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Microsoft Teams: New feature suggests contacts for call transfers on Teams Phone devices
Microsoft Teams is introducing intelligent suggestions for call transfers on Teams Phone devices to streamline the process. This feature will roll out between July and September 2025, depending on the region. It will use recent call history and group associations to suggest relevant contacts, improving efficiency. No admin action is required. Ensure devices are updated to the latest version.
To streamline the call transfer experience on Microsoft Teams Phone devices, we’re introducing intelligent suggestions for call transfer targets. With this feature, your organization can reduce clicks and save time with intelligent call transfer suggestions.
This message is associated with Microsoft 365 Roadmap ID 495457.
When this will happen:
General Availability (Worldwide, GCC): We will begin rolling out mid-July 2025 and expect to complete by late July 2025.
General Availability (GCC High): We will begin rolling out mid-August 2025 and expect to complete by late August 2025.
General Availability (DoD): We will begin rolling out early September 2025 and expect to complete by mid-September 2025.
How this will affect your organization:
After this rollout, the intelligent suggestions will provide relevant contacts based on a user’s recent call activity and their group associations, reducing the number of steps needed to complete a transfer and improving in-call efficiency.
Users on Teams phone devices will see a new Suggested Call Transfer Targets section, ranked above speed dial entries along with group contacts. These suggestions are based on recent call history and update asynchronously when users access their call history and their group associations.
Both touch and non-touch devices are supported.
Sections for suggestions, speed dial, and groups are collapsible and expanded by default. When a user initiates a search, these sections are hidden to prioritize search results.
This feature is on by default.
What you need to do to prepare:
This rollout will happen automatically by the specified dates with no admin action required before the rollout. Review your current configuration to assess the impact on your organization. You may want to notify your admins and/or users about this change and update internal documentation.
Device requirements: Ensure all Teams phone devices are updated to the latest application version to receive this feature. Learn more: Microsoft Teams | Teams devices management apps.
Compliance considerations:
Does the change alter how existing customer data is processed, stored, or accessed? Yes, it uses call history to generate suggestions.
Does the change introduce or significantly modify AI/ML or agent capabilities that interact with or provide access to customer data? Yes, it uses intelligent suggestions based on call history.
Message ID: MC1098172
