Forum Discussion
New teams: call queues not showing in search
tried out New Teams and found a big problem:
In the calls section, if I type the name of a "call queue" (shared line) .. it will not come up in search.
So our staff wouldn't be able to find the Tech support Helpline, for example, through search.
In 'old' Teams these call queues showed up with the headset icon making them distinctive.
It seems to me that currently the only way to call these call queues using new Teams would be via 10-digit dialing. That won't be acceptable.
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Has anyone found a solution to this problem? We tested Teams phone for a year and only had one call queue and it was fine but now we have switched everything over and only a handful of queues show up in the search and none of the solutions below have worked. The issue is everywhere including the browser. I opened a ticket with Microsoft and I thought the tech was onto something by changing this setting:
Set-TransportConfig -AddressBookPolicyRoutingEnabled $True
However, after letting it sit all weekend nothing seems to have changed.
- Response from Microsoft today:
"multiple tenants are facing this issue in new teams. Rest assured we are checking with our internal resources to isolate the issue. We are actively looking for a relevant solution" - Okay, so I found a fix for this issue. Hopefully, this helps others.
1. Open up teams and navigate to Chat
2. In the search bar up top type in the name of the call queue
3. Hit “enter” and click on “people”
4. You’ll get a list of names that match the search, just scroll down till you see the call group, it has a special icon
5. Click on that call group and it will bring up a teams chat with that group (you don't need to actually talk with the group, just need to "cache" the group)
6. Now go to “calls”
7. On the right-hand side there is a speed dial section, click the “+”
8. An Add to speed dial window pops up, enter the name of the group you found in Step 2
9. You may have to scroll through a list until you see the call group, click on it, and choose “add”
10. A new window will pop up, you can keep the defaults and click “save”
11. Now lets check to see if the group is searchable
12. In the “Type a name or number” field type in the name of the call group and it should show
If you don't do step 8, adding the contact as a speed dial, the call queue won't be searchable upon reboot and you'll have to do the process again- I fixed the issue for me with this solution:
1. Locate resource group
2. Find assigned phone number
3. insert phone number in dail box under the "calls" tab in teams
4. The number will now be "translated" to the name of the Call queue the resource group is assigned to.
BUT
Just tried it with an other user and it did not work for him. This issue seems very strange.
Looking forward to the update from Microsoft later. - well .. that partially worked for me. if I search using the top search box and then click people, the call queue will come up. but even if I click on it and open a chat, it still doesn't come up if I then go to calls and try to add it as a speed dial, it won't come up searching by name, but will if i put the email address of the resource account.
However, I received a reply from a Technical Lead at Microsoft and it sounds like they might be pushing out a code fix for this issue over the weekend:
Title: Users can’t search for some auto attendants and call queues using the new Microsoft Teams desktop and web clients
User impact: Users can’t search for some auto attendants and call queues using the new Microsoft Teams desktop and web clients.
Current status: We've received reports of users that are unable to search for certain auto attendants and call queues using the new Microsoft Teams desktop and web clients. Our investigation has determined that a code issue with a service that facilitates address book lookup policies is causing the auto attendants and call queues to not be searchable in new Teams due to the service not recognizing them as being a part of any address lists. We've developed a fix for this issue and are monitoring as it deploys, with the expectation that service should be restored by Monday, June 10, 2024.
Scope of impact: Your organization is impacted by this event, and any user attempting to search for auto attendants and call queues using the new Microsoft Teams desktop and web clients are affected.
Start time: Wednesday, February 14, 2024, at 8:00 PM UTC
Estimated time to resolve: We expect the fix to complete deployment by Monday, June 10, 2024.
Root cause: A code issue with address book lookup policies is causing the auto attendants and call queues to not be searchable in new Teams, resulting in impact.
Next update by: Monday, June 10, 2024, at 7:30 PM UTC- Is this publicly posted? Has anyone confirmed if the issue is resolved?
- Our org is also (once again) having this issue, since May 31st. We opened a case as well (#2406040040010774) to hopefully draw attention towards this issue and get more momentum.
- yes, the problem has come back for us as well...
if I type the name of a call queue in (new) Teams, I get numbers instead of the call queue. so it doesn't work ... it's like it's translating the letters into numbers.
I have contacted Microsoft support on my old ticket from September/March to let them know.
I've had this issue on and off with new and old Teams, turns out the searching just stops working for us with the call queue name, but if you type in the email of the resource account it still searching properly. So if we have a Customer Service CQ to transfer to, but it doesn't show in the call/transfer search section, I can type in mailto:email address removed for privacy reasons and it will start showing up, so I told our users to search "_cq" since that's our naming convention for call queues emails in teams. Then all the call queues show up for sales, order support and so on.
TL:DR
start typing in the email of the resource account if the display name isn't working for searching.
typing the email address of the resource account doesn't work for me, sadly.
Hmm, the more I test, it is hit-and-miss and varies... some auto-attendants show up from search with the headset icon, and most don't. A couple call queues come up by name, and most don't.We're entirely on new teams now, Typing the display name is hit or miss (depends on the week tbh), but typing the email or phone number of the resource account attached to the queue or aa has worked consistently.
Hope you find a resolution soon.
- This didn't work for us, but thanks for sharing.
- I just opened a Microsoft ticket about this.
Since they're pushing new teams out at the end of the month.- thanks. What really helped our case (TrackingID#2403050040015413) was to show them on the web it also didn't work. Otherwise we were looking at the teams app, clearing cache etc. Seemed that once we demonstrated the web app didn't work either (and did in classic mode) the case took a positive turn.
- a positive turn as in they're not just going around in circles anymore and not getting anywhere, or a positive turn as in they fixed it? 🙂
- Hello,
Can you check what version of the New Teams Client are you using? I am running on the internal version and it working all fine. At least the name resolution is working all fine.
With Regards,
Satish U- it says I'm up to date: "You have Microsoft Teams version 23247.1112.2396.409.You've got the latest version. It was last updated on 2023-09-25.The client version is 49/23090112248"if I type the name of a call queue in the calls search field, it does not come up.
tylerdobie did you ever figure this out? We're having the same issue with "new" teams. Classic works fine..
