Feature request: Historical Agent Activity Timeline for Microsoft Teams Queues
Hi everyone, We're currently using the new Microsoft Teams Queues app for our IT Service Desk and are very pleased with the improvements Microsoft has introduced. One capability we feel is still missing is a historical Agent Activity Timeline. Today supervisors can only see an agent's current Opt-in/Opt-out status. There is no historical overview showing: When an agent opted in When an agent opted out Which agents were opted in at a specific moment Whether the change was made by the agent, a supervisor or automatically This makes it difficult to investigate: Missed calls Queue performance SLA deviations Staffing questions Incident investigations A simple historical timeline containing the timestamp, queue, agent and source of the status change would already provide tremendous value for supervisors and service desk managers. We've submitted this as a feature request through the Microsoft Feedback Portal: https://feedbackportal.microsoft.com/feedback/idea/2df346ee-bc89-f111-9b47-7c1e52444ef6 If you experience the same limitation, we'd really appreciate your vote. I'm also interested in hearing how other organisations deal with this today. Are you using manual checks, screenshots or another workaround? Thank you! Romain Weimer Head of ICT Operations and Support Witteveen+BosStreamline 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. 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 Hotline (PLAR) Phones and Kari’s Law Compliance – Is Direct 911 Dialing Guaranteed?
We are reviewing Microsoft Teams hotline (PLAR) phones that automatically dial a non‑emergency number (for example, a security desk). It is unclear whether all Teams hotline configurations allow a user to manually dial 911 from the phone. Since Kari’s Law requires direct 911 dialing on MLTS endpoints, we’re looking for clarification on the following: Are Teams hotline/PLAR phones guaranteed to allow manual dialing of 911? Does this behavior vary by Teams certified device model? Thanks in advance for any help.
Teams Phone Mobile - Compliance Recording
Hello, I am working on building a compliance recording feature on Teams Phone Mobile. I have a specific scenario where I would like to get inputs from the community. Scenario: Enterprise customer has Teams Phone Mobile solution from the Operator with compliance recording enabled. If for any reason, Microsoft Teams is down the operator has built a capability at network level that the users can continue to do regular mobile calls. Questions: Considering, that the compliance recording is enabled for the Teams Phone Mobile user. Now, since Teams is down the recording bot won’t join the call, but the call still connects without being recorded. This would be a violation. Is this understanding, correct? If the understanding is correct, can this be controlled within the Teams security group policies, or the operator will have to control it at network level i.e. if Teams is down any call does not connect?Stay focused and productive with Microsoft Teams Phone
Hi, I’m Pete Daderko, Director of Product Marketing for Microsoft Teams Phone. Like you, I’m looking for practical ways to make life a little easier, which is why I’m continually impressed with all the features Teams Phone offers. My job involves evangelizing these features to help others move more smoothly through the day. So, I decided to spread the word, one Teams Phone feature (and interview) at a time. Join me as we continue our “I didn’t know Teams Phone did that” adventure.Microsoft Teams Phone gives you PSTN connectivity choice
Organizations often have a variety of connectivity needs depending on their geographic footprint and unique business requirements – which can complicate the decision-making process. Some scenarios may be 100% cloud-based, while others may require an on-premises setup with connectivity to legacy hardware, and others require mobility or speedy deployment. Organizations may also want to port numbers or work with their existing connectivity provider. Fortunately, Teams Phone provides the flexibility to deploy and manage different PSTN connectivity types to different users in your organization, optimizing for specific calling scenarios and requirements.Microsoft Teams Phone news from Microsoft Ignite 2023
We are excited to share the latest Teams Phone updates and innovations, bringing calling to a whole new level with intelligent productivity capabilities that provide a seamless collaboration and communication experience for everyone in your organization, from the back office to frontline workers.
Teams Phone Needs 1st Party Call Center Native Dashboard Out of Box
We are a loyal customer of your Teams phone service, and we appreciate the many features and benefits it offers for our communication needs. However, we would like to request two important functionalities that are currently missing or inadequate in your service: Parked Calls and Call Center Dashboard. Parked Calls is a feature that allows us to place a call on hold on one device and pick it up from another device, using a unique code. This is very useful for scenarios where we need to switch devices, transfer calls, or collaborate with other agents. We know that you have some options for call parking in Teams, but they are not sufficient for our needs. For example, the Connect model requires us to use certified SBCs and Direct Routing, which adds complexity and cost to our infrastructure. The Extend model requires us to use Azure bots and Microsoft Graph Communication APIs, which are not easy to implement and maintain. The Power model, which promises to use an SDK to embed native Teams experiences in our app, is not yet available. We would like to have a simple and seamless way to park and retrieve calls within Teams, without relying on third-party solutions or complicated integrations. The Call Center Dashboard is a feature that allows us to monitor and analyze the quality and performance of our calls and meetings, using metrics and KPIs. This is very important for us to optimize our network, troubleshooting issues, and improve customer satisfaction. We know that you have a Call Quality Dashboard (CQD) for Teams, but it is not designed for contact center scenarios. For example, CQD does not provide real-time data, agent-level reports, call recording, or customer feedback. It also does not support advanced analytics, such as sentiment analysis, speech recognition, or natural language processing. We would like to have a comprehensive and customizable dashboard that can provide us with the insights and tools we need to manage our contact center operations effectively. We believe that having these two features as 1st party solutions in Teams would greatly enhance our experience and productivity as a contact center. We also think that these features would benefit many other customers who use Teams phone for their business communication. We hope that you will consider adding these features to your roadmap and prioritize their development. Thank you for your attention and support.
