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Bhanu85's avatar
Bhanu85
Copper Contributor
Aug 30, 2023
Solved

Visual voicemail for Microsoft Teams Shared Devices license

We have some users having Microsoft Teams Shared Devices license. They have got voicemail enabled, but they don't receive a voicemail on their Teams app. However they receive voicemail over email in Outlook.

We have tested it on SIP device, Teams device and Teams client and behavior is same.

This issue is not experienced by users having E3 or E5 license. Visual voicemail should be working for Microsoft Teams Shared Device license as per the following document:

https://techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-the-microsoft-teams-shared-device-license/ba-p/3677138

 

We get the below warning when we try to perform a test at https://testconnectivity.microsoft.com/tests/teams:

 
Checking if the user has messages in their Outlook Voicemail Search folder.
No voicemail messages were found in the user's Outlook Voicemail Search folder. Please save these results and share them with your administrators and refer to this documentation for next steps in Symptom 2 of: https://aka.ms/vmnotdelivered
 
What additional steps we need to take in order to make visual voicemail work on Teams for users having Microsoft Teams Shared Devices license?
microsoft teams
Visual Voicemail
Voicemail
  • Bhanu85's avatar
    Bhanu85
    Oct 03, 2023

    Jeff_Hawkins 

    It was mail flow rules that were stopping VM to appear on Teams client and as a result on SIP phones.
    A mail flow rule was there in place which was adding signature to all the emails including the ones received for voicemail. After we added an exception to exclude emails having attachment audio.mp3, any new voicemail started to appear on Teams client as well as on the hardphones.

     

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  • Jeff_Hawkins's avatar
    Jeff_Hawkins
    Copper Contributor
    Sep 26, 2023

    We are experiencing an issue with VM on Shared Device license as well.

     

    People can leave a VM - Teams Activity will show that there is a VM, but if you go to Calls, Voicemail, there are no new VM appearing after Aug 28th.  this is happening both on the physical teams phone and on the Teams app online.

     

    If you go into Outlook online you can see the voicemails, they show up as unread after August 28th and before that all show as read.  There seems to be something stopping the Teams app from getting access to the Voicemails from Outlook.

     

    I have a case open for two weeks with Microsoft, but no resolution yet.

    • Bhanu85's avatar
      Bhanu85
      Copper Contributor
      Oct 03, 2023

      Jeff_Hawkins 

      It was mail flow rules that were stopping VM to appear on Teams client and as a result on SIP phones.
      A mail flow rule was there in place which was adding signature to all the emails including the ones received for voicemail. After we added an exception to exclude emails having attachment audio.mp3, any new voicemail started to appear on Teams client as well as on the hardphones.

       

  • RealTime_M365's avatar
    RealTime_M365
    MVP
    Sep 19, 2023
    Hi,

    Need to understand your step up. But if you are looking for a Visual Voicemail for a Teams Shared device on SIP enabled phones via SIP Gateway this feature isn't supported on SIP Gateway at the moment. Nothing is available on the Microsoft Roadmap for supporting the same.

    Can you validate if the users can have the visual voicemail on the Mobile Application with the Shared Device license?

    With Regards
    Satish U

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