Streamline your contact center telephony with Teams Phone extensibility
Microsoft Teams Phone brings intelligent, cloud-based calling to Teams, streamlining operations and delivering secure, reliable voice experiences. Until recently, however, enabling enterprise calling in the contact center meant deploying separate solutions, adding administrative complexity and redundant costs. Today, we’re excited to announce the general availability of Teams Phone extensibility for a growing ecosystem of contact center solutions, including Microsoft Dynamics 365 Contact Center. This new capability allows customers to extend Teams Phone investments into the contact center, enabling customers to use a single, integrated calling solution across both unified communications (UCaaS) and contact center (CCaaS) environments. Organizations can leverage Teams Phone extensibility to: Apply existing Teams Phone licenses to enable telephony for users of Dynamics 365 Contact Center or other certified ISV contact center solutions 1 . Avoid procuring, configuring, managing, and training users on a separate phone system for contact center deployments. Leverage the broad geographic availability of Teams Phone through calling plans available in 36 countries, Operator Connect in 96 countries, and Direct Routing globally. Benefit from the extensive features of Teams Phone, including the familiar Teams management interface. With these benefits, you can now streamline your telephony and reduce the number of solutions to license and manage across your organization. Learn more about the features of Teams Phone extensibility including conversational AI integration. Unify your calling capabilities for time and cost savings Teams Phone extensibility is a significant development for customers. It reflects how Dynamics 365 Contact Center helps organizations innovate faster and reduce costs with Microsoft’s unified cloud platform, low-code tools, and built-in AI – making it easier to build, manage, and scale contact center solutions without complex infrastructure or costly custom development. Teams Phone extensibility enables organizations to unify calling and contact center experiences for both agents and customers, all within a secure, familiar Microsoft environment. A commissioned Total Economic Impact™ study conducted by Forrester Consulting found that organizations using Teams Phone extensibility with Dynamics 365 Contact Center could achieve a projected return on investment up to 345% over three years 2 . These savings stem from lower operational and service fees, streamlined administration, and greater call center efficiency. With its certification in progress, Teams Phone extensibility with Dynamics 365 Contact Center is more than an integration. It’s a shift toward unified, intelligent communication that helps businesses operate smarter and deliver better customer experiences. Download the full study to learn more. ISV partners provide additional choice and flexibility Teams Phone extensibility is also supported by contact center ISV solutions that utilize the Teams Unify integration model. With Unify, ISVs build directly on Microsoft infrastructure, using Azure Communication Services (ACS) and gaining access to Microsoft Copilot and Cognitive Services. This approach enables them to embed advanced features and intelligence, resulting in richer, more unified solutions that help organizations deliver efficient, secure, and customer-focused interactions. ISV solutions that have completed certification for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. 1 We look forward to adding additional certified contact solutions to this growing ecosystem in the months ahead. If you are a contact center developer, learn more about enabling Teams Phone calling for your CCaaS solution. Contact center ISVs that are Unify-model certified for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. Power your contact center with the calling capabilities of Teams Phone If you're already using Teams Phone and Dynamics 365 Contact Center or any of the certified ISV solutions, you can start taking advantage of Teams Phone extensibility today. Not yet using these solutions? You can set up trials for both Teams Phone and Dynamics 365 Contact Center to explore the benefits firsthand. If you're interested in trialing Teams Phone extensibility with a certified ISV contact center solution, please contact your preferred CCaaS vendor for more information. 1 While certification is not required to access the Azure Communication Services API that enables Teams Phone extensibility, we recommend selecting a contact center solution that has completed the certification process for the best experience. 2 Projected benefits for a composite customer. New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center with Teams Phone extensibility, Forrester Consulting, Casey Sirotnak, Jonathan Lipsitz, August 2025.
