Forum Discussion
Solved
Org Guests are being sent straight to Voicemail
Scenario:
Teams-only org. Org has guest users. No unusual policy restrictions set on guests.
User - fully licensed user in Teams
Guest User - fully licensed for Teams in his own Org, an unrestricted guest user in User's Org.
Here's the problem:
Guest User Calls User --->Guest is Sent directly to User's voicemail
However:
User calls Guest User-->Call rings for Guest user and they can have an audio call
Any other Org User Calls User--->Calls ring as expected and they can have an audio call
In other words, Guests seem to be sent directly to voicemail and can't have audio calls with users in the Org.
I am pretty sure this used to work correctly. Any suggestions as to what might be causing this? Of course if anyone else could try this out and verify whether they are seeing the same behavior that would be most helpful.
Bob
LinusCansby Thank you for checking. Several users (not guests) were seemingly affected and calls from any guest were going straight to their voicemail.
I actually discovered what the problem was. These users were previously licensed with PSTN/Phone System/Call plans, and while they had those plans active, had set their Call settings to immediately "Forward to VM". Since then, the PSTN/Calling Plan licenses were removed from these users, however, their account settings are now stuck in "Forward to voicemail" with no way to change it, because they no longer get access to the settings for Call handling (why this limitation? I have no idea...).
What I have had to do was re-assign a calling plan/phone system license to the affected users in order to regain access to the Call handling settings in the Teams app, to take forwarding off. Maybe could have been done via PowerShell, IDK. Obscure, but quite annoying bug.
Bob
Hi,
Do you have the same problem with more than one guest or user? Can the guest start a chat with an user?
I tested now and a guest can start a call with a user without any problem, at least in my EU tenant.
LinusCansby Thank you for checking. Several users (not guests) were seemingly affected and calls from any guest were going straight to their voicemail.
I actually discovered what the problem was. These users were previously licensed with PSTN/Phone System/Call plans, and while they had those plans active, had set their Call settings to immediately "Forward to VM". Since then, the PSTN/Calling Plan licenses were removed from these users, however, their account settings are now stuck in "Forward to voicemail" with no way to change it, because they no longer get access to the settings for Call handling (why this limitation? I have no idea...).
What I have had to do was re-assign a calling plan/phone system license to the affected users in order to regain access to the Call handling settings in the Teams app, to take forwarding off. Maybe could have been done via PowerShell, IDK. Obscure, but quite annoying bug.
BobAh, good that you found an explanation even if it might been tricky to find. And good that you documented it here for others with the same problem.
