Setup - Direct dial Microsoft Copilot Studio voice agents through Microsoft Teams Phone

  • Applies to: Microsoft Teams, Skype for Business

Planning and licensing review

Planning

Licensing

  • Auto Attendant and Call Queue
  • Teams Phone Agent
  • To use Copilot Studio with Teams Phone Agent, you need the following licenses and access:
    • Copilot Studio tenant license: These entitlements are needed to run the agents and publish the agents to a channel.
    • Copilot Studio user license: Required for creating and using Copilot Studio applications.
    • Tenant access to the Copilot Studio and Teams Phone Agent integration preview: This feature is gated. Your tenant must be explicitly enabled by Microsoft support before the Teams Phone channel option appears in your environment.

Known issues

None.

What's new for in the past six months

  • June 15
    • Entered Frontier Public Preview

Overview

Direct dial Microsoft Copilot Studio voice agents through Microsoft Teams Phone allow you to create conversational AI bots and attach them directly to a phone number via Teams Phone’s resource accounts. By using these first-party conversational voice agents, you can significantly enhance your current Interactive Voice Response experiences or upgrade your current call flows.

Copilot Studio provides a powerful platform to build custom workflows tailored to your business. Key capabilities include:

  • Custom Workflows: Build specialized voice workflows and conversational topics.
  • Extensible Integrations: Connect your voice agents with CRM systems, internal knowledge bases, and more.
  • Routing: Route calls efficiently to Teams Phone destinations using Tags, including Call Queue, Auto Attendants, specific users, and more.

By front-ending your call flow with a Copilot Studio voice agent, you unlock deep automation and tailored experiences. You can design custom workflows to handle common inquiries, such as billing, order status, and inventory checks. The agent acts as an intelligent first point of contact, resolving issues independently before seamlessly routing the call to a human representative using traditional Teams Phone routing systems if needed.

Teams Admin Center setup and configuration

Make a Copilot Studio voice agent:

  1. For detailed steps on how to make a Microsoft Copilot Studio voice agent, see Integrate voice agents with Teams Phone.

Create an AI Agent Resource account:

  1. In the Teams Admin Center, expand Voice, select Resource accounts, and then select Add.
  2. Enter a Display name, Unique Username and select a Domain name.
  3. Select your Resource account type as AI Agent.
  4. Save your changes.

License your AI Resource account:

  1. Go to Microsoft Admin Center, navigate Users / Active users, and select your Resource account.
  2. Add the Teams Phone Resource Account license under Licenses and Apps
  3. Save your changes
  4. Wait for the changes to propagate.
  1. In the Teams Admin Center, expand Voice, and select Resource accounts.
  2. select your AI Agent Resource account and select Edit.
  3. (optional) Select a Voice routing policy.
  4. (optional) Assign a phone number. If you don’t assign a phone number, only users in your tenant can call this resource account over VOIP via Teams Client.
    • Select your Phone number type: Calling Plans, Operator Connect, or Direct Routing.
    • Select a phone number.
    • Save your changes.
  5. Under Agents, select your Agent Source and Select your Copilot Studio voice agent.
  6. (optional) Select a Tag template to be able to route to different Teams Phone destinations via your Copilot Studio voice agent.
    • For information, see Tags.
  7. Save your changes.

PowerShell setup and configuration

To set up a Copilot Studio voice agent through Teams Phone through PowerShell, see these cmdlets.

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