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This article is for IT pros and Teams administrators who want to integrate certified third-party voice agent solutions and use them with Teams Phone Agent, Auto Attendant, and Call Queue.
Planning and licensing review
Planning
Licensing
Known issues
- When a call is transferred from Teams to a third-party voice agent, and the voice agent tries to conference or transfer an external phone number, the call fails.
What's new for third-party voice agents in the past six months
- June 15
- Generally available
Steps to create a third-party voice agent for Teams Phone Agent, Auto Attendant, or Call Queue
The Teams portion of the third-party voice agent configuration is currently available through PowerShell only.
The following Azure resources are also required:
- An Azure account with an active subscription. Create an account for free.
- A Communication Services resource. For more information, see Create a Communication Services resource.
- A configured Event Grid endpoint. For more information, see Incoming call concepts.
- An application or service endpoint to host your voice agent logic. This must be reachable by Azure Communication Services events.
- Obtain the Azure application identifier for the voice agent.
- Create and license a new resource account that links to the Azure application.
$raVA = New-CsOnlineApplicationInstance -UserPrincipalName <contoso_user@contoso.com> -DisplayName "<Name of Resource Account>" -ApplicationID "<3rd Party Voice Agent Application ID>"
# Set the Resource Account's Location
Update-MgUser -UserId $raVA.ObjectId -UsageLocation <Location (i.e. US)>
# Assign the Microsoft Teams Phone Resource Account license to the Resource Account
$skuID = (Get-MgSubscribedSKU | Where {$_.SkuPartNumber -eq "PHONESYSTEM_VIRTUALUSER"}).SkuId
Set-MgUserLicense -UserId $raVA.Identity -AddLicenses @{SkuId = $skuID} -RemoveLicenses @()
Example - Via an auto attendant
Create an auto attendant
$aaDefaultGreetingText = "<Greeting>"
$aaDefaultGreetingPrompt = New-CsAutoAttendantPrompt -TextToSpeechPrompt $aaDefaultGreetingText
$aaDefaultMenuPromptText = "<For the voice agent, press 1>"
$aaDefaultMenuPromptPrompt = New-CsAutoAttendantPrompt -TextToSpeechPrompt $aaDefaultMenuPromptText
$aaDefaultMenuOpt1CE = New-CsAutoAttendantCallableEntity -Type ApplicationEndpoint -Identity $raVA.Identity
$aaDefaultMenuOpt1 = New-CsAutoAttendantMenuOption -Action TransferCallToTarget -CallTarget $aaDefaultMenuOpt1CE -DtmfResponse Tone1 -VoiceResponses "<Voice Agent>"
$aaDefaultMenu = New-CsAutoAttendantMenu -Name "Default Open Menu" -MenuOptions @($aaDefaultMenuOpt1) -Prompt @($aaDefaultMenuPromptPrompt)
$aaDefaultMenuCallFlow = New-CsAutoAttendantCallFlow -Name "Default Open Call Flow" -menu $aaDefaultMenu -Greetings @($aaDefaultGreetingPrompt)
$aaAA = New-CsAutoAttendant -Name "<Name>" -LanguageId <Language ID> -TimeZoneId "<Insert your Time Zone ID>" -DefaultCallFlow $aaDefaultMenuCallFlow
Perform the following steps in the Teams admin center:
- Create a resource account.
- License the resource account.
- Assign the resource account to the auto attendant.
- Optionally, assign a phone number to the resource account.