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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 T...
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.
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
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.
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.