Teams Adaptive card Textrun is rendering markdown
I am making bot alarm message using adaptivecard. It is important for me to print out the user name and email accurately. So I tried to use TextRun to prevent markdowns from being supported.(https://adaptivecards.io/explorer/TextRun.html) But there is a problem that textrun is being marked down on ios mobile, tablet. this is my adaptive card json. {"type":"AdaptiveCard","$schema":"http://adaptivecards.io/schemas/adaptive-card.json","version":"1.3","body":[{"type":"TextBlock","text":"**Microsoft Entra ID**","size":"Large","wrap":true},{"type":"TextBlock","text":"user 5","size":"Medium","wrap":true},{"type":"RichTextBlock","inlines":[{"type":"TextRun","text":"- ``Use `code` in your Markdown file.(~~hspark~~@aaa.co.kr)\n","size":"Small"},{"type":"TextRun","text":"- + First item(test'email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- ** test12041432(test'''email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- > test12041435(test''email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- 1. adsfsdafsdf *{}*asdfadsf*_~ark~(test'''email address removed for privacy reasons)","size":"Small"}]},{"type":"TextBlock","text":"user 5","size":"Medium","wrap":true},{"type":"RichTextBlock","inlines":[{"type":"TextRun","text":"- ``Use `code` in your Markdown file.``(~~hspark~~@aaa.co.kr)\n","size":"Small"},{"type":"TextRun","text":"- + First item(test'email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- ** test12041432(test'''email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- > test12041435(test''email address removed for privacy reasons)\n","size":"Small"},{"type":"TextRun","text":"- 1ASDFASDFSADFASD asdfadsfsd *{}*adsfasdf*_~ark~(test'''email address removed for privacy reasons)","size":"Small"}]}]} I used \ to escape markdown on textblock, but there was a phenomenon where \ for escape was output together on mobile (Android, ios) even though it was properly rendered on pc. i want to know: Is there any way to output properly without markdown on adaptive card? PC, mobile, table should be supported in all environments. and I think it's a bug that textrun is rendered as a markdown in ios environment so please solve it. that's adaptive card json rendering exapmle pc: ios mobile: and escape \ example: mobile: pc:
Tools in Teams AI Library
Hello Team, In LLM we use tools like DynamicTool, DynamicStructuredTool to determine when to call which function and with what parameters. How to do the same using Teams AI Library? My Use Case: I want to find the intent from the user query and based on that intent further call the respective function/tool to perform respective action. How can I achieve this using Teams AI Library? I went through the samples mentioned here: https://github.com/microsoft/teams-ai/blob/main/js/samples/04.ai-apps/ but couldn't find anything similar.
Meeting Agenda permissions sometimes wok
Once a week or so I create a number of internal Teams meetings generally with the same handful of individuals. Before I send it, I add a few agenda items. Unfortunately, at least half of the time, I am the only one with permissions (come meeting time someone may point it out). Having to go through, reopen each meeting, go through Shared Locations to open the loop's web page, clicking on Share, then Loop Component, then Settings, then People you choose, and then reentering the same attendees is very time consuming. I believe I am creating the meetings the same way each time, but I can't figure out why permissions are set sometimes and not others. Am I doing something wrong? Any ideas other than a reoccurring meeting?
Booking not available for everyone
Dear Community, We are currently experiencing an issue within our tenant related to the Microsoft Bookings App. While the app is enabled and accessible via browser for users in a specific group, some users are unable to add the app directly to their Teams interface without submitting a request. At this point, we have not been able to identify the root cause of the issue. I might be a policy issues that only we can solve. Has anyone encountered a similar problem or could suggest possible solution? Thank you :)
Mouse button 'Back/Forward' not working in 'New Teams'
Though there are options to 'pop out' windows from Teams, Teams is a generally a single page app. As such, one of my most used features in 'Classic Teams' is switching back 'n forth between several 'tabs' I'm currently working with. Say I've got somebody on chat, but then have to quickly check something in Teams, then go back to chat. In Classic Teams this works just fine using the mouse's back & forward buttons. In 'New' Teams, this no longer registers any action at all. I assume the feature still exists, since left of the search bar there are still the back/forward UI buttons. But moving the mouse over for every time you need to switch back and forth is a lot slower and less intuitive than just using the mouse buttons. Current behavior: Mouse 'back'/'forward' buttons do not work in 'New Teams' Expected behavior: Mouse 'back/forward' buttons register the 'back' and 'forward' navigation commands as they did in 'Classic' Teams
Green Blocky Glitch on Shared Screen in New Teams Meeting
I have a user on New Teams that repeatedly has trouble with screens being shared in meetings by other people showing up as a Green Blocky mess on her end. So far we have cleared cache, uninstalled and reinstalled New Teams, updated graphics drivers, tested her internet connection (measured at 300Mbps down by 35Mbps Up and she is the only user on it) performed normal system maintenance (SFC, D.I.S.M, CHKDSK), and restarts galore. No luck. Any suggestions would be greatly appreciated.AI and Microsoft Teams: A New Era of Collaboration
With the latest wave of Copilot innovation, we are giving every channel, meeting, and community an agent that can collaborate with you and your team, acting as a virtual teammate. Throughout a team’s workday, agents will keep everyone updated on project status, run smarter meetings, draft useful content, stay on top of tasks, and provide timely answers to questions. Additionally, with tools like the GitHub app for Teams and the Teams AI Library, developers now have a streamlined way to collaborate on code within Teams and powerful resources to build and deploy agents faster than ever. Let’s explore how the addition of these agents and new Copilot skills help individuals and groups streamline their work in Teams.
