How does Operator Connect handle call queues and auto attendants?

Call queues and auto attendants are configured and managed natively within the Microsoft Teams Admin Center when using Operator Connect. The carrier provides the PSTN connectivity and phone numbers, while Teams handles the call routing logic, queue distribution, and auto attendant menus through its built-in telephony features.

IT administrators set up call queues by assigning agents, choosing routing methods (such as round-robin or longest idle), and configuring overflow and timeout behavior, all inside the Teams Admin Center. Auto attendants use the same interface to build menu trees, set business hours routing, and assign greetings. Because Operator Connect integrates at the carrier level rather than the application level, call queues and auto attendants work identically to how they function with Microsoft Calling Plans or Direct Routing. The free atlantech|Call Manager tool that comes with Atlantech's Operator Connect service simplifies this further by providing a wizard-driven setup experience for non-technical administrators who find the native Teams Admin Center interface complex to navigate.