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articles/communication-services/concepts/call-automation/call-automation-teams-interop.md

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# Deliver expedient customer service by adding Microsoft Teams users in Call Automation workflows
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[!INCLUDE [Public Preview Notice](../../../includes/public-preview-include.md)]
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[!INCLUDE [Teams Phone license](../../../includes/teams-phone-license-include.md)]
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[!INCLUDE [Public Preview Notice](../../includes/public-preview-include.md)]
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[!INCLUDE [Teams Phone license](../../includes/teams-phone-license-include.md)]
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Businesses are looking for innovative ways to increase the efficiency of their customer service operations. Azure Communication Services Call Automation provides developers the ability to build programmable customer interactions using real-time event triggers to perform actions based on custom business logic. For example, with support for interoperability with Microsoft Teams, developers can use Call Automation APIs to add subject matter experts (SMEs). These SMEs, who use Microsoft Teams, can be added to an existing customer service call to provide expert advice and help resolve a customer issue.
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The dataflow diagram depicts a canonical scenario where a Teams user is added to an ongoing Azure Communication Services call for expert consultation.
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[ ![Diagram of calling flow for a customer service with Microsoft Teams and Call Automation.](../media/call-automation-teams-interop.png)](../media/call-automation-teams-interop.png#lightbox)
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[ ![Diagram of calling flow for a customer service with Microsoft Teams and Call Automation.](./media/call-automation-teams-interop.png)](./media/call-automation-teams-interop.png#lightbox)
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1. Customer is on an ongoing call with a Contact Center customer service agent.
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1. During the call, the customer service agent needs expert help from one of the domain experts part of an engineering team. The agent is able to identify a knowledge worker who is available on Teams (presence via Graph APIs) and tries to add them to the call.
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## Next steps
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> [!div class="nextstepaction"]
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> [Get started with adding a Microsoft Teams user to an ongoing call using Call Automation](../../../how-tos/call-automation/teams-interop-call-automation.md)
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> [Get started with adding a Microsoft Teams user to an ongoing call using Call Automation](../../how-tos/call-automation/teams-interop-call-automation.md)
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Here are some articles of interest to you:
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- Learn more about [Call Automation](../../../concepts/call-automation/call-automation.md) and its features.
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- Learn about [Play action](../../../concepts/call-automation/play-Action.md) to play audio in a call.
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- Learn how to build a [call workflow](../../../quickstarts/call-automation/callflows-for-customer-interactions.md) for a customer support scenario.
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- Understand how your resource is [charged for various calling use cases](../../pricing.md) with examples.
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- Learn more about [Call Automation](../../concepts/call-automation/call-automation.md) and its features.
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- Learn about [Play action](../../concepts/call-automation/play-Action.md) to play audio in a call.
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- Learn how to build a [call workflow](../../quickstarts/call-automation/callflows-for-customer-interactions.md) for a customer support scenario.
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- Understand how your resource is [charged for various calling use cases](../pricing.md) with examples.

articles/communication-services/concepts/interop/teams-interop-group-calls.md

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2. Azure clients can directly call a Teams Voice App, such as Auto Attendant and Call Queues. Azure Communication Services enables you to connect customers from your website or application to Teams Voice Apps to handle requests and later handoff to Teams agents as configured in Teams admin center.
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3. Azure clients can join Teams meetings. This type of interoperability is described on a separate page.
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This page details capabilities for Teams (or M365) users in a call with Communication Services users (scenario #1). Your service can orchestrate and manage these calls, including adding Teams users to these calls, using Call automation SDK. Read more about it [here](./call-automation-teams-interop.md).
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This page details capabilities for Teams (or M365) users in a call with Communication Services users (scenario #1). Your service can orchestrate and manage these calls, including adding Teams users to these calls, using Call automation SDK. Read more about it [here](../call-automation/call-automation-teams-interop.md).
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[!INCLUDE [Teams Phone license](../../../includes/teams-phone-license-include.md)]
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[!INCLUDE [Teams Phone license](../../includes/teams-phone-license-include.md)]
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# Capabilities for Microsoft Teams users in Azure Communication Services group calls
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M365/Teams user can take calls with Communication Services users via Teams client or [a custom client](../../teams-endpoint) built using the Azure Communication Services SDKs. To learn about features available for Communication Services user, refer to [voice and video capabilities](../../voice-video-calling/calling-sdk-features.md) document.
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M365/Teams user can take calls with Communication Services users via Teams client or [a custom client](../teams-endpoint) built using the Azure Communication Services SDKs. To learn about features available for Communication Services user, refer to [voice and video capabilities](../voice-video-calling/calling-sdk-features.md) document.
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| **Group of features** | **Capability** | **M365 user on a custom client** | **M365 user on a Teams client** |

articles/communication-services/concepts/voice-video-calling/call-recording.md

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# Call Recording overview
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> [!NOTE]
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> Call Recording for [Teams interoperability](../call-automation/interop/call-automation-teams-interop.md) is now in Public Preview.
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> Call Recording for [Teams interoperability](../call-automation/call-automation-teams-interop.md) is now in Public Preview.
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Call Recording enables you to record multiple calling scenarios available in Azure Communication Services by providing you with a set of APIs to start, stop, pause and resume recording. Whether it's a PSTN, WebRTC, or SIP call, these APIs can be accessed from your server-side business logic. Also, recordings can be triggered by a user action that tells the server application to start recording.
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articles/communication-services/how-tos/call-automation/teams-interop-call-automation.md

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- Learn how to [record your calls](../../quickstarts/voice-video-calling/get-started-call-recording.md).
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- Learn more about [Call Automation](../../concepts/call-automation/call-automation.md) and its features.
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- Learn more about capabilities of [Teams Interoperability support with Azure Communication Services Call Automation](../../concepts/call-automation/interop/call-automation-teams-interop.md)
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- Learn more about capabilities of [Teams Interoperability support with Azure Communication Services Call Automation](../../concepts/call-automation/call-automation-teams-interop.md)
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- Learn about [Play action](../../concepts/call-automation/play-Action.md) to play audio in a call.
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- Learn how to build a [call workflow](../../quickstarts/call-automation/callflows-for-customer-interactions.md) for a customer support scenario.

articles/communication-services/toc.yml

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- name: Gather user input
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- name: Teams interoperability
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- name: Ring Microsoft Teams users
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- name: Add Teams interop group calls to your app
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- name: Ring Microsoft Teams users
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- name: Teams interoperability
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- name: Overview
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href: concepts/interop/custom-teams-endpoint-firewall-configuration.md
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- name: Government clouds
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- name: Add Teams interop group calls to your app
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- name: Virtual visits
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href: concepts/call-automation/call-automation-teams-interop.md
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- name: Call recording
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- name: Events

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