Plan - Appointments tools for Teams Phone Agent

  • Applies to: Microsoft Teams

Note

Teams Phone Agent is currently only available to customers in the Frontier Public Preview program.

This article is for IT pros and Teams administrators who want to learn about the Appointments tools option for Teams Phone Agent.

Appointments

Organizations can bring in their third-party appointment scheduling systems or use Microsoft Bookings and have Teams Phone Agent handle appointment bookings for callers.

Appointment booking system requirements

Setting up an appointment booking system is done through Application Programming Interface (API) endpoints. There are four main API endpoints that need to be configured for appointments to work:

  1. Authentication
  2. Availability
  3. Booking the appointment
  4. Retrieving upcoming appointments

There are five optional API endpoints you can also configure depending on your scenario:

  1. Generating an Auth Token
  2. Getting caller details
  3. Initiating caller authentication
  4. Updating appointments
  5. Deleting appointments

Best practices

We highly recommend using Power Automate, which sits between your booking system and Teams Phone Agent. For example, we used Power Automate as our booking system tool because Microsoft Bookings doesn't have the required built-in capabilities to handle the Teams Phone Agent appointment booking system requirements (authentication validation, and so on).

Licensing requirements

Prerequisites

A booking system that supports public-facing API endpoints for the appointment booking system requirements listed earlier.

Next step

Agents and Queues (Teams Phone Agent)

Remaining planning articles

Previous planning articles

  • Last updated on