Setup - Teams Phone Agent - Agents and Queues

  • Applies to: Microsoft Teams

Important

Teams Phone Agent is now generally available.

Interested in learning more? Submit a brief Teams Phone & Voice AI Customer Opportunity intake form to explore Teams Phone Agent capabilities, assess organizational fit, and receive guidance on deployment, setup, and configuration.

We want your feedback

Help us improve Teams Phone Agent. Share your feedback on our planning and setup documentation, the Teams admin center experience, Teams Phone Agent features, or tell us about features and improvements you’d like to see.

Caution

Daylight Savings Time changes – Manual changes to auto attendant time zones required by some customers.

On November 1, 2026, Daylight Savings Time will end in North America.

In Canada, the provinces of Alberta, British Columbia, and Manitoba will remain on Daylight Savings Time and will not move the clocks back one hour.

Customers with Teams Phone Agents serving these provinces that have time zone configurations that reference (UTC-7:00) Mountain Time (US & Canada), (UTC-8:00) Pacific Time (US & Canada), or (UTC-05:00) Eastern Time (US & Canada) must be updated as follows:

  • Alberta: Permanently moves to UTC-6:00.

    • Change the auto attendant time zone selection from (UTC-7:00) Mountain Time (US & Canada) to (UTC-6:00) Saskatchewan as DST is not observed in Saskatchewan.

  • British Columbia: Permanently moves to UTC-7:00.

    • Change the auto attendant time zone selection from (UTC-8:00) Pacific Time (US & Canada) to (UTC-7:00) Arizona as DST is not observed in Arizona.

  • Manitoba: Permanently moves to UTC-5:00.

    • Change the auto attendant time zone selection from (UTC-05:00) Eastern Time (US & Canada) to (UTC-05:00) Bogota, Lima, Quito, Rio Branco or (UTC-05:00) Chetumal as DST is not observed in these areas.

In Ontario, the following communities and areas will not turn clocks back and will remain on Central Daylight Time year‑round:

  • Kenora
  • Dryden
  • Fort Frances
  • Sioux Lookout
  • Red Lake
  • Rainy River
  • Other communities west of the 90th meridian that currently follow Central Time and change clocks seasonally

Customers with Teams Phone Agents serving these areas that have time zone configurations that reference (UTC-05:00) Eastern Time (US & Canada) should change the time zone selection to (UTC-05:00) Bogota, Lima, Quito, Rio Branco or (UTC-05:00) Chetumal as DST is not observed in these areas.

This article is for IT pros and Teams administrators who want to create Agents and Queues for use with Teams Phone Agent.

Planning and licensing review

Planning

Licensing

Known issues

None.

What's new in Teams Phone Agent (last six months)

  • October 21, 2026
  • October 19, 2026
  • October 14, 2026
    • Teams Phone Agent now supports 42 voices, including 33 new ones.
  • September 30, 2026
  • September 29, 2026
  • September 1, 2026
    • Appointments integration with Microsoft Bookings can be configured via PowerShell.
  • August 31, 2026
  • August 17, 2026
    • Automatic Recording for Teams Phone Agent can be configured via PowerShell.
  • August 12, 2026
    • Spam detection can be configured via PowerShell.
    • AI disclaimer customization can be configured via PowerShell.
    • Maximum call length can be configured in PowerShell.
  • July 20, 2026
  • June 15, 2026
    • Entered Frontier Public Preview

Microsoft Copilot Studio voice agent setup and configuration

For detailed steps on how to create a Microsoft Copilot Studio voice agent, see Integrate voice agents with Teams Phone.

Teams admin center setup and configuration

To view Agents and Queues in the Teams admin center:

  1. Expand Voice.
  2. Select Templates and resources.
  3. Select Agents and Queues.

The Microsoft Copilot Studio voice agent you created appears here.

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