Teams Intelligent Call Delegation: Copilot AI Call Screening Preview and Setup Guide

Some people have already been using it. Here's what it does, how to turn it on, where it falls short today, and what IT should check before November.

What Intelligent Call Delegation actually does​

Microsoft's support documentation describes it as an AI‑powered voice agent. It can screen calls, collect caller intent, schedule follow‑ups, and route urgent calls to you. Microsoft also says it supports VoIP and PSTN calls, so it works on regular phone-network calls as well as Teams-to-Teams calls.

Microsoft's Teams blog gives the basic flow. Once you turn the feature on in Teams Call settings, it answers an incoming call on your behalf and starts a conversation with the caller, helping filter out spam and capturing context so you can understand why the caller is contacting you. From there:

• Urgent calls: the agent identifies the urgency and attempts a live transfer so you don't miss out on important conversations.
• Non-urgent calls: it offers the caller the option to leave you a voicemail or book a follow-up appointment on your calendar through an integration with Microsoft Bookings.
• Out of office: the support page says it can detect when you're away and book meetings for after you return.

Microsoft's own example is a supply chain manager in a meeting who gets a call about a delayed shipment. The agent screens the call, identifies it as urgent, and attempts a live transfer. The manager reads the context in the transfer notification and steps out to take the call.

It isn't the older "call delegation" feature. Teams already has Collaborative call delegation (roadmap ID 416288), where users can set up a delegation group, and incoming calls will be routed in a predefined sequence among the group members. That feature passes calls between people. Intelligent Call Delegation has an AI agent talk to the caller first.

The name has changed. Earlier Microsoft material called it Copilot Call Delegation. An older version of the support article used that name, and some partners also call it "Personal Assistant." Intlx Solutions, for example, wrote that Copilot Call Delegation, also known as Personal Assistant, uses AI to answer and manage incoming Teams Phone calls on a user's behalf. If you're searching admin docs or forums, try all three names.

Summary: an AI voice agent answers the call, works out what the caller wants, transfers urgent calls to you, and sends the rest to voicemail or a Bookings appointment.

Where it stands today: Frontier preview​

Microsoft's Teams blog announced the feature on April 21, 2026 as available through the Frontier program. Frontier is Microsoft's early-access program for Copilot features. The support page says Frontier features are shared for evaluation and feedback, and may change before general release.

The current support page lists these clients:

The roadmap entry only says "Desktop." The support page describes what works now in early access. The roadmap describes what Microsoft plans to ship. Neither source mentions mobile, so don't promise mobile support to users. Microsoft also says the feature currently works only when the Teams app language is set to English.

Licensing and limits during preview​

During the Frontier program access period, individual users require a Microsoft Copilot license. The support page also lists these service limits:

• 4-minute maximum call length
• 15,000 minutes per tenant per month
• Processing limits based on the number of concurrent calls within a rolling two-minute window

If a limit is reached, Microsoft says incoming calls may fall back to your previous call routing or to voicemail until AI screening is available again. Microsoft says licensing and limits may change and that it will share more at general availability.

Four minutes is enough for screening: who's calling, what they want, and how urgent it is. It's not enough for a long conversation with the agent. A 15,000-minute tenant cap sounds generous until a busy sales or support team turns the feature on. At the full four minutes per call, the cap covers about 3,750 screened calls a month for the whole tenant. That figure is my own arithmetic from Microsoft's numbers, not a Microsoft estimate.

Summary: the feature is in Frontier preview now. Today it needs a Copilot license, English, and a desktop or web client, and it has usage caps that could change at GA.

How to turn it on (step by step)​

From Microsoft's support documentation for the Teams desktop app:

• In Teams, go to Settings and more > Settings > Calls.
• Under Manage Intelligent Call Delegation, select Set up Intelligent Call Delegation.
• If you don't see this option, contact your Teams admin.

Before you do this: Microsoft says enabling the feature replaces your existing call routing settings. If you've built up forwarding rules, simultaneous ring, or a voicemail flow over the years, write them down first.

