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Manage voice applications policies in Microsoft Teams

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    Microsoft Teams

This article is for IT Pros and administrators who want to delegate Auto attendant and Call queue change capabilities to users in their organization.

Voice applications policies allow you to create and assign voice application policies to authorized users. Voice application policies control what configuration changes an authorized user can make to the auto attendants and call queues they're authorized for.

Before creating and assigning policies, read Plan for authorized users for licensing information and Set up authorized users. Some configuration capabilities require a Teams Premium license.

You can manage voice applications policies by using the Microsoft Teams admin center or with PowerShell to create and assign custom policies. Users in your organization automatically get the global policy unless you create and assign a custom policy.

To manage voice applications policies with PowerShell, use the following PowerShell cmdlets:

Important

The global, org-wide default policy disables all configuration change capabilities for all users. This policy should not be changed.

You must create and assign custom policies to allow authorized users to make configuration changes to auto attendants and call queues.

Best practice: The custom policy assigned to a user should provide the minimum levels of permissions the user needs to perform their job.

Create a custom voice applications policy

Create custom policies that reflect the configuration changes you want to allow authorized users to make to auto attendants and call queues.

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Voice applications policies.

  2. Select Add.

  3. Enter a name and description for the policy.

  4. From here, choose the settings you want to allow your authorized users to configure.

    Note

    Choose the policy name and description carefully as these can't be changed later.

  5. Select Save.

Edit a custom voice applications policy

You can edit any custom voice applications policies you create.

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Voice applications policies.
  2. Select the policy by selecting to the left of the policy name, and then select Edit.
  3. Change the settings you want to allow your authorized users to configure.
  4. Select Save.

Note

It's not possible to change the name or description of the policy.

Assign a custom voice applications policy to users

To individually assign a custom voice application policy to users, you can use the Teams admin center or Grant-CsTeamsVoiceApplicationsPolicy cmdlet.

In addition to creating a TeamsVoiceApplicationsPolicy and assigning it to users, a user must also be assigned as an Authorized user to at least one auto attendant or call queue.

A user must be an Authorized user to at least one auto attendant or call queue, and must have a voice applications policy assigned to perform the actions described in Voice applications policy settings.

To learn more about the different ways that you can assign policies to users, see Assign policies to your users in Teams.

Voice applications policy settings

Voice applications policies control the configuration changes and actions an authorized user can make to the auto attendants and call queues they're authorized for. In addition, they also control which real-time and historical reports authorized users have access to. The following settings are available:

Auto attendants - Features

Teams voice applications policy setting Description PowerShell parameter Teams Premium required1
Business hours greeting This setting allows authorized users to change the Business Hours Greeting. AllowAutoAttendantBusinessHoursGreetingChange No, Generally Available
After hours greeting This setting allows authorized users to change the After Hours Greeting. AllowAutoAttendantAfterHoursGreetingChange No, Generally Available
Holiday greeting This setting allows authorized users to change the Holiday Greeting. AllowAutoAttendantHolidayGreetingChange No, Generally Available
Time zone This setting allows authorized users to change the Time zone. AllowAutoAttendantTimeZoneChange Yes3
Language This setting allows authorized users to change the Lanugage. AllowAutoAttendantLanguageChange Yes3
Business hours This setting allows authorized users to change the auto attendant business hours schedule. AllowAutoAttendantBusinessHoursChange Yes
Holiday dates and hours This setting allows authorized users to change the auto attendant holiday schedule.2 AllowAutoAttendantHolidaysChange Yes
Business hours call routing This setting allows authorized users to change the auto attendant business hours call flow. AllowAutoAttendantBusinessHoursRoutingChange Yes
After hours call routing This setting allows authorized users to change the auto attendant after hours call flow. AllowAutoAttendantAfterHoursRoutingChange Yes
Holiday hours call routing This setting allows authorized users to change the auto attendant holiday call flow. AllowAutoAttendantHolidayRoutingChange Yes

Notes

  1. The authorized user requires a Teams Premium license and Queues app to access this functionality.
  2. In order to change the holiday schedule, the authorized user must be authorized for all auto attendants that reference the holiday.
  3. This option isn't currently available for authorized users.

Auto attendant - Reporting

Teams voice applications policy setting Description PowerShell parameter Teams Premium required1
Real-time auto attendant metrics This setting allows authorized users to access real-time auto attendant metrics. RealTimeAutoAttendantMetricsPermission Yes
Historical auto attendant metrics This setting allows authorized users to access historical auto attendant metrics in Power BI and Queues App. HistoricalAutoAttendantMetricsPermission Power BI - No, Generally Available
Queues App - Yes

Reporting values:

  • None - no access to any metrics.
  • AuthorizedOnly - the authorized user only sees metrics for the auto attendants and call queues (and associated agents) they're authorized for.
  • All - the authorized user sees metrics for all auto attendants and call queues (and associated agents) configured in the tenant.

