Forum Discussion
Calls in queue and call groups lead to nowhere, disconnect, doesn't reach voicemail, etc. (randomly)
JacobAdam This is about par for the course with Phone System in Office 365. I've had a ticket open with support since July for calls to a call queue dropping after 30 seconds when the caller is on a Polycom VVX phone. Even after getting Polycom support involved I still haven't seen a resolution.
I had another ticket open for an issue where a call queue agent can't answer calls from internal callers who have Call Forwarding enabled. That one was closed as "works as designed".
A couple weeks ago we started getting reports that outside callers were hearing a message saying "all circuits are busy" when trying to call us. That seemed to resolve itself but I'm still waiting to find out if we're entitled to compensation for this issue.
Today we're getting reports of calls dropping (again) from one of our high-volume users. I can't even look up the user in the Teams Admin Center right now because something is broken on the back end.
Don't get me started on the breaking change Microsoft made last fall to voicemail delivery for orgs with Exchange on-premises. After going back and forth with support for a few months we finally found out that they had added a requirement to have Exchange Hybrid configured. No notice, no update to the documentation. Oh, and then a few months after that I couldn't access my voicemail settings for awhile because they decided that if you don't have an on-premises mailbox then you must not have voicemail, despite this configuration being explicitly listed as supported.
Run. Run away, while you still can.
When I requested compensation for the issues I am experiencing (only after months of cooperating with tech support), they offered me $30. Regardless of the amount of users you or I have, we know that $30 hardly covers the cost of one user license, let alone the loss of time/business this system has provided us with.
But venting aside - I really do want to try and fix this, because our team loves using the Teams app for just about everything else. The only way I’ve gotten some stability so far is by enabling the most basic setup possible - caller calls into main line AA, and any option they choose forwards to a single user with an enabled voicemail box, with absolutely no call groups/“also ring” options enabled.
Regarding your issue with the high volume user; have you tried running Poweshell and review that user’s call policy/other Teams/Skype For Business settings? We had a terrible issue with one of our user accounts like yours, and the answer was me digging through PowerShell documentation and disassociating a broken calling policy that was (randomly) assigned to that user on the backend but wasn’t reflecting in the Teams admin center.
JacobAdam can you supply an incident number from your calls to support, I'll see if I can ask PG to look at it directly for you. It sounds like there is something wrong with how the numbers are set within the Microsoft backend. Certainly nothing you can configure.
StevenC365 Thank you, I really appreciate that! I will PM you the incident number. It might be worth mentioning that I've had a series of Teams-related tickets beginning back to early July, but this is the "main" ticket now.
