Ctelo Voice for Teams            
Add-on · AI

AI & Agent functionality

Microsoft's AI layer for Teams Phone is moving fast — from Copilot call summaries to full voice agents that replace DTMF IVR. Here's what's real today, what's rolling out, and how it composes with your existing Auto Attendants and Call Queues.

Copilot in Teams Phone

GA

Real-time call notes, live transcription, post-call summary and follow-up actions surfaced directly in the Teams call window and chat.

  • Live transcript in supported languages
  • Auto-generated call summary
  • Suggested follow-ups and action items

AI-powered Auto Attendant / Voice Agents

Rolling out

Natural-language IVR that replaces rigid DTMF trees. Callers describe what they need; the agent classifies intent and routes them to the right queue, human or knowledge answer.

  • Intent classification instead of 'press 1 for sales'
  • Multi-turn dialog with context
  • Handoff to a human queue with full transcript

Agent handoff patterns

Design pattern

The recommended flow when combining voice agents with existing queues: bot answers, collects intent and identity, then transfers to a Call Queue or Queues app supervisor with all the context attached.

  • Bot answers and authenticates the caller
  • Structured data (intent, account, priority) passed on transfer
  • Agent sees the transcript before they say hello

Analytics & QA agents

Emerging

Post-call agents that summarise calls, score sentiment, flag compliance risks and feed into reporting — reducing manual QA sampling to a review-by-exception model.

  • Automated call summarisation across the estate
  • Sentiment and topic trends per queue
  • Compliance and keyword flagging
Licensing at a glance
Microsoft 365 Copilot
Per user
Required for Copilot in Teams Phone (live notes, summaries, follow-ups).
Teams Premium
Per user
Required for advanced Auto Attendant AI features and the Queues app.
Teams Phone
Per user
Baseline for any voice scenario.
Teams Phone Resource Account
Per AA / queue
Free SKU — still required to hold service numbers for voice agents.
Availability and feature scope for voice agents change quickly — always confirm against the current Microsoft roadmap before finalising a design.

Ctelo AI add-ons

Beyond Microsoft-native AI, Ctelo layers Caller Intelligence, Dynamics 365 integration and the AutoDial Bot on top of Teams Phone. These are covered on the Ctelo Value Add page.