Azure Multi-Factor Authentication Operator Assistance will be retired on September 30, 2023

Question

On September 30, 2023, we will retire Operator Assistance in Azure Multi-factor Authentication (MFA) and it will no longer be available. Before that date, please start using the automated attendant functionality within your phone system which provides a frictionless and more secure connection experience.

Currently, when a multi-factor authentication phone call is initiated and an operator answers, the operator is asked to transfer the phone call to the extension belonging to the end-user needing to perform multifactor authentication. This approach delays call connection and can result in incomplete multifactor authentication attempts.

When Operator Assistance retires on September 30, 2023, this feature will be disabled for all Azure AD tenants. Azure AD will automatically dial the appropriate user extension upon call connection.

New Azure AD tenants created on 1 March 2022 will not have access to the Operator Assistance feature.

Answer 1

To avoid service disruption, follow the steps to disable Operator Assistance before 30 September 2023.

If you have any additional queries regarding this retirement, please use comments on this thread to ask your specific queries and we will try our best to answer those queries. Thank You!