Voice LabTeams Phone

17 · Ecosystem

AI agents beside the queue

A bot is a front door with a failure mode, not a headcount reduction you can assume.

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Learn it in 5 minutes

Put the agent in front of a queue only when knowledge sources are grounded, the escape digit works, and unknown intent reaches a human. Generative orchestration is less predictable than classic topics. Evaluate prompt changes before they are on a public number. Foundry is the evaluation place, not a second SBC.

Troubleshooting: if callers loop, the recognize step has no escape or the fallback topic is empty. If answers are confident and wrong, the source document is wrong. Never place this bot on the emergency route.

An AI agent needs grounded sources, a human escape, and a real queue behind it.

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Visual

SIP over TLS toward the carrierClientsipsip2INVITEINVITE180200ACK
Signaling for AI agents beside the queue. Teams keeps the dialog. A 488 is codecs, not a greeting.
Agent gatesSources · TrueEscape · TestedHumans · RosteredEmergency · Not the bot
All required. Counts in this drawing are teaching order, not customers.

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Worked example

The agent has a tested escape and a staffed overflow. It is not the emergency route.

  1. Ground Sources
  2. Escape Tested
  3. Overflow Staffed queue
  4. Eval Before each change

If it fails: The prompt says ‘say agent’ and the recognize step has no such intent.

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Quiz

Which description of Integration seam is accurate?

A colleague reports: Recording is added a year later and the number plan has to change. Where do you start?

Which description of Human escape is accurate?

Flashcards

Ecosystem

Glossary

  • Convenience recording A user starts a recording of a call, meeting, or event. Policy can allow it. The user can stop it. Storage follows meeting rules. Config: Set the meeting, calling, and events policies on purpose. Fault: A regulated desk is told to ‘just hit record.’
  • Compliance recording A third-party recorder is invited by policy into new calls, meetings, and events. The user does not start it and participant consent is not the control. Notification is enforced. Config: Create the application instance, enable the policy, grant it, and test a new call. Fault: The policy is granted and nothing records because the bot instance was never created.
  • Compliance recording application The bot instance of a certified recorder. The policy references it. Without it, granting the policy does not record. Config: New-CsTeamsComplianceRecordingApplication attaches it to the policy. Fault: Recording works in the vendor’s cloud and never joins the Teams call.
  • Existing calls are unaffected When you grant a compliance recording policy, calls and meetings already up are not swept in. Test with a new call. Config: Place a fresh call after the grant and confirm the bot joined. Fault: The pilot says recording failed because they watched an old meeting.

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 prompt says ‘say agent’ and the recognize step has no such intent.

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.

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