Microsoft Teams Phone: Recent New Features and What's Coming with Emily Kirby George, Microsoft

Emily Kirby George, Senior Product Manager, Microsoft Teams Engineering, discusses the latest developments and future direction for Microsoft Teams Phone.

• Multi-line calling: a multi-year effort now shipped, allowing multiple phone numbers on a single account across geographies

• Consult and merge in meetings: dial out to an external party, navigate an IVR, and merge them back into the call - a big win for financial services and similar industries

• Call transfer improvements: presence visibility for transfer destinations, blind handoff, and streamlined control bar buttons for faster workflows

• Teams Phone Agent: an intelligent AI frontline to answer and route customer calls for your organisation

• Intelligent call delegation: a personal AI delegate that screens calls, communicates on your behalf, and helps you stay focused

• Automatic recording for call queues: now on the public roadmap, decoupling recordings from individual agents and centralising them in SharePoint

• Making Copilot intelligence seamless: efforts to simplify turning on transcription, recaps, and other AI features in everyday phone workflows

• Teams Phone Community: a quarterly initiative from the Microsoft calling team — join to connect with product managers and shape future topics

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