Voicemail - "This feature is not currently available"

Jessica Wong   Hello Jessica....I've been following this as I noticed recently when doing some testing....just had a friend test calling me from their cell and all is good....a mystery indeed but as long as I know there are no voice mail issues for my client all is good!  I'm not going to bother about it still not working with my cell to my own Teams number/voice mail.  I shutdown their PBX a few weeks ago and they are now using PSTN voice in Teams - so far so good!  Thanks for sharing - now I know that I'm not going crazy!    Cheers!

Iain_Smith - I removed the same mobile number from the o365 account i was ringing from the same mobile phone - I initially waited 24 and then also 48 hours and it didn't fix it. It's now been over a week and I've just tested again and I can now get through to my o365 voicemail in Teams from my mobile number. Ironically, it says it's a missed call from my Admin o365 account, so in my scenario it seems two o365 accounts had the same mobile number on record, and I've just deleted my mobile number from my Admin account also, and I can't be sure how it even got there, it's my personal number. So to summarise: I'm still not sure if this is all related, or just a coincidence, and the issue is now gone anyway.

Just to add that I seem to have the issue exactly as described by Jessica Wong :

---

Jessica Wong wrote:

ph_ly - Update for you: we have just done more testing and found the issue only occurs for one user (myself!), specifically when this user calls their own work number from their mobile account.

 

The issue for us was: If I call from my personal mobile number to my work number, it rings fine, but then the voicemail does not work and i receive the same "This feature is not currently available"  message. However, if anyone else rings my work number it goes to voicemail fine both internally and from external PSTN line.

MTSBob - sorry to overtake your thread a little with this other issue. I believe the two might be related, however, happy to log a new issue specifically for this one. Thoughts?

Matt Palmer that's no good. Glad you replied. I have something for you.

Capture logs ASAP on the users affected. (Unfortunately, I only received this after the fact, so we can't find the root cause without these logs, Microsoft say.  Without the logs, Microsoft are sure it was a network fault, but I have my doubts.)

Collect two logs, open a ticket and send to Microsoft if you can. 

Logs from Teams:

"Moreover, I am sharing steps with you so that in future if you face the same problem,you can share the logs with us as soon as possible to analyze. 

Debug logs:

1) Press Ctrl + Alt + Shift + 1 on the keyboard.

2) The debug logs are automatically downloaded to the following folders.

Desktop Logs:

1. Right-click the Microsoft Teams icon in your application tray, select Get Logs"

Logs from Netmon:

"Netmon logs help us to check if the problem was due to network issue or it is some other problem after analyzing the logs during the issue that you encounter.

The steps mentioned below to collect Netmon Logs:

1. Download and install Network Monitor 3.4 from https://protect-au.mimecast.com/s/n4BDC1WLjYT5QRWsLl985?domain=microsoft.com

2.Open the Microsoft Network Monitor 3.4 and then click on "New capture" option.

3.Re-pro the issue by signing in with any of your Office 365 application and then sign out.

4.Click on "Pause" tab.

5.Click on "Save as " tab and save the captured file on your desktop.

6.Share the Captured logs with us as an attachment.

Note: Before Sharing the file please try top open it on your device to check if it has the captured logs."

If you don't mind, if you do end up logging a ticket, please share it here, and please share the cause/fix if you can, so we know more next time it happens to us.

Cheers

Jess

Jessica Wong Casey Vanderville I was just contacted by MS technical support:

"In connection with the case, could you please check and confirm whether still you are experiencing the issue or it has been resolved? As there was the same issue with other partner and the it has been resolved. So could you please check and provide me an update on it."

I checked, and the issue is still not resolved for me.

MTSBob I had emailed Microsoft to close the ticket as it was resolved (prior to our comments just earlier today).

Anyway, I just received a quick call back from Microsoft asking me "So the issue is resolved, can we ask what you did to fix it???" Much to their dismay I explained the issue was different - and also not resolved. They were willing and very keen to close the ticket then and there, but I persisted and we're continuing the call.

They've taken their screen shots of settings everywhere as usual and I've removed my mobile number from my O365 account and they've asked me to wait 24-48hrs before trying again to call from my mobile to my work number.

ph_ly okay well this is interesting.

