I have a call queue and it rings 3 users extensions without issue. However when a user pickups the phone it doesn't collect the call and the call continues to ring the other phones. We have one user that can collect the call.
Direct dialling the users extension works - everything else works.
I can have autoattendant ring the user extension with the queue and it can be collected correctly.
The system was working flawlessly in 2017 and I cannot see what has changed to upset it. We have the issue no matter what end point (Mobile App, S4B windows client, Polycom phone etc). So I am sure its an issue with the server config or handover.
Recreating the call queues - no help
Unassigning licenses and re-assigning - no help
Re-assigning extension number - no help
I have raised this through office 365 ticket but I am having a really really really rough ride getting help through the official Office 365 support channels and have raised several tickets on this and no further forward than day 1 (It has been months). They just don't seem to understand the issue and therefore not properly escalating to the correct team.
Please can anyone help as we are loosing calls and therefore customers which is costing us.
If not is there a different avenue we can raise this through microsoft as I seem to be stuck in the concierge services currently - and all information is getting lost, not relayed correctly or never raised through this middleman of which we are on the 5th. We had a previous ticket open which had the same result and eventually someone closed it without our permission (Guessing to meet SLA requirements).
HELP !
