Forum Discussion
Calls in queue and call groups lead to nowhere, disconnect, doesn't reach voicemail, etc. (randomly)
We moved to Teams (from an on-prem end-of-life Cisco system) in late August and we are having similar problems with picking up calls and transferring after consulting. We're all on calling plan + E5. We have only two auto attendants and one calling queue (with no one opting out or anything). Frequently, our main operator (among 5-6 possible) attempts to answer the call, experiences freezes of the app, attempts to consult, but experiences substantial delays picking the call back up from hold. In short, not a reliable or good experience.
Direct calls are fine, generally, but the calling queue and handling of calls from it is a mess.
We've had a ticket open for about a month. Microsoft has escalated to engineering...
Yet, we wait.
Matthew Frahm sorry to hear that...wish I could tell you we've made progress but so far, we have not.
StevenC365 have you had an opportunity to reach out re: the incident number that I PM'ed you? It sounds like I am not alone in the type of problems we're experiencing.
The scariest part of it is that we aren't made aware that there are connection problems until a client is angry enough to either write in through our website or call over & over until Microsoft's phone system actually works.
I hate to say this -- but at this point, we have seen a noticeable decline in business because of the phone issues we've experienced, so we're exploring other options to transition ASAP.
