AI phone agent for MSPs on Microsoft Teams Phone
If your help desk line lives in Microsoft Teams Phone, redirect the auto attendant or call queue to your Mizo number. The Phone Agent answers, matches the caller in your PSA and opens the ticket.
- Status
- Works via call forwarding
- Connection
- Auto attendant or call queue redirect to a Mizo number
- Works in
- ConnectWise PSA · Autotask · HaloPSA
- Agents
- Phone Intake
About Microsoft Teams Phone: Microsoft Teams Phone adds PSTN calling, auto attendants and call queues to Microsoft Teams, using Calling Plans, Operator Connect or Direct Routing.
What the Phone Agent does for Teams Phone users
Teams handles the call routing your team already uses. Mizo picks up where a human can't.
After-hours auto attendant
Point the after-hours call flow of your Teams auto attendant at Mizo so night calls get answered and logged.
Call queue timeout
When a Teams call queue times out or overflows, redirect the caller to Mizo rather than shared voicemail.
Ticket and transcript in your PSA
The caller is matched to their PSA contact and the ticket is created or updated with transcript and summary.
Transfer to on-call
Emergencies are transferred to the on-call technician's number you configure.
How Mizo works with Microsoft Teams Phone
There is no API integration with Microsoft Teams Phone. You forward calls from Microsoft Teams Phone to a dedicated Mizo phone number. The Phone Agent answers, matches the caller to a contact in your PSA, creates or updates the ticket with the transcript, and transfers to your on-call technician when a human is needed. Your numbers stay where they are.
How to set it up in Teams Phone
Mizo runs in recommendation mode first, writing its reasoning to each ticket, and moves to autonomous handling only where you allow it.
Get your Mizo number
Mizo provides a dedicated phone number for your Phone Agent.
Redirect from Teams admin center
Set the auto attendant's after-hours action, or the call queue's timeout or overflow action, to redirect to the Mizo number as an external phone number.
Set on-call rules
Tell Mizo where to transfer emergencies and how to treat specific clients.
Mizo and Microsoft Teams Phone: common questions
What do we need in Teams to redirect to an external number?
Your Teams Phone setup needs PSTN connectivity for the redirect (Calling Plan, Operator Connect or Direct Routing), and the auto attendant or call queue resource account typically needs a phone number and license. Your Teams admin can confirm.
Is this the same as Mizo's Microsoft Teams integration?
No. Mizo's Teams chat integration handles requests in Teams channels. Teams Phone works through call forwarding to the Phone Agent.
Do users have to call a different number?
No. They call your existing Teams Phone number; only the routing behind it changes.
Is there a Teams Phone API integration?
No. It's call forwarding only, so nothing is installed in your tenant.
Agents and pages that work with Microsoft Teams Phone
Phone Agent
Answers calls, matches the caller and opens a complete ticket.
Intake Agent
Bundles duplicates, filters noise and matches every ticket to the right contact.
Mizo for Microsoft Teams
AI support requests directly in Teams chat.
AI agents for MSPs
The full Mizo agent fleet for MSP service desks.