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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 how to create configurations that can be shared across multiple Teams Phone Agent, Auto Attendant, and Call Queues.
Templates
Templates and resources define a set of common Teams Phone Agent, Auto Attendant, or Call Queue configuration options. Once defined, the templates can be associated with multiple Teams Phone Agents, Auto Attendants, Call Queues, which then share the same configuration.
When a template is changed, all the Teams Phone Agents, Auto Attendants, or Call Queues that reference the template are updated with the new configuration.
The following templates are currently available:
Automatic Recording for Teams Phone Agent
Record and trascribe caller's interactions with Teams Phone Agent.
For more information, see Recording calls.
Automatic Recording for Call Queue
Record and transcribe inbound call queue calls.
For more information, see Recording calls.
Compliance Recording for Call Queue
Compliance recording for inbound call queue calls.
For more information, see Recording calls.
Shared Call History for Auto Attendants
**This feature requires users to have Queues App.
Authorized users and shared voicemail members are able to see a history of actions on shared voicemails.
For more information, see Shared call history.
Shared Call History for Call Queues
**This feature requires users to have Queues App.
Agents and supervisors are able to see an evolving history of missed calls, calls that are returned and voicemails that are listened to. Shared Call History for Call Queues enables agents to ensure that every call that takes place within a call queue is handled efficiently. It also enables supervisors to better track and manage the activities of their agents.
For more information, see Shared call history.
Tags
Tags are a way to pass dynamic transfer information from Teams to Microsoft Copilot Studio (MCS) and third party interactive voice response (IVR) systems. Using Tags simplifies and results in more scalable MCS or IVR applications.
Sample Use Case
Contso Pharmacy have locations all over the world and use Teams as their phone system in all locations. Every location has their own local phone number and Teams Phone Agent that provides unique information for that location. Contoso provides every location with a centralized prescription renewal MCS agent that allows customers to renew their prescriptions 24 hours a day, 7 days a week. Once a prescription is renewed, the caller can request to speak to their local pharmacist. The system then transfers the call back to the local pharmacy department for handling.
Implementation Methods Without Tags
One option is to hard code all the local pharmacy transfer points into the MCS application, driving significant coordination between the MCS applications development team and the Teams administrators. This approach doesn’t scale well; every time a store closes or a new store opens, the MCS application must be updated. Adhoc changes, driven by conditions at the local stores, such as having one local store cover for another, are also not easy to accommodate.
A second option is to have the MCS application look up this information in an external database or in Teams through the Graph API. While more flexible than hard coding the transfer points, this option creates a dependency that could affect the reliability of the application.
Implementation With Tags
Tags allow passing the variable pharmacy transfer information that already exists in Teams to the MCS application. The MCS application doesn’t have to be changed anytime a store closes or opens, local store driven changes can be accommodated by a Teams admin, and that there’s no dependency on other systems.
In the Contso Pharmacy example, when a call comes into the local store, a tag can be passed into the MCS application. The tag contains the pharmacist transfer point for that local store.
Now the MCS application only needs to know there's a Pharmacist transfer point and that it receives this information as part of the inbound call information.
Licensing requirements
Next planning article
Business decisions for Teams Phone attendants and Call queues
Remaining planning articles
- Nesting call flows
- Reporting Considerations
- Technical prerequisites and licensing requirements
- Design call flows
- Supported configurations
- Getting started