Support Request – Microsoft Teams Virtual Front Desk / Kiosk Solution

Question

Hi Microsoft Support Team,

We are currently working on a customer service virtual front desk / kiosk solution integrated with Microsoft Teams using Neat devices and Windows PCs.

Our requirement is to create an unattended customer assistance workflow where customers can directly connect with support agents through video calls without any manual Teams interaction.

The main requirements are:

• No Teams join screen for customers
• No name entry or login required
• Automatic video call connection from booth devices
• Support for Neat devices and Windows kiosk PCs
• Queue-based or agent-based call routing
• Integration with our token and booth assignment system
• Virtual Front Desk style experience for customer service booths

We would like guidance on the recommended Microsoft Teams architecture, licensing, and supported approach for implementing this workflow.

Looking forward to your support and recommendations.

Best regards, [Moderator note: Personally Identifiable Information removed] 

Answer 1

Hi Darren-Ng,

Thank you for your guidance and detailed response.

Understood. We will proceed with creating a support request through the Microsoft 365 Admin Center for further technical guidance regarding the Teams Virtual Front Desk / kiosk deployment architecture.

We appreciate your support and clarification on the recommended process.

Best regards,
[Moderator note: Personally Identifiable Information removed] 

Answer 2

Dear @Faraz Ahmad Ansari,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you are looking to implement a Microsoft Teams, based virtual front desk/kiosk solution that allows customers to automatically connect to support agents via video call without requiring any login, name entry, or manual interaction, and you would like guidance on the recommended architecture, licensing, and supported approach.Your scenario involves a complex Microsoft Teams kiosk/front desk solution that requires detailed validation and possibly design guidance from Microsoft engineers.

Given the architecture, device integration (Neat and Windows kiosk), and customization requirements, this type of request is best handled through Microsoft’s official support channels for deeper investigation.

I recommend opening a support request with Microsoft:

Microsoft 365 Admin Center (Standard Support)

Sign in to the admin portal: Access Microsoft 365 Admin Center

Go to Help & support

Create a new service request with full details of your scenario

Kindly noted Only administrators (Global Admin or Service Support Admin) can open support tickets.

Or you can submit ticket via Unified / Premier Support (Paid)

If your organization has a Unified Support plan, you can:

• Submit a ticket via Services Hub
• Engage Microsoft engineers for architecture review and advanced guidance

Unified support provides enhanced response and deeper technical engagement for complex scenarios.

Note: Please understand that as forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend issues, I truly appreciate your understanding of these limitations. I genuinely hope the information I share helps guide you in the right direction, and I'm always here to assist as much as I can within my scope.   

Please feel free to reach out if you have any other questions.