Reference - Voice applications prerequisites and licensing

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This article is for IT pros and Teams administrators who want to understand the technical prerequisites and licensing requirements for Teams Phone Agent, Auto Attendant, and Call Queue features.

Licensing

Base licensing

Auto Attendant and Call Queue

Note

Resource accounts are disabled for sign in and must remain so. Chat and presence aren't available for these accounts.

A User Administrator or higher role is required to create and license resource accounts. For more information, see Using Microsoft Teams administrator roles to manage Teams.

Teams Phone Agent

  • At least one Teams Phone license to enable Teams Phone Agent, Auto Attendant, and Call Queue services.
  • A free Microsoft Teams Phone Resource Account license for each resource account.
  • Copilot credits and spending polices.

Note

Resource accounts are disabled for sign in and must remain so. Chat and presence aren't available for these accounts.

A User Administrator or higher role is required to create and license resource accounts. For more information, see Using Microsoft Teams administrator roles to manage Teams.

Teams Phone Agent with Microsoft Bookings

Teams Phone Agent with Microsoft Copilot Studio
  • Microsoft Copilot Studio and funding and access to:
    • Copilot Studio tenant license: These entitlements are needed to run agents and publish them to a channel.
    • Copilot Studio user license: Required for creating and using Copilot Studio applications.
Teams Phone Agent with Power Automate

Outbound calls from Teams Phone Agent, Auto Attendant, or Call Queue

If your Teams Phone Agents, Auto Attendants, or Call Queues perform any of the following actions:

  • Transfer calls to an external phone number.
  • Use the Call Queue Callback feature.
  • Use resource accounts for representative on-behalf-of outbound calling line ID control in call queues.

Then, in addition to the Teams Phone Resource Account license, the resource account must also have one of the following assigned:

For Microsoft-provided numbers:

For Direct Routing numbers:

For Operator Connect numbers:

  • There are no other requirements when an Operator Connect phone number is assigned.

Queues App

Automatic Recording for Teams Phone Agent

Automatic Recording for Call Queue

Compliance Recording for Call Queue

Prerequisites

Authorized users

Automatic Recording for Call Queue

  • Conference mode must be enabled on the call queue.
  • Use Microsoft 365 security groups to assign representatives to the queue.
  • Not supported with Shifts.
  • SharePoint Site Admin required for Teams admin center admins to change the authorized users.

Call queue representatives

Representatives (agents) who receive calls from a call queue must be Enterprise Voice enabled online or on-premises users. For more information, see Assign, change, or remove a phone number for a user or Enable users for Direct Routing.

In addition, if the resource account assigned to the call queue is using Direct Routing numbers, representatives who need to conference or transfer calls also require:

If your representatives are using the Microsoft Teams app for call queue calls, they need to be in TeamsOnly mode.

Compliance Recording for Call Queue

  • Conference mode must be enabled.

Inbound calls

In order for Teams Phone Agents, Auto Attendants, and Call Queues to receive inbound calls from callers outside of Teams:

Note

Direct Routing service numbers for auto attendants and call queues are supported for Microsoft Teams users and representatives (agents) only.

Transfers between Calling Plan, Operator Connect, and Direct Routing trunks aren't supported.

In a Hybrid scenario, the resource account must be created on-premises. For more information, see Plan Cloud call queues.

Next step

Design call flows

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