Accessibility Audit and Testing for Microsoft Teams Communication Solutions

This case study explains how Enabled.in can help SCB Global improve accessibility across The Teams communication solutions. It covers voice, contact center, attendant console, analytics, administration and Microsoft Teams integrations. Project-specific findings and outcomes must be added only after formal testing evidence is available.

About The Teams and OPTO Solutions

Solution area	Representative scope
OPTO T Teams Voice	Calling, routing, transfer, voicemail and call controls.
OPTO C Teams Contact Center	Agent, supervisor, queue and customer-service workflows.
OPTO A Attendant Console	Receptionist and operator call handling and directory search.
OPTO I Insights and Analytics	Dashboards, charts, filters, tables and exports.
OPTO X CPaaS	Communication APIs, notifications and integrations.
Administration portals	Users, roles, configuration, security and reporting.
Teams and Azure integration	Navigation, focus, alerts and embedded experiences.

Users and Accessibility Needs

User group	Important needs
Agents	Accessible call controls, caller information, queue status, notes and wrap-up forms.
Supervisors	Readable dashboards, charts, queue monitoring, filters and reports.
Attendants	Directory search, call transfer, multiple-call management and clear status.
Administrators	Keyboard-operable forms, roles, permissions, configuration and error recovery.
Customers	Accessible contact paths, understandable messages and communication alternatives.
People with disabilities	Clear names, roles, states, focus, contrast, text alternatives and simple interaction.

Accessibility Challenges

• Call controls may not expose a clear accessible name, role or state.
• Incoming calls, hold, transfer, recording and disconnection states may not be announced.
• Focus may be lost after a call dialog, customer panel or transfer window opens.
• Queue and agent status may be communicated by colour alone.
• Contact-center screens may contain complex tables, tabs, panels and customer records.
• Charts and analytics may not provide equivalent data tables or summaries.
• Drag-and-drop, hover, swipe or timed actions may not have accessible alternatives.
• Forms may have unclear labels, missing required status or weak error recovery.
• Teams, Azure, web views and third-party components may behave differently across environments.

Engagement Objectives

• Assess SCB Global communication interfaces and workflows.
• Test Teams Voice, Contact Center, Attendant Console and Analytics functions.
• Review Teams-native, browser-based and Azure-hosted experiences.
• Identify barriers affecting agents, supervisors, attendants, administrators and customers.
• Test keyboard and alternative-input access.
• Test NVDA, JAWS, Narrator, VoiceOver and TalkBack where applicable.
• Review charts, tables, notifications, forms, dialogs and dynamic call states.
• Provide developer-ready remediation guidance.
• Retest corrections and support VPAT 2.5 and ACR evidence.

Assessment Scope and User Journeys

Journey	Representative tasks
Sign in	SSO, authentication, password recovery, timeout and sign-out.
Calling	Make, receive, hold, mute, resume, transfer, record and end calls.
Contact center	Agent status, queues, customer records, notes, disposition and wrap-up.
Attendant console	Directory search, caller identification, routing and multiple calls.
Analytics	Dashboards, charts, filters, date ranges, tables and exports.
Administration	Users, roles, phone numbers, routing, integrations and audit logs.
Notifications	Loading, success, error, network, queue and recording messages.

Standards and Conformance Basis

WCAG 2.2 Level AA should be the primary baseline. Results can be mapped to EN 301 549, Revised Section 508, ADA-related requirements, the European Accessibility Act, UK requirements and BIS IS 17802 where applicable. WAI-ARIA 1.2 is relevant to web components. Native controls should expose correct properties through Android, iOS, Windows and macOS accessibility APIs.