Forum Discussion
Calls in queue and call groups lead to nowhere, disconnect, doesn't reach voicemail, etc. (randomly)
Hello everyone, I really am at a loss as to what to do next. I have reached out to Microsoft tech support for almost 2 months now for help on resolving this-- so I'm hoping someone out there migh...
Thank you for taking the time to respond. I’m torn between feeling vindicated that someone else out there is experiencing the onslaught of issues we’ve had with O365’s phone system - and - despair that your result is about the same as mine.
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.
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.