#Voice enabled channels are here to stay! For now…

Previously Microsoft announced that they would be retiring Voice Enabled Channels in June 2026. However, this has changed, it will no longer be retiring according to the message center 😊

Customers use Voice Enabled channels for a number of different reasons some of which are listed below:

  • View which agents are opted into the Call Queue
  • Opt yourself out of the queue
  • Manage agent membership of a particular Call Queue
  • Splitting out Call Queues between Teams to avoid confusion

If you’re not using Voice Enabled channels, below is a screenshot of what they look like, and I would highly recommend you give them a go.

Given that Microsoft’s recommended next steps was the “look at the Queues App” which is a premium feature I think this is a great decision from Microsoft to listen to customer feedback and shows their commitment to going back on changes if needed.

Let me know in the comments if you are going to try Voice Enabled channels or are look into moving into the Queues App for the increased functionality.