Important

The All value for real-time auto attendant metrics is no longer supported.

Notes

  1. The authorized user requires a Teams Premium license and Queues app to access this functionality.

Call queues - Features

Teams voice applications policy setting Description PowerShell parameter Teams Premium required1
Welcome greeting This setting allows authorized users to change the Welcome Greeting. AllowCallQueueWelcomeGreetingChange No, Generally Available
Music on Hold This setting allows authorized users to change the Music on Hold. AllowCallQueueMusicOnHoldChange No, Generally Available
Shared voicemail greeting for call overflow This setting allows authorized users to change the Overflow Shared Voicemail Greeting. AllowCallQueueOverflowSharedVoicemailGreetingChange No, Generally Available
Shared voicemail greeting for call timeout This setting allows authorized users to change the Timeout Shared Voicemail Greeting. AllowCallQueueTimeoutSharedVoicemailGreetingChange No, Generally Available
Shared voicemail greeting for no agents This setting allows authorized users to change the No Agents Shared Voicemail Greeting. AllowCallQueueNoAgentSharedVoicemailGreetingChange No3
Language This setting allows authorized users to change the Language. AllowCallQueueLanguageChange Yes3
Membership This setting allows authorized users to change the agents who are part of the call queue. AllowCallQueueMembershipChange Yes
See note 2
Conference mode This setting allows authorized users to change the call queue conference mode setting. AllowCallQueueConferenceModeChange Yes
Agent routing method This setting allows authorized users to change the call queue agent routing (selection) method. AllowCallQueueRoutingMethodChange Yes
Presence-based routing This setting allows authorized users to change the call queue presence-based routing setting. AllowCallQueuePresenceBasedRoutingChange Yes
Opt out (queue configuration) This setting allows authorized users to change the call queue opt-out setting. AllowCallQueueOptOutChange Yes
Routing for call overflow This setting allows authorized users to change the call queue overflow handling. AllowCallQueueOverflowRoutingChange Yes
Routing for call timeout This setting allows authorized users to change the call queue timeout handling. AllowCallQueueTimeoutRoutingChange Yes
Routing for no agents This setting allows authorized users to change the call queue no agents handling. AllowCallQueueNoAgentsRoutingChange Yes

Notes

  1. The authorized user requires a Teams Premium license and Queues app to access this functionality.
  2. If the Call queue uses a distribution list, security group, Microsoft 365 group or a Microsoft Teams channel the owner of these can add or remove agents without a Teams Premium license or Queues app.
  3. This option isn't currently available for authorized users.

Call queues - Agent actions

Teams voice applications policy setting Description PowerShell parameter Teams Premium required1
Opt agent in/out of queue This setting allows authorized users to change an agent's opt-in status. AllowCallQueueAgentOptChange Yes
Agent monitor mode This setting isn't currently available for authorized users. CallQueueAgentMonitorMode Yes2
Agent monitor notification mode This setting isn't currently available for authorized users. CallQueueAgentMonitorNotificationMode Yes2

Notes

  1. The authorized user requires a Teams Premium license and Queues app to access this functionality.
  2. This option isn't currently available for authorized users.

Call queues - Reporting

Teams voice applications policy setting Description PowerShell parameter Teams Premium required1
Real-time call queue metrics This setting allows authorized users to access real-time call queue metrics. RealTimeQueueMetricsPermission Yes
Real-time agent metrics This setting allows authorized users to access real-time call queue agent metrics. RealTimeAgentMetricsPermission Yes
Historical call queue metrics This setting allows authorized users to access historical call queue metrics in Power BI and Queues App. HistoricalQueueMetricsPermission Power BI - No, Generally Available
Queues App - Yes1
Historical agent metrics This setting allows authorized users to access historical call queue agent metrics in Power BI and Queues App. HistoricalAgentMetricsPermission Power BI - No, Generally Available
Queues App - Yes1. This option isn't currently available for authorized users.

Reporting values:

  • None - no access to any metrics.
  • AuthorizedOnly - the authorized user only sees metrics for the auto attendants and call queues (and associated agents) they're authorized for.
  • All - the authorized user sees metrics for all auto attendants and call queues (and associated agents) configured in the tenant.

Important

The All value for real-time call queue and real-time agent metrics is no longer supported.

Notes

  1. The authorized user requires a Teams Premium license and Queues app to access this functionality.