Is it worthwhile us mentioning another issue we had with Teams call queues last Thursday 20th Feb perhaps....? Here's a breakdown of the issue:

Issue started: (approx.) 1.30pm AEST (we are based in Sydney)

Issue resolved: approx. 3.45pm AEST

Fix: Unknown

Summary of issue: From approx 1:30pm AEST The Teams queue attendants are unable to answer any calls, when they answer the experience is:

Main issues:

1. Customer rings: they hear a dial done, and the welcome message. Then the wait music.
2. Call attendant: Sees and answers the call. Call looks like it connected but there is no sound, dead end on the other line.
3. Customer: They continue to hear the music on hold.
4. Call Attendant: If they hang up, sometimes the call reappears and they try to answer again but it's a dead line.
5. Customer: They continually hear hold music, until they are sent to voicemail.
6. Call Attendant: Received the missed call and voicemail message

Other issues of note:

• Around 3.40pm a new issue started to appear for the call queues: Call Attendant would make an outgoing call and the line was dead. The customer cannot hear them.
• Strangely, somehow we got a call to the attendant this way: From a mobile number, we called the queue attendant's phone number directly avoiding the queue. (We'd tried prior to dial from the main call number to the queue and it didn't work). We got through OK and the attendant was able to speak to the caller. Then we used the same mobile number to call the queue from the public line in to the call queue - it worked! We tried from a different mobile number, but it presented with the same issue hearing the hold music until they were forced to leave a voicemail.

Resolution:

The problem just resolved of its own accord. I've logged a Microsoft ticket to investigate the reason for this issue, still ongoing. Ticket: 18802669

Jessica Wong One more data point.  As a test, I swapped my line with another user.  When calling the same number on the other persons' user account from my cell phone, I received the same error.  So I suspect it's not exactly user account specific.  Not sure what is going on, to be honest.

We are actually seeing some real weirdness with voicemails and one way audio.  Some of our accounts will answer and the person leaves a message, but nothing is recorded.   When I reproduce the problem, I can hear the greeting but hitting # or anything does nothing.  There is a user where voicemail works every time and another user where its one way audio every time.  Routing internally is the same so I don't know what's going on..other than its suspiciously timed to this outage.

Jessica Wong I hear ya, I get it, and have been there so many times myself. I really wasn't intending to ask you to personally do anything, but rather just pointing out a "dynamic" that I've seen play out between customer/partner and technical support at Microsoft time and time again. At the end of the day I understand that we all have business objectives to meet that surely should trump customers like you and I having to expend so much effort helping Microsoft perform testing, debugging, and analysis on their own systems.

MTSBob  fair point. I'll see if I can push it, but if I'm truly honest, even though it is a bug, my time on this is so limited and it's really low on my priority list!

Jessica Wong But regardless, isn't that a bug? Shouldn't you be able to include a mobile contact phone number in your O365 profile? And if by chance someone down the road does the same thing, are they going to experience the same issue?

My fear is with MS, that once a ticket like that is closed, they chalk it up to "all's fine and dandy" and that's the last they will ever look into this obviously incorrect behavior ever again.

ph_ly - Update for you: we have just done more testing and found the issue only occurs for one user (myself!), specifically when this user calls their own work number from their mobile account.

The issue for us was: If I call from my personal mobile number to my work number, it rings fine, but then the voicemail does not work and i receive the same "This feature is not currently available"  message. However, if anyone else rings my work number it goes to voicemail fine both internally and from external PSTN line. We've tested with several other users and they are not affected.

We found that with my account, my mobile number was in fact listed on my O365 Account somehow. I've since removed it, but still I can't call my own work number from my mobile number to leave a voicemail. 

We haven't yet tested another user like myself yet, as we don't have any or many users like that. This is no longer considered an issue for us and I've closed the Microsoft ticket.

Wish you well in resolving your issue.

MTSBob Interesting.  A little bit different than us.  We've been Teams only since early 2019, but no prompt.  However when I go into the users call history, the calls that don't go to voicemail have no record at all, while successful calls show and can be opened with no issue.

Casey Vanderville I have tested this by calling from a PSTN # (landline) as well as my own personal mobile cell # (which is listed as the mobile # on my profile also) and in both cases I receive the "Feature not available" error. I haven't found any pattern whatsoever.

I do have some other issues, which are possible related, but probably not:

1) At about the same time this started happening, the tenant in question began announcing to us at the Teams Admin dashboard page that we are about to be upgraded to Teams. That's new. Especially since we upgraded to Teams-Only in late 2018.

2) Up until about an hour ago, for the past 5 days, If I were to go into the Teams admin center-->Users-->Pick a User-->Call History-->Click a specific call in an attempt to retrieve the session/media logs, the browser just sits and spins. Regardless of browser, private/incognito browsing, cache clearing. Tried from different computers, different networks, and for different users AND for a completely different tenant. Up till about an hour ago I've been unable to pull any session logs for calls. However, now that it is working, I see that for these calls that are not going to voicemail, there is a response code of "487".

ph_ly Interesting.  Tested and I have the same experience. MTSBob are you seeing this as well?

Casey Vanderville  I did find something weird in my situation - my line throws the error when I call from my cell phone, but not when I call from another external number.

Since my cell phone number is the "mobile" on my user account, I wonder if that's related.

Thank you to those who are adding to this.  The more that open tickets the better.

I was told this morning this is being escalated to the "senior team".  Hopefully this will be resolved soon.

Jessica Wong I have opened a ticket number for this same problem, no responses yet.  My ticket number is 18877253.