Teams Voice Consult (VOIP)

What it does

Let reps transfer live customer calls to Teams users via VOIP. No phone number needed. Uses ACS-Teams federation.

Standalone only: not available in embedded
VOIP consult only: the Teams tab of the dialer is VOIP; PSTN calls to Teams users use the External number tab
Teams Auto Attendants and Call Queues are not supported as consult/transfer targets
Requires Enterprise Voice enabled per Teams user (not environment-wide: per user, via PowerShell)
Requires External Access Policy for ACS federation enabled in the Teams tenant (Set-CsExternalAccessPolicy -EnableAcsFederationAccess $true)
ACS resource ID must be added to Teams tenant's ACS allowlist (Set-CsTeamsAcsFederationConfiguration)
ACS firewall IP ranges AND Teams/Skype for Business Online IP ranges must both be allowlisted
If Teams user doesn't answer: no voicemail, no call forwarding: the call simply fails; Teams voicemail/forwarding rules don't apply
Billing: $0.004/participant/minute (VOIP) vs $0.013/participant/minute (PSTN)

Use when reps pull in internal SMEs during live calls. High value for technical support or advisory centres with experts in Teams.

Which Teams users need Enterprise Voice enabled: must be explicitly enabled per user; build the list and run in bulk
Fallback workflow if Teams user is unavailable: design into rep training since there's no voicemail option

Enterprise Voice is per-user. Missing it for any SME = that user won't receive calls. Build the complete list and verify before go-live.
Network allowlisting has two parts: ACS IPs and Teams/Skype for Business Online IPs. Both need approval. Raise this in discovery.
Teams federation PowerShell is a blocking task. Often a different person. The Set-CsTeamsAcsFederationConfiguration command blocks everything.

Build the full Enterprise Voice user list during discovery, not during UAT. Every SME who needs to receive transferred calls requires Enterprise Voice enabled explicitly: it's not inherited from the Teams licence or any group setting. In larger organisations, identifying all the subject matter experts who need to be on the list takes time. Getting the list wrong means reps can't transfer to specific SMEs at go-live, which is the kind of failure that's highly visible to the client.
The ACS–Teams federation PowerShell step is the one most likely to be on a critical path with an unfamiliar person on the other end. It's a Teams tenant-level change (Set-CsExternalAccessPolicy and Set-CsTeamsAcsFederationConfiguration) that typically sits with the Microsoft 365 or Azure team, not the D365 project team. Identify who can run it, confirm they're available in the project window, and test it with a single user before go-live.
Agree the fallback workflow for when a Teams SME doesn't answer: there's no voicemail, no forwarding, the call simply fails. Reps need to know this and have a documented alternative (try another SME, escalate to a supervisor queue, offer a callback). Build it into the call handling guidance rather than leaving it as an undocumented edge case for agents to discover live.

Source last updated: 2026-02-05 | Check this: Feature expands to embedded deployment, or ACS–Teams federation configuration changes