Fix Teams Call Queue Does Not Ring on a Teams Rooms Android Device

Your Teams Rooms Android device is not ringing when a call comes through the call queue. This leaves callers waiting and your team missing important calls. The cause is usually a combination of call queue routing settings, resource account configuration, and Teams Rooms policies. This article explains the root cause and provides the exact steps to make the call queue ring on your Android-based Teams Rooms device.

Why a Call Queue Does Not Ring on a Teams Rooms Android Device

A call queue in Teams routes incoming calls to a set of agents. When the queue is configured correctly, it sends a ring signal to each agent’s Teams app or phone device. A Teams Rooms Android device acts as a dedicated meeting room phone. It must be registered as an agent in the call queue to receive those rings.

The most common reasons the ring never reaches the device are:

• The resource account associated with the Teams Rooms device is not added to the call queue’s agent list.
• The call queue routing method is set to Longest idle or Round robin, which may skip the room device if other agents are available.
• The Teams Rooms device has a policy that disables calling or the resource account is not signed in.
• The device is offline or has a network issue that prevents it from receiving the ring.

Teams Rooms Android devices use a resource account to log in to Teams. That resource account has its own identity and can be treated like any other user. When you add it to a call queue, the queue can route calls to it. If the resource account is not added, the call queue has no way to reach the device.

Steps to Diagnose and Fix Call Queue Ringing on Teams Rooms Android

Step 1: Verify the Resource Account Is Added to the Call Queue

1. Open the Teams admin center
   Go to Teams admin center > Voice > Call queues. Find the call queue that should ring on the Teams Rooms device and select it.
2. Check the Agents section
   Scroll to Agents. Confirm the resource account of the Teams Rooms device is listed. If not, click Add agents and search for the resource account name, such as confroom@contoso.com. Select it and click Add.
3. Save the changes
   Click Save at the bottom of the page. Wait a few minutes for the change to propagate.

Step 2: Set the Correct Routing Method

1. Open the call queue settings
   In the same call queue page, go to Call routing.
2. Choose Attendant or Serial routing
   Set Routing method to Attendant to ring all agents at once, or Serial to ring agents in a defined order. Avoid Longest idle or Round robin if you want the room device to ring consistently.
3. Save the routing change
   Click Save.

Step 3: Confirm the Teams Rooms Device Is Signed In and Online

1. Check the device status in Teams admin center
   Go to Teams admin center > Teams devices > Android devices. Find your Teams Rooms device. Verify its status shows Healthy or Online.
2. Verify the resource account sign-in
   On the device itself, go to the Teams Rooms settings and confirm the resource account is signed in. If not, sign in with the resource account credentials.
3. Restart the device
   If the device appears offline, restart it from the device settings or unplug the power for 10 seconds and plug it back in.

Step 4: Enable Calling on the Teams Rooms Device

1. Use the Teams Rooms Pro Management portal
   Go to portal.rooms.microsoft.com. Sign in with an admin account.
2. Open the device settings
   Select your Android device and go to Device settings > Calling. Ensure the calling option is enabled.
3. Check the meeting policy
   In the Teams admin center, go to Teams admin center > Meetings > Meeting policies. Select the policy assigned to the resource account. Verify that Allow private calling is set to On.

Step 5: Test the Call Queue

1. Place a test call
   Call the call queue phone number from another phone. Listen for the ring tone.
2. Observe the Teams Rooms device
   Check the device screen for an incoming call notification. If it rings, the fix worked.
3. If it still does not ring
   Repeat steps 1 through 4 and wait 10 minutes for changes to fully sync.

If the Call Queue Still Does Not Ring on the Teams Rooms Device

The Device Is Not Listed as an Available Agent

If the resource account does not appear in the agent list, the account may lack a phone number or a Teams Phone license. Assign a Phone System license and a phone number to the resource account in the Microsoft 365 admin center. Go to Microsoft 365 admin center > Users > Active users, select the resource account, and assign the license. Then add the account to the call queue again.

The Call Queue Rings on Other Agents But Not on the Room

This usually means the routing method is set to Longest idle or Round robin, and the room device is not the idle agent. Change the routing method to Attendant to ring all agents simultaneously. Alternatively, remove other agents temporarily to test if the room rings.

The Device Shows an Error After Policy Changes

If you recently changed the meeting policy, the device may need a sign-out and sign-in. On the device, go to Settings, sign out of Teams, then sign back in with the resource account. This forces the device to fetch the latest policy.

Network Firewall Blocks Teams Calling

Teams Rooms Android devices need certain ports open for calling. Check that your firewall allows traffic to the Teams media endpoints. Refer to the Microsoft documentation for the full list of required URLs and IP ranges. If the device is on a guest Wi-Fi, it may not reach the Teams service properly.

Teams Rooms Android vs a Standard Teams Phone: Key Differences

Item	Teams Rooms Android	Standard Teams Phone
Primary use	Meeting room device with a shared display	Personal desk phone for one user
Resource account	Required for sign-in and call routing	Not required; uses the user’s own account
Call queue agent	Must be added as an agent via its resource account	Can be added directly with the user’s phone number
Policy management	Managed via Teams Rooms Pro Management and meeting policies	Managed via Teams admin center user policies
Calling capability	May be disabled by default; must be enabled explicitly	Enabled by default when the user has a Phone System license

Now you can verify the call queue agent list, adjust the routing method, and confirm the device is signed in and online. Test the call queue again to confirm the ring works. If the issue persists, check the resource account license and the network firewall. Use the Teams Rooms Pro Management portal to monitor device health and apply the calling setting centrally.