Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
Teams Phone Agent is now generally available.
Book a Teams Phone Agent Discovery Session to learn what Teams Phone Agent does, how it fits your organization, and how to plan your deployment. We can also help you work through setup and configuration questions. Teams Phone Agent Discovery Sessions
We want your feedback
Help us improve Teams Phone Agent. Share your feedback on our planning and setup documentation, the Teams admin center experience, Teams Phone Agent features, or tell us about features and improvements youâd like to see.
This article is for IT pros and Teams administrators who want to learn about the Agents and Queues option for Teams Phone Agent.
Agents and Queues
Microsoft Copilot Studio
With Teams Phone Agent's integration with Microsoft Copilot Studio (MCS), organizations can create custom voice agents in MCS to attach to their Teams Phone Agent.
- Create specialized workflows, such as billing, prescription refill, and order status.
- Build in escalation flows that redirect to destinations such as users and call queues by using Tags.
Customers experience a seamless handoff between Teams Phone Agent and the MCS custom voice agent.
MCS custom agents that are published to the Teams Phone channel automatically appear in the Agents and Queues list.
Licensing requirements
Known issues
None.
Next step
Remaining planning articles
- Third-party voice agents
- Holidays
- 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
- Nested call flows
- Reporting considerations
- Technical prerequisites and licensing requirements
- Design call flows
- Supported configurations
- Getting started
