MC721853: Microsoft New feedback button

Announcement ID	MC932491		Published Date	11-13-2024
Service	Microsoft Teams		Last Updated	12-13-2024
Category	Plan for change		Expiration Date	10-03-2025
Roadmap ID			Action Required by Date
Tags	Major update, Admin impact, Retirement, User impact

Summary
Voice-enabled channels in Microsoft Teams Phone will retire on June 30, 2025. Users are advised to evaluate the Queues app for Microsoft Teams, which requires a Teams Premium license, for a richer call queue handling experience and to prepare for the transition.

More Information

Over the past few weeks, we have received feedback from our valued customers regarding the proposed deprecation of voice-enabled channels. After careful consideration and recognizing the importance of these features to our customers, we will not be removing support as previously communicated. This move is a testament to our commitment to delivering solutions that align with the expectations and requirements of our customers. As we move forward, we remain committed to listening to our customers and adapting our products to better serve their needs. Our priority is to create innovative solutions that empower our users and enhance their experiences. We thank our customers for their invaluable feedback and ongoing support, and we look forward to the continued partnership. __________________________________________________________________________________________________________________________________________ Effective June 30, 2025, we will retire voice-enabled channels for Microsoft Teams Phone, which enable agent collaboration in the channel while taking calls in the queue. Why is this needed? Due to customer usage patterns and with the availability of the Queues app for Microsoft Teams, which will enable a richer set of capabilities, the voice-enabled channels feature for handling call queues in Teams will no longer be supported. The Queues app requires a license for Teams Premium and Teams Phone. Impact After voice-enabled channels retire, users can continue to opt in or out of call queues and view call queue membership through call settings and channel membership. The Queues app will be the only way to view the opt in/out status of call queue members. Recommended next steps To enhance the call queue handling experience, we recommend that you evaluate the Queues app for Microsoft Teams, which requires a Microsoft Teams Premium license. The Queues app enables leads, agents and administrators to benefit from a customer engagement solution built into Teams. Agents can opt in or out depending on their availability, while leads can opt in or out on behalf of agents. Leads can easily manage workloads, supervise queues, and train agents with monitor, whisper, barge, and take over controls (coming soon in a future release). Queues app provides actionable insights into customer interactions and service performance with detailed call queue reporting. Recommended actions for you Customers should evaluate the impact of the upcoming retirement on existing internal flows to ensure the best path forward. For additional information, please contact your account team or partner of choice.