check before: 2025-07-01
Product:
Teams
Platform:
Android, World tenant
Status:
In development
Change type:
Links:
Details:
With this feature, you can reduce clicks and save time with intelligent call transfer suggestions based on your recent activity and call history on Teams phone devices.
Change Category:
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Scope:
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Release Phase:
General Availability
Created:
2025-05-30
updated:
2025-05-30
Docu to Check
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MS workload name
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summary for non-techies**
Microsoft Teams has introduced a feature on Teams phone devices that suggests call transfer recipients based on recent interactions and call history, streamlining the process and improving efficiency in environments like law firms and HR departments.
Direct effects for Operations**
User Experience Degradation
If the suggested contacts feature is implemented without proper preparation, users may experience confusion or frustration due to incorrect or irrelevant suggestions, leading to inefficiencies in call transfers.
- roles: End Users, Customer Support Agents
- references: https://www.microsoft.com/en-us/microsoft-teams/blog/2023/10/01/microsoft-teams-suggested-contacts-for-call-transfers/
Increased Call Handling Time
Without adequate training or communication about the new feature, users may struggle to adapt, resulting in longer call handling times and potential disruptions in workflow.
- roles: Call Center Agents, IT Support Staff
- references: https://www.microsoft.com/en-us/microsoft-teams/blog/2023/10/01/microsoft-teams-suggested-contacts-for-call-transfers/
Configutation Options**
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explanation for non-techies**
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Last updated 2 weeks ago
