MC1188999 – Microsoft Teams: Shared call history in Queues app

Product:

Microsoft 365 admin center, Teams, Teams Premium, Windows

Platform:

Mac, Online, Web, Windows Desktop, World tenant

Status:

Launched

Change type:

New feature, User impact, Admin impact

Links:

530579

Details:

Summary:
Microsoft Teams Queues app will introduce shared call history for queue members to view all call events. Rolling out January–February 2026, the feature is disabled by default and requires Teams Premium license and admin enablement. Tenant migration of call history is not supported initially.

Details:
[Introduction]
We're introducing shared call history in the Microsoft Teams Queues app. This feature provides queue members with a unified view of all call events-missed, incoming, and outgoing-within a call queue. By enabling shared history, teams can access consistent, up-to-date information, follow up efficiently, and improve operational responsiveness.

This message is associated with Roadmap ID 530579 and applies to Teams for Windows desktop and Teams for Mac desktop.
[When this will happen:]
Targeted Release: Rolling out early January 2026, expected completion by mid-January 2026.
General Availability (Worldwide): Rolling out mid-January 2026, expected completion by early February 2026.

Change Category:
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Scope:
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Release Phase:
General Availability, Targeted Release

Created:
2025-11-22

updated:
2025-11-22

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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summary for non-techies**

Microsoft Teams is introducing a shared call history feature in its Queues app, rolling out between January and February 2026, which requires admin activation and will not transfer call history if an organization changes regions.

Direct effects for Operations**

Shared Call History Access
If the shared call history feature is enabled without proper communication and training, users may be confused about how to access and utilize the new feature, leading to inefficiencies in call management.
   - roles: Queue Members, Helpdesk Staff
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

Data Migration Issues
Without preparation, organizations migrating to a new region may lose existing call history, causing disruptions in service and loss of important data for queue members.
   - roles: Queue Members, IT Administrators
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Permission Misconfiguration
If permissions for shared call history are not configured correctly, unauthorized users may gain access to sensitive call data, leading to potential data privacy issues.
   - roles: IT Administrators, Queue Members
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

Increased Support Tickets
The introduction of shared call history without adequate preparation may lead to an increase in support tickets as users encounter issues or confusion regarding the new feature.
   - roles: Helpdesk Staff, Queue Members
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=530579

Operational Inefficiencies
If the feature is enabled without training, queue members may not utilize the shared call history effectively, leading to missed follow-ups and decreased operational responsiveness.
   - roles: Queue Members, Team Leaders
   - references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-call-queue?tabs=general-info, https://learn.microsoft.com/MicrosoftTeams/plan-auto-attendant-call-queue?branch=pr-en-us-18379

Configutation Options**

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Opportunities**

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Potentional Risks**

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Data Protection**

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IT Security**

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Hypothetical Work Council Statement**

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DPIA Draft**

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explanation for non-techies**

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