🔹 Feature: Questions and Answers Tool for Microsoft Teams Phone Agent
🔹 What It Does: Grounds the Teams Phone Agent (AI voice agent that answers phone calls on your auto-attendants and call queues) on your own documents and public web pages — so callers get natural-language answers from real organizational knowledge instead of “press 1 for sales.”
What Is It Giving You:
✅ Real AI Voice Answering Real Questions: Callers ask questions in natural language on your published phone number; the Teams Phone Agent answers with knowledge sourced from your own documents. Opening hours, product FAQs, policy questions, shipping status, HR benefits — no IVR tree, no waiting for a human, no “your call is important to us.”
✅ Two Knowledge Source Types: Knowledge – Document (upload files directly) OR Knowledge – URL (point at a public web page). Mix multiple tools per agent to cover different topics.
✅ Broad Document Support: JSON, XML, PDF, TXT, CSV, DOC / DOCX, XLS / XLSX, PPTX, plus ZIP archives containing any of the supported types. Push the docs your team already writes for humans — no rebuilding content in a special “chatbot” format.
✅ Reasonable Content Limits: Up to 10 files per Questions and Answers tool, 5 MB total. ZIP files respect the 5 MB packed limit but the expanded content can be larger — useful for bundling many small docs.
✅ URL Knowledge — Right for Product Pages and Public FAQs: Point at a public-facing web page (product listing, published FAQ, opening-hours page) — that specific page becomes the source. Great when the knowledge already lives on your website.
✅ Central Setup in Teams Admin Center: Voice → Templates and resources → Tools → Add → Questions and Answers. IT admins configure it in the same place they configure Auto Attendants and Call Queues today.
✅ PowerShell Automation: Full PowerShell cmdlets for creating and managing Q&A tools — automate rollout across many phone numbers, integrate with change management, version-control your voice-agent configuration.
✅ Composable With Other Teams Phone Agent Tools: Combine with Appointments (Microsoft Bookings integration), Agents and Queues, Holidays, spam detection, automatic recording, historical reporting, and third-party voice agent integrations. One agent, many capabilities.
⚠️ Rules worth knowing before you deploy:
🔸 URL sources: only public-facing pages. No intranet, no auth-protected pages, no highly interactive pages requiring user input. Only the specific referenced page is used — no crawl, no link-following.
🔸 URL sources are not auto-refreshed. Update the tool manually when the source page changes.
🔸 Documents don’t auto-refresh either — re-upload when the source doc is updated so callers get current information.
🌐 https://learn.microsoft.com/en-us/microsoftteams/aa-cq-setup-teams-phone-agent-tools-questions-answers
🌐 Teams Phone Agent overview: https://learn.microsoft.com/en-us/microsoftteams/aa-cq-setup-teams-phone-agent