How you'll know it's working:

• A welcome screen appears the first time you open the Calls app after enabling it.
• You get a notification when the agent answers a call, and a banner shows the call is being screened.
• You can open a live preview from the banner or from Call history.
• You can join the call at any time by selecting Pick up in Call history.
• Callers see an avatar and hear that they're talking to an attendant, not a person.
• Urgent calls may be escalated to you with the topic shown in the notification.
• When available, a post-call summary appears in Call history.

Settings worth reviewing​

• Which calls are screened: internal, external, or both.
• Default language: the language the agent uses with callers.
• Filter spam-likely calls: sends suspected spam to voicemail.
• Recordings and transcription: on or off for screened calls.
• Schedule follow-ups: lets the agent book meetings for you.

Setting up the Bookings calendar​

Follow-ups use a private Bookings calendar that isn't created by default. When you turn on Schedule follow-ups, Teams creates it in the background. To adjust it, select Schedule follow-ups in Call settings. You can set how soon a follow-up can be booked, how far ahead appointments can go, and your available hours. Save your changes, because they don't apply until you do. The documentation doesn't say the agent uses your existing public Bookings pages, so don't assume it does.

Known issues​

Microsoft lists these known issues:

• Presence status is not considered. Screening follows only your Intelligent Call Delegation settings. Being "Available" won't stop the agent from answering.
• Background noise can affect call handling.
• Live preview isn't available when recording and transcription are off. If you turn those off for privacy, you also lose live preview.
• No post-call summary is created if the caller hangs up early.
• Recap may attribute content to the agent incorrectly.

The presence issue matters most. Many users assume Teams calling follows their presence status, and right now this feature doesn't.

The admin question​

Admin controls are the weakest area right now. On August 10, 2026, a Frontier-enabled admin on Microsoft's Tech Community asked why the options weren't showing up. Microsoft's reply was that the feature currently has no dedicated administrator controls beyond disabling recording and transcription. Microsoft called expanded admin controls "an area of ongoing investment and consideration." Whether a proper policy surface ships with the October preview or November GA isn't documented.

Microsoft partner Universal Cloud says provided you set it up deliberately, and puts the key questions this way: Who's allowed to delegate what, how do you handle the summaries, and does it fit your information security policy? I agree. An AI agent that tells callers it's an attendant, records and transcribes them, and books meetings on someone's calendar needs review by your compliance, legal, and works-council stakeholders before you roll it out widely.

A sensible pilot checklist​

• Write down each pilot user's current call routing before enabling the feature.
• Test internal and external callers separately.
• Check that urgent escalation reaches the user when they're in a meeting.
• Make sure real customer calls aren't marked as spam and sent to voicemail.
• Test out-of-office scheduling and the Bookings availability windows.
• Test fallback when tenant limits are reached. Do calls return cleanly to the old routing or voicemail?
• Decide your recording and transcription policy, remembering it also controls live preview.

To send feedback, use Settings and more > Feedback > Report a problem and choose Intelligent Call Delegation. You can also open a handled call in Calls > Call history and report a problem from the side pane.

The bottom line​

Intelligent Call Delegation is a real feature, not just a roadmap item. Frontier users already have it. It works on Windows, Mac and web in English, has no mobile support yet, and has caps that could hurt in a busy tenant. The October preview and November GA dates are Microsoft estimates and could move, and the roadmap says entries may be removed when a feature reaches GA or is postponed.

If you run Teams Phone, the main thing to plan for is that enabling the feature replaces each user's existing call routing. Admin controls are still limited, so pilot it with a small group, record everyone's current setup first, and don't assume November will bring the same feature with only the "preview" label removed.

Update: Roadmap now explicitly lists Mac and November GA (October 5, 2026)​

Microsoft’s updated roadmap entry now lists Mac alongside Desktop as a supported platform for Intelligent Call Delegation. That aligns with the existing Frontier documentation, which already described Windows and Mac desktop support, but it is the first explicit Mac designation in the roadmap itself.

The October 5 roadmap update also lists only a November 2026 general-availability target. It no longer shows the previously stated October preview milestone. Microsoft still marks the feature as In development, so November remains a target rather than a guarantee.

For IT teams, the practical change is that Mac should be included in pilot and readiness testing, rather than being treated as an early-access-only client detail. Administrators should still avoid assuming mobile support or expanded policy controls will arrive with general availability.