I have a few omnichannel voice workstream users in a queue that transfer a portion of their calls back to Teams. While most of the time, ringing the user is great, occasionally they want to send the caller directly to the targets voicemail. This is something they could do when they were answering calls in Teams but are not able to do that from D365.
Does anyone know of a way to accomplish this?
Transfer calls directly to Teams Phone voicemail without ringing the user
one of the current functional limitations of Omnichannel Voice (OCV) when integrated with Microsoft Teams.
1. Use Teams Auto Attendant or Call Queue Forwarding
If the target users are part of a Teams call queue or auto attendant, configure:
“If no answer” → Redirect to voicemail
Set the timeout low (e.g., 1–2 seconds)
Then, when your agents transfer to that queue, the call will automatically go to voicemail.
Pro: Works today with no customization.
Con: A bit clunky and not user-controlled per call.
2. Hybrid: Transfer to a Dedicated “Voicemail Bot”
Create a Power Automate or Azure Bot that, when invoked, triggers a Graph API call to redirect the call to voicemail.
Agents would select a “Send to Voicemail” option (custom command).
The bot would identify the user and execute the redirect.
This gives similar functionality with a bit less ACS plumbing.
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