Teams Voicemail removes a digit from the callback number for 570 area code

Question

If someone calls an employee on Teams and leaves a voicemail; the callback number in Teams will be missing the '0' (zero) in the 570 area code. This does not happen for other area codes, and it will not happen if the caller does not leave a voicemail.

Example. Call from 570-xxx-xxxx leaves a voice mail. The call history phone number and callback number will be 57-xxx-xxxx (and obviously will not work.)

This appears to be happening for all employees in a single tenant. Any ideas?

theresesolimeno · Answer

Wayne1871&nbsp;
Since the community has not yet responded to your post, you might want&nbsp;to seek assistance with other resources that are staffed by authorized Microsoft agents:
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Ask your IT manager to open a support case or call Microsoft using the support line you were given.&nbsp; Other options for business subscription admins are listed here:

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jangliss · Answer

Are you using direct routing, or call plans? It's unusual for a number in the middle to be stripped out, usually beginning or end. If you are the administrator, did you create any normalization rules?

wayne1871 · Answer

jangliss&nbsp;Thank you so much for the reply!&nbsp; We are using direct routing.&nbsp; I am 95% certain that we do not have any normalization rules, but I will follow-up to confirm.

jangliss · Answer

Wayne1871Another thing worth checking is what happens if you just dial a number with a 570 prefix, does it do the same then? What happens when dialing a 570 prefixed number that matches a number of a person that has left a voice mail? For example if their caller ID was 5701234567 dial the same.

wayne1871 · Answer

If we dial a number with the dial pad with the 570 prefix, it works perfectly. It only fails when you click the call-back link on a voicemail (which is missing the digit). So in your example, dialing 5701234567 from the dial pad works with no issue; but when the caller leaves a voicemail, the number will show as 571234567, and so the call-back link will not work. I believe that the successful call from the dial pad will also show correctly in history, and the link could be used to call the number again successfully. Only voicemail will strip the digit (and as far as we know- only from the 570 area code). I am not aware of the issue occurring for any of the other area codes we operate in (ex. 315, 607, 845) or for vendor messages from other area codes.

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Teams Voicemail removes a digit from the callback number for 570 area code

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