This article shows you how to forward incoming calls to your AI Agent when nobody answers.
⚠️ Requirement: A Teams license with calling functionality (e.g. Microsoft Teams Phone / Enterprise Voice). Without this license, call forwarding options won't be visible in the settings.
How to set this up
Open Microsoft Teams and click Settings and more (…) in the top right, next to your profile picture.
Select Settings → Calls.
Make sure Don't forward is selected under Call answering and forwarding (so the call rings you first).
Scroll to the If unanswered section and select Forward to → New number or contact.
Enter the
<Superchat number>in international format (e.g. +49…).Set your desired wait time (maximum 55 seconds, in 5-second steps).
The setting saves automatically.
If you'd rather forward all calls immediately to the AI Agent instead, select Forward my calls under Call answering and forwarding and enter the Superchat number as the destination.
Note: forwarding on busy isn't directly configurable in Microsoft Teams' personal settings. Contact your Teams administrator if needed — this can be set up via the Teams admin centre.
Test
Call your Teams number and don't answer — after the configured wait time, the call should reach the AI Agent.