Forum Discussion
New teams: call queues not showing in search
Update form Microsoft Internal:
Issue Summary:
Customer is unable find auto attendants or call queues in Teams client.
Root Cause:
Root Cause 1 - PG is migrating the API used by PowerBar search from SearchV2 to Substrate service, this change has a consequence that AA and CQ will not be returned in the Teams PowerBar when searched by display name.
Root Cause 2 -. If the end user is search in the Calls App and has only entered 5 or less characters.Investigation Guidance:
This is by design and part of a product design change that occurred recently.
For root cause 1 - please educate the user to one of the following options:
- Search in the power bar by the resource account UPN of the AA or CQ;
- Or search by resources account display name in the Calls APP.
For root cause 2 - Please educate the end user to search for voice apps by entering at least 6 characters of the resources account display name.
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.
