This feature of Azure Communication Services is currently in preview.
Preview APIs and SDKs are provided without a service-level agreement. We recommend that you don't use them for production workloads. Some features might not be supported, or they might have constrained capabilities.
Microsoft Teams shared line appearance lets a user choose a delegate to answer or handle calls on their behalf. This feature is helpful if a user has an administrative assistant who regularly handles the user's calls. In the context of Teams shared line appearance, a manager is someone who authorizes a delegate to make or receive calls on their behalf. A delegate can make or receive calls on behalf of the delegator.
Business Enterprises: Team leads can delegate their call responsibilities during meetings or vacations to their assistants or colleagues, ensuring uninterrupted communication with stakeholders.
Contact Centers: Supervisors can allocate their call flows to other available agents during breaks, making certain that no client query goes unanswered.
Healthcare: Doctors or nurses can delegate their call flows to peers or assistants during surgeries or when attending critical cases, ensuring patient queries are addressed promptly.
Platform capabilities
The following Azure Communication Services and Graph platforms currently support shared line appearance:
Capability
Calling SDK JS
Graph SDK
Set up delegation (add/remove/update delegate permissions)
❌
❌
Receive calls on behalf of another
✔️
❌
Call a phone number on behalf of another
✔️
❌
Call a Teams user on behalf of another
✔️
❌
Receive an ACS user call on behalf of another Teams user
✔️
❌
Get the delegate view of shared lines
❌
✔️
Get the delegate view of manager’s call activities
❌
❌
Get the manager view of delegates
❌
✔️
Get shared call history
❌
❌
Delegate or manager can hold or resume
✔️
❌
Note
Calling SDK for iOS, Android, and Windows do not currently support shared line appearance.
Understand how auto attendants and call queues in Microsoft Teams can interact with callers to ensure they're connected your agents as quickly as possible. You'll also learn how to set up auto attendants and call queues.
Demonstrate skills to plan, deploy, configure, and manage Microsoft Teams to focus on efficient and effective collaboration and communication in a Microsoft 365 environment.