Teams calling is quietly becoming a very different product If you set up Teams Phone two years ago and have not looked since, you would barely recognise the product today. Microsoft has shipped a steady run of features into the calling stack in the first months of 2026, and most of them are aimed squarely at the part of your organisation that takes the calls for a living. Contact centres, reception desks, sales teams, service desks. We cover Teams calling for a living in more than 90 countries, so we have a short list of the changes that actually move the needle. Here is what is live, what is close, and what it means if you run on Teams Phone. Live today: Copilot is on the call with you Copilot in Teams Phone is no longer a demo. Users with the right licence now see a Copilot side panel while a call is in progress, pulling up context, taking notes, and answering questions without making anyone put the caller on hold. When the call ends, Copilot writes the summary and the follow-up list for you. The feature that gets the most reaction in our demos is the Copilot summary for transferred calls. When a call is handed from one person to the next, the receiving user gets a short brief of what the caller wanted and what has already been discussed. No more "let me explain it again to the next person." What it is good for: reducing the invisible tax that every transfer puts on the caller. What it is not: a replacement for a properly trained team. Copilot summarises, it does not judge. Sources Get started with Copilot in Microsoft Teams Phone · Microsoft Support Summarize transferred calls in Teams with Copilot · Microsoft Tech Community Live today: the Queues app finally acts like a grown-up The Queues app, Microsoft's built-in call queue experience inside Teams, picked up two quiet but important upgrades this year. Shared call history so a team can see who has already returned the missed call, and reporting retention bumped to 45 days. The shared history sounds small and is not. Every contact centre we have walked into has some version of the same problem: two agents call the same customer back because neither knew the other already tried. Shared history fixes that without a third-party tool stitched to the side. The 45-day window is useful for the other kind of question. The one where a manager asks on a Monday what happened three weeks ago on a Friday afternoon, and the answer used to be "we don't have that anymore." Sources Shared call history for call queues · Microsoft Learn Auto attendant and call queue historical reports · Microsoft Learn Live today: Interpreter in Teams Phone Interpreter in Teams does real-time translation between Teams users across nine languages, while the call is happening. Both sides hear the other in their own language. Is it going to replace your multilingual contact centre in Amsterdam or Brussels? No. Is it genuinely useful the next time an English-speaking engineer needs to get on a call with a French-speaking supplier without a scheduled interpreter? Yes. It is the kind of feature you forget exists right up until the moment you need it. Sources Interpreter in Microsoft Teams meetings and calls · Microsoft Support Manage Interpreter agent for your organization · Microsoft Learn On the roadmap: multi-line and Attendant Agent Two items on the published roadmap are worth tracking because they change what a single Teams user can do. Multi-line for Teams Phone gives one user up to ten numbers on a single account, which is how executive assistants, shared-desk operators, and front-office staff have always actually worked. Today you stitch this together with call queues and delegation. Soon you will not have to. Attendant Agent is Microsoft's take on an AI-built auto-attendant, designed to be assembled inside Copilot Studio rather than a separate IVR tool. The honest read: AI attendants are a category where the gap between a demo and a production system is larger than anyone admits. We will judge it on the real deployments, not the keynote. Sources What's new in Microsoft Teams, March 2026 · Microsoft Tech Community Microsoft Copilot Studio · Microsoft What this means if you run Teams calling with Purple Most of what Microsoft announced this year is already included in the Teams Phone licences our customers already hold. Copilot is the exception: a paid add-on, and the question we get most often is whether it is worth the per-user cost. Our honest answer: it depends on whether your people are on calls all day, and whether your current post-call admin is the bottleneck. These updates are good news. The Queues app, Interpreter, and Copilot make everyday Teams calling better, and that is where most of an organisation's calling volume lives. If Teams Call Queue and Teams Premium cover what your business needs, you have everything you need inside the Microsoft stack. Purple+ starts where Teams stops. It is a contact centre built on top of Teams, for the people whose job is taking calls: service desks, customer care, sales floors, dispatch. Structured outbound with wrap-up codes and CRM context, real supervisor tooling, wallboards, long-term reporting, IVR with actual business logic, CRM integrations. The things the Queues app and Teams Premium intentionally do not try to do. We are not competing with Teams. We fill the gaps that appear the moment your queue becomes a revenue or support channel. On the telephony layer, Purple Cloud Calling keeps the plumbing running across the 90+ countries we cover: SBCs, SIP trunks, Operator Connect peering, Direct Routing. So the Microsoft features above just work when you turn them on, and our contact centre adds the rest when Teams alone is not enough. If you want the shortlist of which of these to pilot first, and where Purple+ would actually add value on top, that is a 20 minute conversation. Book a call and we will walk you through it.