Forum Discussion
Teams Hotlines Agent Issues
Hello Microsoft Community,
We are currently experiencing strange phenomena with our Teams hotlines. The agents are sometimes unable to dial into the call queues for several hours. In the Teams client, only the loading symbol appears when dialing in.
I have already checked this on our Windows clients, the IOS app on our iPhones and on a Windows client outside our organization. Most of the time it doesn't work anywhere, sometimes it works on the Windows client outside our organization. Strangely enough, sometimes when the problem occurs, there is also the problem that certain voiceriders in the Teams Admincenter no longer load and also hang up.
I can't really imagine that this is a general Microsoft problem.
Do any of you have this problem or have you heard of it before? What else can I check? Do you have a solution for this?
Best regards
Elias
1 Reply
From what I’ve read, you might be able to replicate the issue in different scenarios to narrow down the cause.
- Is this happening only internal Network or from external network ( not behind any firewall/proxy/VPN ) as well ?
- Happening only from Devices behind Policies, Intune/Conditional access or can you replicate it from a system not part of any policies ?
- Run the Teams Network Diagnostic tool and analyze the result.
- Run the network traces ( fiddler ) in any system while replicating and review the failures like https.
- Verify Teams Debug Logging and check for the errors.
These are something you should start with and review the results.
