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Forward Teams calls to your digital contact center

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

If a customer service representative (service representative or representative) isn't available when a customer calls a Microsoft Teams number in your voice channel, the call can be automatically forwarded to your organization's digital contact center. Standard charges for Teams calls apply to forwarded calls. Calls that are forwarded to your digital contact center numbers are charged based on the PSTN inbound rate.

To turn on call forwarding:

How call forwarding in Teams works

When a Teams call is forwarded to the digital contact center, the contact center representative sees the phone number the customer called from. If the customer is in Dynamics 365, more contact details are available.

Call forwarding is supported in the following scenarios:

  • Calls to Teams user numbers
  • Calls to auto attendants
    Calls can also be forwarded directly to the digital contact center number without the auto attendant flow.
  • Calls in call queues
    To forward the calls in a queue, enable the following settings in the Microsoft Teams admin center:
    - To forward all calls, set Call overflow handling > Maximum calls in the queue to 0. The default is 50 and the maximum is 200.
    - To forward calls that have been in the queue longer than five minutes, set Call timeout handling > Maximum wait time to five minutes.

Introduction to the voice channel
Identify customers automatically