Configure Teams Phone in voice channel (preview)

2025-05-06

[This article is prerelease documentation and is subject to change.]

Integrate your existing Microsoft Teams Phone with Dynamics 365 Contact Center to simplify your voice call configuration.

The high-level process to configure the Teams Phone is as follows:

Verify prerequisites.
Create a Teams resource account for the Dynamics 365 application ID and associate the Teams resource account with the Dynamics organization’s Azure Communication Services resource.
Assign a license to the Teams resource account.
Assign a service number to the Teams resource account.
Configure the Teams Phone in the voice channel.

Important

This is a preview feature.
Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

You need to configure new IVR agents in Copilot Studio because the existing IVR agents might not work with the Teams Phone integration.

Prerequisites

Teams tenant with Teams Phone license with Teams Calling Plan, Teams Direct Routing, or Teams Operator Connect PSTN connectivity options.
Service phone number.
- We recommend that you use a non-production service phone number for testing the Teams Phone.
- Create a resource account for the service number when you enable the Dynamics 365 organization for the Teams Phone system.
Dynamics 365 Contact Center or Dynamics 365 Customer Service premium license with the voice channel provisioned and configured. An Azure Communication Services resource is provisioned when you provision the voice channel.
User with License Administrator role and Teams administrator role.
- A user with License Administrator, Teams administrator, and Skype for Business Administrator roles is needed. These roles are for creating the Teams resource account and assigning a Teams calling license to the Teams resource account.
- The Teams Phone in Dynamics 365 Contact Center voice channel also requires the latest Microsoft Teams PowerShell module installed on the user’s machine.
  - Install Microsoft Teams PowerShell module in the user’s system if it isn't yet installed.
  - Update the Microsoft Teams PowerShell module if it's already installed.
- To synchronize the phone number, you need the Teams Administrator or Teams Telephony Administrator role and TeamsResourceAccount.Read.All Graph permission.
- At runtime, the service representatives assigned to the voice queue need a Teams calling license.

Create a Teams resource account

In Teams, a resource account is required for every number that's used with Dynamics 365 Contact Center application.

Download the script and run it to create and associate the Teams resource account with the Dynamics 365 application.

Alternatively, you can run the following PowerShell cmdlets in the specified order. The Teams resource account is created and associated with the Dynamics 365 application.

As a Teams administrator, run the following Teams PowerShell cmdlets in administrator mode.

To sign in.
```
Connect-MicrosoftTeams
```

To create the Teams resource account for the Dynamics 365 application ID.

New-CsOnlineApplicationInstance -UserPrincipalName <NewTeamsResourceAccountEmailAddress> -DisplayName "<NewTeamsResourceAccountDisplayName>" -ApplicationID "GUID"

Copy the Object ID of the new Teams resource account. You need it for running the next cmdlets.

Associate the organization's Azure Communication Services resource with the Teams resource account.

Set-CsOnlineApplicationInstance -Identity <TeamsResourceAccountObjectId> -ApplicationId "4b8f0dce-d7d5-47a3-a27c-1764b90505e2" -AcsResourceId "<OrganizationAzureCommunicationServiceImmutableResourceID>"

Sync-CsOnlineApplicationInstance -ObjectId <TeamsResourceAccountObjectId> -ApplicationId "4b8f0dce-d7d5-47a3-a27c-1764b90505e2" -AcsResourceId "<OrganizationAzureCommunicationServiceImmutableResourceID >"

Assign license to Teams resource account

Complete the steps in Assign a license to assign a license to the Teams resource account.

Assign service number to Teams resource account

Complete the steps in Manage phone numbers for users to assign a service number through Teams admin center.

Complete the steps in Assign a phone number to assign a calling plan service number to the Teams resource account.

If you're assigning a Direct Routing service phone to the Teams resource account, then use the following steps instead.

Run the following Teams PowerShell cmdlet to assign a Direct Routing service phone number to the Teams resource account.

 Set-CsPhoneNumberAssignment -Identity <TeamsResourceAccountEmailAddress> -PhoneNumber <DirectRoutingPhoneNumberInE164Format> -PhoneNumberType DirectRouting

Run the following Teams PowerShell cmdlet to assign a Direct Routing Policy to the Teams resource account. The Team resource account can then place phone calls in external phone number consult or transfer scenarios.
```
Grant-CsOnlineVoiceRoutingPolicy -Identity <TeamsResourceAccountEmailAddress> -PolicyName "<DirectRoutingPolicyName>"
```
If you want to assign an operator connect service phone to the Teams resource account, then use the following steps instead.
```
Set-CsPhoneNumberAssignment -Identity <TeamsResourceAccountEmailAddress> -PhoneNumber <OperatorConnectPhoneNumberInE164Format> -PhoneNumberType OperatorConnect
```

Configure Teams Phone in the voice channel

Complete the following steps to configure inbound calling and sync the Teams service phone numbers.

In the site map of Copilot Service admin center, select Channels in Customer support. The Channels page appears.
Select Manage for Phone numbers.
On the Phone numbers page, select Advanced.
On the Manage telephony page, navigate to the Teams telephony tab. You’ll see the Azure Communication Service immutable resource ID with a Dynamics 365 Application ID.
Select Sync to create the phone number record for the Teams service number.
Create a workstream.
Add a voice channel to the workstream for the Teams service phone number by performing the steps in Set up inbound calling.

How representatives receive and handle the Teams calls

When a customer calls the Teams Phone number to connect with a representative, the representative receives the call notification on both the Copilot Service workspace app and Teams desktop or web app. The representative must accept the call notification on the Copilot Service workspace app. The representative can use the call controls to interact with the customers.

Call recordings and transcripts
Call a customer
Use call controls and representative desktop for voice

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