CTE shared line appearance conceptual docs

Author: jamescadd

articles/communication-services/concepts/interop/teams-user/teams-shared-line-appearance.md

@@ -0,0 +1,49 @@
+---
+title: Microsoft Teams shared line appearance
+titleSuffix: An Azure Communication Services concept document
+description: Provides an overview of Teams shared line appearance and delegate calling for Teams users in Azure Communication Services Calling SDK.
+author: jamescadd
+manager: chpalmer
+services: azure-communication-services
+
+ms.author: jacadd
+ms.date: 2/6/2025
+ms.topic: conceptual
+ms.service: azure-communication-services
+ms.subservice: teams-interop
+---
+# Microsoft Teams shared line appearance
+
+[!INCLUDE [Public Preview Notice](../../../../includes/public-preview-include.md)]
+Microsoft Teams shared line appearance lets a user choose a delegate to answer or handle calls on their behalf. This feature is helpful if a user has an administrative assistant who regularly handles the user's calls. In the context of Teams shared line appearance, a manager is someone who authorizes a delegate to make or receive calls on their behalf. A delegate can make or receive calls on behalf of the delegator.
+## Use Cases
+
+**Business Enterprises**: Team leads can delegate their call responsibilities during meetings or vacations to their assistants or colleagues, ensuring uninterrupted communication with stakeholders.
+
+**Contact Centers:** Supervisors can allocate their call flows to other available agents during breaks, making certain that no client query goes unanswered.
+
+**Healthcare:** Doctors or nurses can delegate their call flows to peers or assistants during surgeries or when attending critical cases, ensuring patient queries are addressed promptly.
+
+## Platform capabilities
+The following Azure Communication Services and Graph platforms currently support shared line appearance:
+| Capability                                                 | Calling SDK JS | Graph SDK |
+|------------------------------------------------------------|----------------|-----------|
+| Set up delegation (add/remove/update delegate permissions) | ❌             | ✔️       |
+| Receive calls on behalf of another                         | ✔️            | ❌        |
+| Call a phone number on behalf of another                   | ✔️            | ❌        |
+| Call a Teams user on behalf of another                     | ✔️            | ❌        |
+| Receive an ACS user call on behalf of another Teams user   | ✔️            | ❌        |
+| Get the delegate view of shared lines                      | ❌             | ✔️       |
+| Get the delegate view of manager’s call activities         | ❌             | ❌       |
+| Get the manager view of delegates                          | ❌             | ✔️       |
+| Delegate or manager can hold or resume                     | ✔️            | ❌        |
+
+>Note: Calling SDK for iOS, Android, and Windows do not currently support shared line appearance.
+
+For more information on the capabilities available during a shared line appearance call, see [Calling capabilities for Teams users](https://learn.microsoft.com/en-us/azure/communication-services/concepts/interop/teams-user-calling).
+
+## Next steps
+
+> [!div class="nextstepaction"]
+> For more information, see the following articles:
+- Get started developing shared line appearance with the [how to](articles/communication-services/how-tos/calling-sdk/shared-line-appearance.md).

articles/communication-services/toc.yml

@@ -1059,6 +1059,8 @@ items:
       href: concepts/interop/teams-user/meeting-capabilities.md
     - name: Teams client experience
       href: concepts/interop/teams-user/teams-client-experience.md
+    - name: Teams shared line appearance
+      href: concepts/interop/teams-user/shared-line-appearance.md
     - name: Teams license requirements
       href: quickstarts/eligible-teams-licenses.md
     - name: Microsoft Entra API permissions