Forum Discussion
Voicemail - "This feature is not currently available"
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.
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!
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:
- 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:
- 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
- We have this same problem. we are hybrid, just moved our call groups and auto-attendants to teams. We have 1-6... interesting thing is it is consistent where two people will be in the call group. both ring, one person can answer the call, the other no matter what we do experiences what you listed.
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:
- Customer rings: they hear a dial done, and the welcome message. Then the wait music.
- Call attendant: Sees and answers the call. Call looks like it connected but there is no sound, dead end on the other line.
- Customer: They continue to hear the music on hold.
- Call Attendant: If they hang up, sometimes the call reappears and they try to answer again but it's a dead line.
- Customer: They continually hear hold music, until they are sent to voicemail.
- 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.
