be at their desk when you need them to be, so you will always need to plan to handle these exceptions.

There are a few ways to arrange things to make life as easy as possible.

If you are lucky enough to have free PoE ports so that you can deploy the phones ahead of a cutover, do that. This lets you get the users logged in before the cutover, and still maintain their existing phone. The old phones can be collected after the cutover – this doesn’t require technical staff to do, nor any particular schedule.

If you need to do a phone swap at cutover time, you may be able to pre-configure the user devices. You’ll need an office, room or space for this, at least 1 PC or laptop, and some PoE network capacity. Users can logon to a phone in this area or room, then label the phone so you know where it needs to be deployed later.


Not having enough IT staff for a large phone deployment, or for a deployment in distant sites, is a challenge that often needs to be sorted. You’ll need to hire extra support or recruit some non-IT staff from the sites you’re deploying to. They’ll need to know the logon process for the phones, how to factory reset the phones (in case you need to “start again” with one, or if there’s a glitch), and to ensure the right jacks on the back of the phone are used (for the network and PC connections). This help could be all at cutover time, or you could use the phone pre-configuration approach followed by physical deployment, mentioned above.

If those options don’t work, you can help remotely. You may have to try and walk users through the steps over the phone. Have a PDF ready of the steps they’ll need to take, including a picture of the phone showing what keys they’d need to press/hold for a factory reset, what the ports on the bottom of the phone look like, and what the URL is that they’ll need to enter in their browser.  You could take a step up from the phone call and do a Teams meeting with video using a USB webcam, so you can see what they’re seeing and doing rather than trying to have them describe what they see. This same document and set of steps will be helpful for your helpdesk team for the initial deployment efforts, as well as for ongoing support.

And lastly, if it’s possible to have the phones logged in and to remain powered up, you should head to Teams Admin Center and push firmware updates. If this isn’t possible, then do play for firmware updates to be pushed at the end of the business day for the site(s) you’ve deployed.