Microsoft Teams: Manage auto attendant shared voicemails in the Queues app

🚨 The Signal: Microsoft Teams now centralises auto attendant voicemail management within the Queues app. This streamlines review and response, but requires careful permission configuration to prevent unauthorised access to sensitive customer communications.

The Impact

Teams administrators and users managing call queues are affected, with a security risk of unauthorised access to sensitive customer voicemails if permissions are not correctly configured.

• Teams administrators: Must configure new permissions to prevent unauthorised access to voicemails.
• Call queue managers: Gain direct access to customer voicemails, increasing data handling responsibility.
• Organisations using Teams auto attendants: New data access points require review of existing data governance policies.
• Security teams: Need to validate that access controls align with data classification and least privilege principles.

The Action

1. Review and update Teams auto attendant voicemail access permissions in the Teams admin center.
2. Implement least privilege access for users managing auto attendant voicemails in the Queues app.
3. Communicate new voicemail handling procedures and security best practices to affected users.
4. Verify that voicemail transcription, if enabled, aligns with data privacy and retention policies.

Domain: Teams · Impact: high · Workload: Teams · Essential Eight: Restrict Administrative Privileges · ISM: ISM-0445, ISM-1175, ISM-1380, ISM-1507, ISM-1508, ISM-1509, ISM-1647, ISM-1648, ISM-1650, ISM-1686, ISM-1688, ISM-1689, ISM-1883, ISM-1897, ISM-1898