Microsoft Teams shared line appearance

Important

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.

For more information, review Supplemental Terms of Use for Microsoft Azure Previews.

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.

Prerequisites

Use Cases

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.

For more information on the capabilities available during a shared line appearance call, see Calling capabilities for Teams users.

Next steps