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This article is for IT pros and Teams administrators who want to learn about third party voice agent integration with Teams.
Third party voice agents
Microsoft Teams Phone Unify Integration model for third party voice agents enables organizations to extend Teams Phone with third party conversational voice agents, whether built in-house or delivered by a partner.
With this integration, these third party voice agents can answer calls, provide information, authenticate callers, capture intent, and more. Those voice agents can also seamlessly route the call to the right Teams Phone destination, such as Auto Attendants, Call Queues, or individual users, handing off the full caller context to whoever picks up next.
Through the Context Pane in Teams call client, end-to-end context is preserved as the call routes to different destinations. Structured call metadata, including caller identity, intent, call topic, conversation summary, and sentiment, flows automatically between an Auto Attendant, third party voice agent, and the receiving Call Queue representatives or Teams user, so context is never lost on a handoff and the next person in the chain answers callers fully informed.
There are multiple places where this voice agent integration can be used:
- Teams Phone Agent or Auto attendant routing,
- Call Queue via Exception Handling routing,
- Directly to a third party voice agent
Through Tags, third party voice agents bots can redirect a live call to any Teams Phone destination (Teams Phone Agent, Auto Attendant, Call Queue, or user) the moment the caller asks for it, with no manual transfer required.
Licensing requirements
Third party voice agent partners have their own licensing requirements.
Third party voice agent partners
Microsoft partners with a growing ecosystem of third party voice agent providers that deliver solutions based on this extensibility model. This approach lets organizations bring their existing third party voice agent solutions in Teams Phone without building solutions from scratch.
Next planning article
Remaining planning articles
- Authorized users
- Shared call history
- Call priorities for call queues
- Recording calls
- Templates and resources
- Business decisions for Teams Phone agents, Auto attendants, and Call queues
- Nesting call flows
- Reporting Considerations
- Technical prerequisites and licensing requirements
- Design call flows
- Supported configurations
- Getting started