Looking for guidance on integrating ServiceNow with Microsoft Teams for voice calls

[AB6]

Hello Community,

I'm looking for guidance or best practices for integrating ServiceNow with Microsoft Teams to initiate voice calls directly from ServiceNow.

Our use case is the following:

• We use On-Call Scheduling to manage after-hours support.
• When a Priority 1 (P1) Incident is created during the night, we want ServiceNow to automatically identify the current on-call engineer.
• Instead of only sending a notification, we would like ServiceNow to initiate a Microsoft Teams call to the on-call agent to ensure they are immediately alerted.

Has anyone successfully implemented a solution like this?

I'm particularly interested in learning:

• Whether this is possible using native ServiceNow capabilities and Microsoft Teams integration.
• If it requires Microsoft Graph APIs, Power Automate, or a custom integration.
• Any architecture diagrams, implementation examples, or documentation you can share.
• Lessons learned or limitations you encountered during implementation.

Any guidance, recommendations, or examples would be greatly appreciated.

Thank you!

[sandeepdutt]

Hi @AB6 ,

Can you kindly list down what have you tried so far for this solution such that i can guide you further on this ?

Also,If your requirement is to automatically place a Teams voice call, there is no OOTB ServiceNow action that does this. The recommended approach is to use the Microsoft Teams Graph Spoke.

[Tanushree Maiti]

Hi @AB6 

Check these resources:

Set up Microsoft Teams as a contact method for an on-call escalation 

https://www.youtube.com/watch?v=oLqZav4eZfc

Exploring On-Call Scheduling 

Create call 

https://www.servicenow.com/docs/r/security-management/security-incident-response/integrate-msim-conf...