Manage voice applications policies in Microsoft Teams

Note

Some of these features are in limited public preview. For more information, contact your Microsoft customer success manager. Information in this article is subject to change.

This article is for IT Pros and administrators who want to delegate Auto attendant and Call queue change capabilities to users in their organization.

Voice applications policies allow you to create and assign voice application policies to authorized users. Voice application policies control what configuration changes an authorized user can make to the auto attendants and call queues they're authorized for.

Before creating and assigning policies, read Plan for authorized users for licensing information and Set up authorized users. Some configuration capabilities require a Teams Premium license.

You can manage voice applications policies by using the Microsoft Teams admin center or with PowerShell to create and assign custom policies. Users in your organization automatically get the global policy unless you create and assign a custom policy.

To manage voice applications policies with PowerShell, use the following PowerShell cmdlets:

Important

The global, org-wide default policy turns off all configuration change capabilities. You must create and assign custom policies to allow authorized users to make configuration changes to auto attendants and call queues.

Create a custom voice applications policy

Create custom policies that reflect the configuration changes you want to allow authorized users to make to auto attendants and call queues.

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Voice applications policies.

  2. Select Add.

  3. Enter a name and description for the policy.

  4. From here, choose the settings you want to allow your authorized users to configure.

    Note

    Choose the policy name and description carefully as these can't be changed later.

  5. Select Save.

Edit a custom voice applications policy

You can edit any custom voice applications policies you create.

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Voice applications policies.
  2. Select the policy by selecting to the left of the policy name, and then select Edit.
  3. Change the settings you want to allow your authorized users to configure.
  4. Select Save.

Note

It's not possible to change the name or description of the policy.

Assign a custom voice applications policy to users

To individually assign a custom voice application policy to users, you can use the Teams admin center or Grant-CsTeamsVoiceApplicationsPolicy cmdlet.

In addition to creating a TeamsVoiceApplicationsPolicy and assigning it to users, a user must also be assigned as an Authorized user to at least one auto attendant or call queue.

If you only assign a voice application policy to a user and don't assign them as an authorized user to at least one auto attendant or call queue, the user can't perform the actions described in Voice applications policy settings. The reverse is also true - if you only assign a user as an Authorized user to at least one auto attendant or call queue but you don't assign them a voice applications policy, the user can't perform the actions you delegate.

To learn more about the different ways that you can assign policies to users, see Assign policies to your users in Teams.

Voice applications policy settings

Voice applications policies control what configuration changes and actions an authorized user can make to the auto attendants and call queues they're authorized for and what reports authorized users have access to. The following settings are available:

Auto attendants - Features

Teams voice applications policy setting Description PowerShell parameter Teams Premium required
Business hours greeting This setting allows authorized users to change the Business Hours Greeting. AllowAutoAttendantBusinessHoursGreetingChange No
After hours greeting This setting allows authorized users to change the After Hours Greeting. AllowAutoAttendantAfterHoursGreetingChange No
Holiday greeting This setting allows authorized users to change the Holiday Greeting. AllowAutoAttendantHolidayGreetingChange No
Business hours This setting allows authorized users to change the auto attendant business hours schedule. AllowAutoAttendantBusinessHoursChange Yes, Public Preview
Business hours call routing This setting allows authorized users to change the auto attendant business hours call flow. AllowAutoAttendantBusinessHoursRoutingChange Yes, Public Preview
After hours call routing This setting allows authorized users to change the auto attendant after hours call flow. AllowAutoAttendantAfterHoursRoutingChange Yes, Public Preview
Holiday hours dates and hours This setting allows authorized users to change the auto attendant holiday schedules. AllowAutoAttendantHolidaysChange Yes, Public Preview
Holiday hours call routing This setting allows authorized users to change the auto attendant holiday call flow. AllowAutoAttendantHolidayRoutingChange Yes, Public Preview

Auto attendant - Reporting

Teams voice applications policy setting Description PowerShell parameter Teams Premium required
Real-time auto attendant metrics This setting allows authorized users to access real-time auto attendant metrics. RealTimeAutoAttendantMetricsPermission Yes, Public Preview
Historical auto attendant metrics using Power BI This setting allows authorized users to access historical auto attendant metrics. HistoricalAutoAttendantMetricsPermission No
Historical auto attendants metrics using Queues app This setting allows authorized users to access historical auto attendant metrics. HistoricalAutoAttendantMetricsPermission Yes, Public Preview

Reporting values:

  • None - no access to any metrics.
  • AuthorizedOnly - the authorized user only sees metrics for the auto attendants and call queues (and associated agents) they're authorized for.
  • All - the authorized user sees metrics for all auto attendants and call queues (and associated agents) configured in the tenant.

