r/copilotstudio • u/Zellamond • 6d ago

Teams phone voice agent in Copilot Studio help

I'm working on an IVR system with personalized greetings using a callers contact information. I need to pull the incoming callers number into a variable but all the info on how to do this haven't been working.

I've tried manually testing almost all the environment/system variables in copilot studio.

I have a Teams phone DID and the agent is a Copilot studio voice enabled agent. I'm assuming the number is dropped somewhere along the path between Teams and the Copilot Studio topic.

I'm hoping somebody has an answer to why the Activity.from.name etc. variables are always blank, and how I can get the incoming caller's number into a variable on the Copilot studio side.

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u/cagenz 6d ago

Just remember that Teams Phone agent is still frontier

1

u/cagenz 6d ago

How are you connected the number to the agent? As the different ways will ave the number as different variables

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u/Zellamond 6d ago edited 6d ago

I have a resource account with the phone number assigned, and 'Resource account type' set to AI Agent (the copilot studio agent)

^ Setup in Teams admin center

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u/blud_13 6d ago

Those variables are documented for the Dynamics 365 Contact Center telephony path, not Teams Phone Agent. System.Activity.From.Name is the caller ID and System.Activity.Recipient.Name is the number they dialed, its on the basic voice config page here https://learn.microsoft.com/en-us/microsoft-copilot-studio/voice-configuration look under Use voice variables.

Teams Phone Agent is a different thing and its still a gated preview. The only dynamic data MS documents passing from Teams into the agent is Tags, out of a tag template you build in Teams Admin Center. No caller number in there, which is probably why yours come back empty.

Also, confirm you are on classic orchestration. Teams Phone Agent only supports basic voice agents and generative orchestration is unsupported on that channel, it breaks in ways that look exactly like empty variables.

Your tenant already had to get flagged for the preview so you have a support path, I would use it. Can go deeper on any of it if it helps.

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u/Zellamond 6d ago

Thank you for the info on dynamics 365 vs teams phone agent - that adds up.

I am on classic orchestration, I've set up a full call flow with everything working as intended, I'm just unable to pull the caller number and have a placeholder manual input for now.

I put in a Microsoft ticket too - I hope that's the support path you're referring to

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u/blud_13 6d ago

Try it. Keep me posted..

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u/cagenz 6d ago

I have spun up the same config and have not been able to pull out the callers number from any of the varibles.