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Operator Assistance in Azure MFA will be retired on 30 September 2023

Published date: March 24, 2022

On 30 September 2023, we will retire Operator Assistance in Azure multifactor authentication and it will no longer be available. Before that date, please start using the automated attendant functionality within your phone system, which provides a frictionless and more secure connection experience.

Currently, when a multifactor authentication phone call is initiated and an operator answers, the operator is asked to transfer the phone call to the extension belonging to the end-user needing to perform multifactor authentication. This approach delays call connection and can result in incomplete multifactor authentication attempts.

When Operator Assistance retires on 30 September 2023, this feature will be disabled for all Azure AD tenants. Azure AD will automatically dial the appropriate user extension upon call connection. New Azure AD tenants created after 1 March 2022 will not have access to the Operator Assistance feature.

Required action 
To avoid service disruption, follow the steps to disable Operator Assistance before 30 September 2023. 

Help and support 
If you have questions, get answers from community experts in Microsoft Q&A. If you have a support plan and you need technical help, please create a support request.

  • Retirements