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rgblanch's avatar
rgblanch
Copper Contributor
Sep 18, 2023

Issue with transferring to resource accounts

I am trying out the New Teams App, and I found I cannot forward calls to resource accounts. I believe this is because the resource account is generated in a disabled state. When you try to transfer it rings but doesn't connect to the queue that it's associated with, it just states that the user is unavailable. So, I enabled the account, and it shows the actual name instead of Unknown User (like when someone's account gets disabled), but still doesn’t connect to the queue. I tried making a new resource account to see if there was a difference between old and new but no difference. All the test users on the new teams cannot forward any calls to any resource account associated queues. Is there something that I am missing to connect resource accounts to the new teams app?

  • Mikeyp1985's avatar
    Mikeyp1985
    Copper Contributor
    It's an known issue on our tenant. Get a MS Support ticket raised and get it escalated. It's a massive problem with new teams at the moment for us who are trying to switch our users onto new teams
  • IanG562's avatar
    IanG562
    Brass Contributor
    Our org just upgraded to the New Teams client and it appears we are having the same issue. Did you ever get this resolved? I found if we manually create an Outlook contact with the phone number of the resource account the call transfer works.

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