Plan - Authorized users for Teams Phone Agents, Auto Attendants, and Call Queues

This article is for IT Pros and Teams administrators who want to delegate certain Teams Phone Agent, Auto Attendant, or Call Queue configuration capabilities to the users in their organization.

Authorized users

Through Authorized users, Teams administrators can enable users in the organization to manage day-to-day operational changes directly. Authorized users don't require access to Teams Admin Center nor do they require a Teams Administrator role.

Based on the permissions granted to the authorized user, they can configure business, after hours, and holiday greetings on Teams Phone Agents, Auto Attendants, and Call Queues.

In addition, with Queues App, authorized users can:

• Configure call routing for business hours, after hours, and holidays.
• Configure call queue membership, routing method, presence based routing, and exception handling.
• Access real-time and historical reporting.

Historical reporting is also available to authorized users with the Auto attendant and Call queue Historical reports in Power BI. No extra licensing required.

For a complete list of features, see Manage voice applications policies.

Licensing requirements

• Auto Attendant and Call Queue
• Queues App

Prerequisites

• Authorized users

Next planning article

Shared call history

Remaining planning articles

• Call priorities for call queues
• Recording calls
• Templates and resources
• Business decisions for Teams Phone agents, Auto attendants, and Call queues
• Nesting call flows
• Reporting Considerations
• Technical prerequisites and licensing requirements
• Design call flows
• Supported configurations
• Getting started

Previous planning articles

• Overview
• Questions and answers tools (Teams Phone agent)
• Appointments tools (Teams Phone agent)
• Agents and Queues (Teams Phone agent)
• Third party voice agents
• Holidays