Enhancing Microsoft Teams with the new ACS-based Attendant Console

The use of Microsoft Teams as a communication hub has skyrocketed in recent years. By May 2025, we know that there are 80 million Teams Phone users, of which over 20 million are PSTN users¹. If you’re familiar with Imagicle, you’ll know we’re not new in the Microsoft Teams scenario. 

In fact, we’ve been offering Microsoft Teams users a complete suite of UC apps for years. Our mission from day one has been to simplify and enrich your daily workflow, and this always included providing a flagship Attendant Console complete with Advanced Queueing and Auto Attendant services. 

We’re not new to providing customers an intuitive interface to answer, transfer, park, manage queues, and record calls – but today, we can do it through an even better user experience thanks to the new integration model recently introduced by Microsoft. Based on a completely new technology, called ACS, it removes every bot limitation and provides users with the smooth user experience they want and deserve.

Introducing ACS: A Game-Changer for Microsoft Teams Integrations

Azure Communication Services (ACS) is a Microsoft-managed cloud service designed to supercharge applications by incorporating advanced communication features like voice, video, chat, text messaging, and email. 

What makes ACS particularly exciting is its ability to enable these applications to interoperate seamlessly with Microsoft Teams, even without the Microsoft client. This opens up new possibilities for developers and organizations aiming to enhance their Teams experience with innovative tools.

At Imagicle, we’re proud to have said goodbye to Microsoft Teams Bots and stepped into this innovation by immediately leveraging ACS to integrate Attendant Console and MS Teams in a completely new way, enhancing usability, power, and speed.

But what changes exactly with the new console? The main benefits are:

• True softphone integration with Microsoft Teams: Imagicle Attendant Console now operates seamlessly with Microsoft Teams as a standalone softphone, offering all telephony features even without using the Teams desktop or mobile client.
• Desk phones no longer required: it eliminates the need for traditional desk phones, reducing hardware costs and creating a clutter-free, modern work environment that’s perfect for smart working setups.
• Optimized for smart working environments: it supports remote work and flexible office arrangements, ensuring users can stay connected from anywhere.  The only thing they need is the Console, which will be operator’s softphone.
• Enhanced accessibility for sight-impaired users: the old integration model offered accessibility features only for desk phones. The ACS-based one incorporates features to enable sight-impaired users to use the softphone with confidence.
• Simple to deploy and configure: streamlined setup process minimizes IT workload, allowing easy and quick deployment, even for large organizations, without needing complex configurations through MS Teams PowerShell. Ideal for businesses migrating from legacy phone systems.
• Natural migration path for existing customers: the best part? Our existing customers don’t have to learn anything new: the Console is still the one they’re using everyday. With simplified deployment, the migration is a breeze!

Related Content

• Teams Call Recording in 2025: a Guide by Imagicle
• Contact Center for Microsoft Teams: do you need to build one?
• Teams Call Queue Reporting: What is the Queues App?

Cherry on top? Certified to integrate with Microsoft Teams and omnichannel!

Would it be an Imagicle news if it didn’t have at least two more exciting news on top?

The ACS-based integration isn’t the only thing that’s new within the Imagicle Attendant Console.

First and foremost, in 2024 the Attendant Console has been officially certified to integrate with Microsoft Teams. So, what does this certification mean, I hear you ask? In the simplest terms, our Imagicle Attendant Console, along with our Call Recording, has proven its technical excellence and elevated security. But it means much more than just a stamp of approval from Microsoft. 

This is a testament to the long hours, rigorous testing and hard work our team has put into the development of our console. The certification journey was not easy. Microsoft has a high bar for certification, particularly concerning Cloud security. Many companies didn’t make the cut. However, we’re here, with our console meeting the unprecedented security requirements set for Microsoft Teams certification in 2024.

Second, but not in importance, the Attendant Console has a new omnichannel sister: the Imagicle UCX Agent Console, certified to integrate with Microsoft Teams as well. 

We’re talking about an omnichannel console for seamless customer engagement across voice and digital channels. On a single pane of glass, agents can access caller information, handle calls, and oversee queues effortlessly. At the same time, they can manage requests from various chat channels and enable users to interact with virtual agents via voice or digital means.

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Not only Attendant Console – Your Contact Center for Microsoft Teams awaits

With Imagicle Contact Center solutions, you get native integration, AI-powered features, and Teams-certified
reliability all in one unified experience. 

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¹https://ucmarketing.co.uk/state-of-microsoft-teams/