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Categories: Teams

May 10, 2021

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Teams: Voice-Enabled Channels (Collaborative Calling)

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From Microsoft Corporation
Technical Bulletin MC246651

Message Summary

We are introducing a new feature to support Voice-Enabled Channels (Collaborative Calling) in the Microsoft Teams desktop client. This feature will provide a new way of configuring call queues by allowing you to link Teams channels to call queues.

This message is associated with Microsoft 365 Roadmap ID 68770.

When this will happen

We will begin rolling this out in late March and expect to complete rollout by early April.

How this will affect your organization

You will be able to configure call queues differently in a way that will allow the members of a channel to be automatically synchronized and set as the agents for the call queue. After configuring, a new Calls tab will be available in the Teams desktop client for members of the channel. The new Calls tab will provide a dedicated call history for agents of the call queue showing;

  • Opt-in status of cohort agents.
  • Call queue’s shared voicemail (if configured).

This feature will not affect existing call queues and new call queues can continue to be configured using the current configuration settings.

What you need to do to prepare

This is default off and no action is required unless you want to configure a new Voice-Enabled Channel. You can configure a new or existing call queue to be a Voice-Enabled Channel by simply selecting the Automatic option in the Teams Admin Center call queue configuration menu when setting a list of agents. Existing call queues will continue to retain their current configuration, which is listed as a Manual option to select specific users or groups.;

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