Microsoft has recently announced Virtual Front Desk (VFD), a feature on Teams Display devices that turns them into virtual receptionists. VFD functionality allows a Teams Display device to take the place of a physically present receptionist. This includes a welcome text message shown on the device and an on-screen button that visitors can tap to connect with a company employee.
Configuration Options
At Enterprise Connect, I caught up with Kruthika Ponnusamy from Microsoft who is responsible for this feature and talked a little about the configuration options that will be available.
Configuration Options Available
| Setting | Description |
|---|---|
| Enable VFD | Activates virtual receptionist mode |
| Display Message | Custom greeting shown on screen |
| Video Enabled by Default | Auto-starts video (if configured) |
| Call Destination | Teams user, queue, IVR, or phone number |
| Call Button Message | Custom text on the call button |
The call destinations can be a Microsoft Teams user using Teams client or Landis Attendant Console, a Teams voice app (Teams native queue or IVR, or 3rd party contact center queue, like Landis Contact Center) or a telephone number. If a telephone number is used, the Teams user answering the call will not be able to see video from the device.
These settings will be configurable on the device or via the Teams Admin Console.
Which Devices Will Be Supported?
While this feature has been show-cased on the Neat Teams display at Enterprise Connect, this functionality will be available on Teams Displays more widely.
A Detail on How it Works
While trying out a VFD device at Enterprise Connect, I noticed that video calls from a VFD device started as video from that device, but the user answering the call needs to decide whether or not to turn on video.
Using Microsoft Teams Virtual Front Desk with Landis Attendant Console
While Microsoft Teams Virtual Front Desk can be used with the Team client as the destination, we can see some benefits of have the Landis Attendant Console for Microsoft Teams as the destination for a VFD call. Some of these include:
- Accept receptionist to handle both external phone calls and internal VFD calls.
- Allow a remote/hybrid receptionist to handle all incoming calls and VFD calls from multiple locations
- Handle calls and efficiently transfer calls to other Teams users
- Utilize Landis Attendant Console Chat Consult transfer
- Use efficient screen layouts and Quick Access Shortcuts
- See all Landis Attendant Console features here.
Using Microsoft Teams Virtual Front Desk with Landis Contact Center
While Microsoft Teams Virtual Front Desk can be aimed at Microsoft Teams native Queues or Auto Attendants, it can also be directed to Landis Contact Center agents or Landis IVR. This could allow managers to have more insights, AI sentiment analysis, reporting and other real-time analytics. Landis IVR allows building no code/low code voice apps for self-services tasks.
Summary
This is an interesting development as in the past Microsoft has leaned on 3rd party products such as HelloDoor to fill this need for Microsoft Teams. At this time vendors like HelloDoor provide a wider set of features, like door bell integration, weather resistant devices and some interesting AI welcome video options, and we can expect them to continue to fill these needs for some time. But for the simplest VFD scenarios it looks like Microsoft is looking to have an option.
