In this article I highlight a recent announcement which should be available by now to manage users’ call settings. In April 2022 Microsoft updated the Microsoft 365 roadmap with feature ID 93226 and rolled out an enhancement to end-user call management to the Microsoft Teams Admin Center (TAC).

Source: Screenshot Teams Admin Center \ User Management \ User Erik Kleefeldt \ Voice Settings

As I noticed the feature I sent out a tweet showing the change.

On the Microsoft 365 roadmap the following is described:

Source: Microsoft 365 Roadmap Feature ID 93226 | Microsoft 365

Conclusion, opinion and summary

In my experience managing call (forwarding) settings using the Teams Admin Center was a frequently asked questions in workshops and in the tech community as well. To change call forwarding settings is something which can be done on every common PBX if you are an PBX admin.

However, I must admit that I did not really miss the feature in regards of user adoption and training. In my opinion Teams offers sufficient access for users to change call forwarding settings on their own. The only exception that an admin might want to change the settings could be in case the user might be suddenly unavailable (for a unknown period of time). But is it really necessary to change a user’s call forwarding settings? In my honest opinion it is not necessary because if a user is well trained it can be set up in a way that an unanswered call goes to voicemail, another phone number, another colleague or else. I’m also aware that many PBX folks/VoIP admins out there have a different view and opinion on this matter, that’s fine that’s why the feature became available and can be adjusted on every common PBX. And of course, some Exchange admins might say, well as an Exchange admin I can configure delegation, out of office messages as well. Ok, agreed.

Don’t get me wrong the feature is helpful but I would limited the “administrative use” to the exception. In the past I’ve seen that people call their IT helpdesk and support to ask them that they change their call forwarding settings. That’s something what should be avoided by educating users and also IT helpdesk and support. I would suggest to brief the IT helpdesk and support to answer users’ questions of course but to tell users how they can do this alone without the IT helpdesk, show them where to find the user’s how to … guide, other user-friendly documentation on the topic etc. which should be part of change management outcomes (user adoption & training).

Additional resources