Teams Shifts and forwards to mobile

Hey again!

Here is the link - Hope we can get this of the ground and into production. Will happy to test it out!

Hello @Jón Ragnar Vilhjálmsson, 

Thank you for raising this question. it’s a really good use case. 

At the moment, I’m not able to find any Microsoft documentation that confirms this scenario is supported. Based on the current product design, forwarding Call Queue calls to the mobile number of the on‑duty user is not part of the core functionality of Call Queues or Shifts. The existing Shifts integration is focused on controlling which Teams users are eligible to receive calls, rather than dynamically forwarding calls to external/mobile numbers. 

That said, this is a great idea, and I believe many customers would find this extremely useful for on‑call or duty‑based scenarios. If you would like to see this feature added in the future, I encourage you to submit feedback or upvote related requests in the Microsoft Teams Feedback portal.      

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Once you’ve submitted it, please feel free to share the feedback link here, that way, other users who come across this thread can upvote it as well. More votes make it easier for Microsoft to see the demand and increases the chances of the feature being considered in the future. 

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Microsoft’s product team actively reviews customer submissions, and many improvements have been introduced based on user demand and real‑world usage scenarios. Submitting and upvoting feedback is the most effective way to help prioritize this feature for future updates.     

In the meantime, you can check Microsoft 365 Roadmap for updating features in the future.   

Thanks again for sharing this suggestion and taking the time to ask, feedback like this genuinely helps improve the product for everyone. 

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Call queues and Shifts are integrated only in limited ways, and forwarding call queue calls directly to the mobile number of the on‑duty Shifts user is not part of current core functionality.

From the documented capabilities:

• Call queues can use a Schedule group in Shifts for call answering, so that calls are routed to agents who are scheduled to be on shift, but this still routes calls to Teams clients, not to personal mobile numbers.
• Agents who are unavailable or opt out don’t receive calls, even if they’re scheduled to be on shift, which further shows that the integration is focused on Teams presence and client routing rather than PSTN/mobile forwarding.
• There is no documented option in call queues or Shifts to automatically forward queue calls to the agent’s external/mobile number based on Shifts schedules.

So the behavior described (automatic forwarding from a call queue to the mobile number of the person on duty in Shifts) is not implemented as a built‑in feature; only schedule‑based routing to Teams agents is supported.

References:

• Create a Call queue in Microsoft Teams
• Manage the Shifts app for your organization in Microsoft Teams