Forum Discussion
Microsoft is removing the ability to dial 0 during a personal greeting in Teams Phone voicemail
An FYI for those of you using Teams Phone:
We recently learned, due to customer complaints, that Microsoft is rolling out an update to the "voicemail bot" in Microsoft Teams Phone that takes personal voicemail messages. This new version of the bot has removed the ability for customers to press 0 to follow the configured opt-out (transfer) option for the mailbox (i.e. operator, call queue, etc). Pressing zero is ignored and does not interrupt the greeting.
I'm specifically referring to setting VoicemailWithTransferOption with an associated TransferTarget.
We see this as a customer service disaster that is not aligned with industry conventions or customer service best practice. We have pushed back strongly on Microsoft's decision making but they say that only a handful of customers have complained.
This new bot is 70% rolled out to tenants as we speak. Microsoft customer support has associated our tenants to the "old bot" for the time being, but saying they are unsure how long they can maintain this as the rollout continues.
3 Replies
Microsoft has confirmed that 0 and dial # features are back in production.
Have there been further updates on this from MSFT? We've been unable to find any official communication from MSFT on the topic and it's still functioning in our environment. Not sure if that's because we are the 30% or they've implemented a workaround.
We're starting to migrate users from an on-prem PBX with the break-out feature to Teams. Now we're learning this is not supported and for this customer, it's creating headaches. They need people to be able to get transferred to an maintenance line instead of leaving a voicemail if it's an emergency.
