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.
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
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?
Abdelrahman_KhaledMicrosoft
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.
- Issue has gone away for us as of today .. the users who were experiencing the issue are now able to search for the call queues by name in new Teams.
- Still a issue for us.
I'm checking with my IT department to see what may have happened over the last couple of days for updates and resolutions. I don't know if anything is posted publicly beyond this conversation thread (and undoubtedly others somewhere out there).
