Forum Discussion
Calls in queue and call groups lead to nowhere, disconnect, doesn't reach voicemail, etc. (randomly)
JacobAdam Support will have the best view of what's happening in your specific case, but to confirm I've set this type of thing up many times without issue. Some things I would suggest :-
- See how you are using the external numbers and setting up the resource account behind the Auto Attendant and the Queue.
- How are you making an outbound number, are your user replacing their DDI
- Can you give the queue a new, different number and still forward from the AA, use a Microsoft sourced number for it
- Delete some stuff and recreate
Other than that I would keep asking MS Support what their next action is going to be.
- Thanks for the quick response on this. By your first point, what do you mean by “how” we are using external numbers? The resource account was setup per the guide here, via the Microsoft Teams admin center: https://docs.microsoft.com/en-us/microsoftteams/manage-resource-accounts#create-a-resource-account-in-microsoft-teams-admin-center
The queue number is already Microsoft supplied. I can try generating a new service number and reassigning it though; but I’ve already seen the same issue occur with other queues I’ve tried to create in its place, all Microsoft supplied.
The one thing I haven’t done is recycled the Microsoft supplied numbers for each user and reassigned them. But I’m willing to try anything.
If you have any other ideas, please let me know. I will continue to work with Microsoft support, but as I said, they’ve been working on it for a quite a while with no progress (and a lot of the troubleshooting steps we complete are repeated, like deleting/reinstalling Teams, etc.).
One thing that I think could be creating problems is the fact that our setup used to be a hybrid solution before we started using Microsoft-supplied numbers. Is there any way to properly investigate this via PowerShell? I’ve found instances earlier on where the old calling policy was still enabled but have since removed all instances (that I could find anyway). Or better yet, is there a way to simply reset ALL of my Teams/Skype-calling-related settings and start from scratch? I wish I was more familiar with PowerShell; I feel like the answer lies there somewhere.JacobAdam Let's just go through your issue list
- callers make it to the queue but never make it out (i.e. the queue is set to redirect to a user after 2 minutes of no pickup, but instead, callers will somtimes be stuck listening to the queue for 15 minutes, followed by an abrupt disconnect)
Is the user you redirect to part of the queue, and are they available. What are you trying to achieve here anyway?
- callers hear ringing, followed by a "sorry we aren't available," followed up with an immediate disconnect of the call (note: ALL of our users have a voicemail box turned on, and none of them are forwarded to go anywhere else)
A call queue wont end up in a queue members voicemail. Again it sounds like your users are unavailable.
- the callers are in the queue but they never show up to the agents assigned to said queue
Are they available and haven't opted out of the queue (assuming you allowed them to opt out)
- if someone calls in at the same time as we are calling OUT, one or BOTH of the calls automatically are placed on hold without our prompting, and typically end up disconnecting a few seconds later
Calling out from where? How is this outbound connected to the inbound, are you using the same number?
- calls that we place on hold are disconnected after answering other inbound calls at the same time
Hold how? An individual user can't have multiple held calls to my knowledge, better to park the calls in that scenario.