Call queues - Features

Teams voice applications policy setting Description PowerShell parameter Teams Premium required
Welcome greeting This setting allows authorized users to change the Welcome Greeting. AllowCallQueueWelcomeGreetingChange No
Music on Hold This setting allows authorized users to change the Music on Hold. AllowCallQueueMusicOnHoldChange No
Shared voicemail greeting for call overflow This setting allows authorized users to change the Overflow Shared Voicemail Greeting. AllowCallQueueOverflowSharedVoicemailGreetingChange No
Shared voicemail greeting for call timeout This setting allows authorized users to change the Timeout Shared Voicemail Greeting. AllowCallQueueTimeoutSharedVoicemailGreetingChange No
Shared voicemail greeting for no agents This setting allows authorized users to change the No Agents Shared Voicemail Greeting. AllowCallQueueNoAgentSharedVoicemailGreetingChange No
Membership This setting allows authorized users to change the agents who are part of the call queue. AllowCallQueueMembershipChange Yes, Public Preview
See note 1
Conference mode This setting allows authorized users to change the call queue conference mode setting. AllowCallQueueConferenceModeChange Yes, Public Preview
Agent routing method This setting allows authorized users to change the call queue agent routing (selection) method. AllowCallQueueRoutingMethodChange Yes, Public Preview
Presence-based routing This setting allows authorized users to change the call queue presence-based routing setting. AllowCallQueuePresenceBasedRoutingChange Yes, Public Preview
Opt out (queue configuration) This setting allows authorized users to change the call queue opt-out setting. AllowCallQueueOptOutChange Yes, Public Preview
Routing for call overflow This setting allows authorized users to change the call queue overflow handling. AllowCallQueueOverflowRoutingChange Yes, Public Preview
Routing for call timeout This setting allows authorized users to change the call queue timeout handling. AllowCallQueueTimeoutRoutingChange Yes, Public Preview
Routing for no agents This setting allows authorized users to change the call queue no agents handling. AllowCallQueueNoAgentsRoutingChange Yes, Public Preview

Notes

  1. If the Call queue uses a distribution list, security group, Microsoft 365 group or a Microsoft Teams channel the owner of these can add or remove agents without a Teams Premium license.

Call queues - Agent actions

Teams voice applications policy setting Description PowerShell parameter Teams Premium required
Opt agent in/out of queue This setting allows authorized users to change an agent's opt-in status. AllowCallQueueAgentOptChange Yes, Public Preview

Call queues - Reporting

Teams voice applications policy setting Description PowerShell parameter Teams Premium required
Real-time call queue metrics This setting allows authorized users to access real-time call queue metrics. RealTimeQueueMetricsPermission Yes, Public Preview
Real-time agent metrics This setting allows authorized users to access real-time call queue agent metrics. RealTimeAgentMetricsPermission Yes, Public Preview
Historical call queue metrics using Power BI This setting allows authorized users to access historical call queue metrics in Power BI. HistoricalQueueMetricsPermission No
Historical agent metrics using Power BI This setting allows authorized users to access historical call queue agent metrics in Power BI. HistoricalAgentMetricsPermission No
Historical call queue metrics using Queues app This setting allows authorized users to access historical call queue metrics in the Queues app. HistoricalQueueMetricsPermission Yes, Public Preview
Historical agent metrics using Queues app This setting allows authorized users to access historical call queue agent metrics in the Queues app. HistoricalAgentMetricsPermission Yes, Public Preview

Reporting values:

  • None - no access to any metrics.
  • AuthorizedOnly - the authorized user only sees metrics for the auto attendants and call queues (and associated agents) they're authorized for.
  • All - the authorized user sees metrics for all auto attendants and call queues (and associated agents) configured in the tenant.