Voice LabTeams Phone

15 · ACS, Speech, Copilot

Teams interop from ACS

A bot that can dial the PSTN and cannot reach a Teams expert is half an IVR.

Room HTMLAll downloads

Learn it in 5 minutes

ACS can be configured to call Teams users and to join Teams meetings when the interop prerequisites are met. A raw ACS identity is not a Teams user. Follow the current interop article for the resource you created.

The transfer target still needs to be able to receive the call. In a Teams estate that means Teams Phone and a number when the call is PSTN. Test the transfer, not only the prompt.

Set up ACS and Teams interop on purpose, then test a transfer to a real Teams user.

Room HTML

Visual

Survivable branch timelineBranch clientsSBA and SBCMicrosoft 365WAN up. Cloud is the path.Meetings and presence are not the survivable set.
What remains when the path to Microsoft 365 drops. Lesson: Teams interop from ACS.
Interop is extra setupACS call · Your appTeams target · Configured interop
Not implied by owning both products. Counts in this drawing are teaching order, not customers.

SVGPNGHTML

Worked example

ACS does not automatically become a Teams user. I follow the interop article and I test the transfer.

  1. Resource ACS
  2. Interop Prerequisites
  3. Target Teams user who can answer
  4. Test Transfer

If it fails: The bot dials the PSTN and cannot transfer to a Teams expert.

Checklist HTML

Quiz

A colleague reports: A web page uses the calling SDK and nobody handles the server events. Where do you start?

Which description of Recognize step is accurate?

A colleague reports: The bot repeats the prompt until the caller hangs up. Where do you start?

Flashcards

Ecosystem

Glossary

  • Call Automation The ACS server-side calling API. Your app answers, plays, recognizes DTMF or speech, and transfers. You receive events. You do not drive a desktop click. Config: Subscribe to the events and time out the recognize step. Fault: The app never answers, so the caller hears ringing until the platform gives up.
  • Calling SDK The ACS client SDK for a human in a browser or a mobile app. Different from Call Automation, which is the server. Config: Pick the SDK if a person is on the page. Pick automation if a bot answers. Fault: A web page uses the calling SDK and nobody handles the server events.
  • Recognize step The Call Automation action that collects DTMF or speech. It needs a timeout and a path for ‘none of the above.’ Config: Map 0 to a human queue and test it. Fault: The bot repeats the prompt until the caller hangs up.
  • Azure AI Speech Microsoft’s speech-to-text and text-to-speech service. Copilot Studio and custom IVRs can use it. It is not emergency calling. Config: Choose a voice you are allowed to use and log the recognition result. Fault: The prompt language does not match the caller and every intent is unknown.

Sister technologies

Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.

Config and troubleshooting

The bot dials the PSTN and cannot transfer to a Teams expert.

Cross-platform bridges

CUCM

Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.

The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.

Webex

Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.

A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.

UCCE

Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.

Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

BridgesEcosystem

Sources and go deeper

Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.

sources.json