MC1296872 – Teams Phone call transfer improvements

Product:

Teams, Windows

Platform:

Mac, Online, Windows Desktop, World tenant

Status:

In development

Change type:

Feature update, User impact

Links:

561028

Details:

Summary:
Microsoft Teams is enhancing desktop call transfers by separating Transfer and Consult transfer into single-click buttons, adding suggested transfer targets, and changing the default to blind transfer. Rollout begins early June 2026 with no admin action needed; users should be informed and support prepared.

Details:
[Introduction]
Microsoft Teams is improving the call transfer experience on desktop (Windows and Mac) to make transferring calls faster and more intuitive. This update simplifies the workflow, reduces the number of steps required, and helps users quickly find the right transfer target.
This message is associated with Roadmap ID 561028.
[When this will happen:]
Targeted Release: We began rolling out in early June 2026 and expect to complete by early June 2026.
General Availability (Worldwide): We will begin rolling out in late June 2026 and expect to complete by late June 2026.

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

Created:
2026-05-01

updated:
2026-05-01

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**

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Direct effects for Operations**

Increased Call Transfer Errors
With the change to blind transfer as the default, users may inadvertently transfer calls without confirming the recipient is available, leading to potential miscommunication or dropped calls.
   - roles: Customer Support Agent, Sales Representative
   - references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=561028

User Confusion with New Interface
The separation of Transfer and Consult transfer into distinct buttons may confuse users who are accustomed to the previous single-button interface, leading to delays in call handling.
   - roles: Helpdesk Support, End User
   - references: https://support.microsoft.com/office/transfer-a-call-in-microsoft-teams-b7f40f14-e083-46b9-b739-68038c8f73a0

Increased Support Tickets
As users adapt to the new transfer process, there may be a spike in support tickets related to call transfers, overwhelming helpdesk resources.
   - roles: Helpdesk Support, IT Operations
   - references: https://support.microsoft.com/office/transfer-a-call-in-microsoft-teams-b7f40f14-e083-46b9-b739-68038c8f73a0

Training Material Updates Required
Existing training materials may become outdated, necessitating immediate updates to ensure users are informed about the new features and processes.
   - roles: Training Coordinator, Team Leader
   - references: https://www.microsoft.com/microsoft-365/roadmap?filters=&searchterms=561028

Potential Decrease in Call Handling Efficiency
If users struggle with the new interface or default settings, it may lead to a temporary decrease in call handling efficiency as they adjust to the changes.
   - roles: Customer Support Agent, Sales Representative
   - references: https://support.microsoft.com/office/transfer-a-call-in-microsoft-teams-b7f40f14-e083-46b9-b739-68038c8f73a0

Configutation Options**

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Opportunities**

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Potentional Risks**

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IT Security**

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explanation for non-techies**

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