MC1287371 - Microsoft Teams: Shared voicemails for call queues will be easier to manage

Introduction

We’re improving how shared voicemails for Call Queues are managed in Microsoft Teams. Previously, shared voicemail messages were primarily accessed in Outlook, with limited visibility in Teams. This update brings shared voicemail management directly into the Queues app in Teams, helping queue members track and respond to missed calls more efficiently in one place.

When this will happen

• General Availability (Worldwide): Rollout will begin in late April 2026 and is expected to complete by late April 2026.

How this affects your organization

Who is affected

• Organizations using Call Queues in Microsoft Teams
• Queue members who manage missed calls
• Microsoft 365 commercial tenants (Worldwide)
• Users must be licensed with Teams Phone and Teams Premium.

What will happen

• This experience will be available to eligible users through the Queues app.
• Missed calls with associated shared voicemails will appear in the Queues app under Shared call history: 

  

• Queue members will be able to:
  • Listen to shared voicemail messages
  • Read voicemail transcripts
  • Update voicemail status (for example, In progress or Completed) to track follow-up
• Shared voicemail visibility varies by destination type:
  • Shared voicemails are visible in Outlook/Exchange for all supported destination types.
  • Shared voicemail visibility in the Teams client depends on whether a Microsoft 365 group is connected to a Teams channel.
  • Shared voicemails are visible in the Teams Queues app for all supported destination types, including:
    • Microsoft 365 groups
    • Distribution lists
    • Mail-enabled security groups
• Shared voicemail message delivery also varies by destination type:
  • When using a Microsoft 365 group, voicemails are delivered to the group mailbox.
  • When using a distribution list or mail-enabled security group, each member receives a copy in their personal Outlook inbox.
• There are no changes to the shared voicemail experience in Outlook.
• The standard Teams Calls experience continues to provide limited shared voicemail functionality outside of the Queues app.
• Shared voicemail support for Auto Attendants will be added in a future update (expected by June 2026).

What you can do to prepare

• No action is required if your organization already uses Call Queues with Teams Premium.
• Ensure the Queues app is available to users who manage call queues.
• Optionally, pin the Queues app for users to improve discoverability:
  • Teams admin center > Teams apps > Setup policies > select a policy > Pinned apps > Add apps > search for Queues > Add > Save
• If necessary, you can manage whether the Queues app is available org‑wide (use with caution):
  • Teams admin center > Teams apps > Manage apps > Actions > Org‑wide app settings > Microsoft apps > Off > Save

Note: Turning off Microsoft apps also affects other apps such as Insights and Tasks.

• To delegate queue management tasks (for example, managing membership or greetings), review and assign voice applications policies to authorized users.
• Consider informing queue members and helpdesk staff about the improved shared voicemail experience in Teams.

Learn more: 

• Manage Queues app for Microsoft Teams in your organization | Microsoft Teams | Microsoft Learn
• Manage Shared Voicemail for Auto Attendants and Call Queues | Microsoft Teams | Microsoft Learn
• Set the Shared call history for call queue template (optional) - Create a Call queue in Microsoft Teams | Microsoft Teams | Microsoft Learn
• Shared call history for Call queues | Microsoft Teams | Microsoft Learn

Compliance considerations

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