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Control 4.3: Copilot in Teams Phone and Queues Governance — Troubleshooting

Common issues and resolution steps for Copilot governance in Teams Phone and call queue environments.

Common Issues

Issue 1: Copilot Call Summaries Not Generating

  • Symptoms: After completing phone calls, no Copilot-generated call summary is available.
  • Root Cause: The calling policy may not have Copilot features enabled, the user may lack the required license, or transcription is not active.
  • Resolution:
  • Verify the user has both a Copilot and Teams Phone license.
  • Check the calling policy includes Copilot summarization settings.
  • Confirm transcription is enabled in the calling policy.
  • Verify the call duration exceeded the minimum threshold for summary generation.
  • Update the Teams client to the latest version.

Issue 2: Call Transcription Quality Issues

  • Symptoms: Call transcripts contain frequent errors, misidentify speakers, or miss content.
  • Root Cause: Audio quality issues, multiple speakers overlapping, or language/accent recognition limitations.
  • Resolution:
  • Ensure call participants have adequate audio quality (headsets recommended over speakerphone).
  • Verify the transcription language setting matches the primary language of the call.
  • Report systematic transcription quality issues to Microsoft support for model improvement.
  • Train users to speak clearly and avoid overlapping speech for better transcription accuracy.

Issue 3: Compliance Recording Conflict with Copilot

  • Symptoms: Third-party compliance recording solution interferes with Copilot transcription or summarization.
  • Root Cause: Both the compliance recorder and Copilot may be attempting to process the audio stream simultaneously.
  • Resolution:
  • Verify compatibility between the compliance recording solution and Copilot.
  • Check with the compliance recording vendor for known Copilot integration guidance.
  • If conflicts persist, configure Copilot to generate summaries from the compliance recorder's output rather than the live stream.
  • Contact Microsoft support for guidance on dual-processing scenarios.

Issue 4: Call Queue Agent Copilot Access Inconsistent

  • Symptoms: Some call queue agents have Copilot during queue calls while others do not, despite identical configurations.
  • Root Cause: Individual agent policies may differ, or license assignment is inconsistent across the agent pool.
  • Resolution:
  • Verify all agents in the queue have identical calling policies: review with Get-CsOnlineUser.
  • Confirm all agents have Copilot licenses assigned.
  • Check for any conflicting policies at the user, group, or organization level.
  • Re-assign policies uniformly using the batch assignment script.

Diagnostic Steps

  1. Check user policy: Get-CsOnlineUser -Identity "user@contoso.com" | Select TeamsCallingPolicy
  2. Verify license: Confirm Copilot and Teams Phone licenses in the Admin Center.
  3. Test call transcription: Place a test call and verify transcription generates.
  4. Review call queue config: Get-CsCallQueue -Identity "queue-name" | Format-List

Escalation

Severity Condition Escalation Path
Critical Compliance recording failure affecting regulatory obligations Compliance team + IT + Recording vendor
High Copilot exposing call content to unauthorized users IT Security + Teams Admin
Medium Call summary generation failures IT Support — license and policy verification
Low Transcription quality issues Document and monitor improvements