Incomming call notifications failing

[Jon Greaves]

we are seeing increasing instances where you have an incoming call you get the audio notification but nothing visual so you have no way to pick up the call. If you bring the teams client to the front as well there is no obvious sign of the call.

We are also seeing cases where although the desktop client is up and running and you are actively working on the machine it is only the mobile client that rings

[#2]

Agree. Moving from Slack which just works to be forced onto Teams, the missing functionality of knowing that someone is calling me on Teams is just pathetic.

[#3]

I am seeing this consistently and have to call other people

I get the audio ring but no visual notification (pop up window to answer call) nor visual tag (phone icon) on a chat group that I can see then open the chat window and click on join call. None of this works.

I even have had people in the call try to re-add me to the call but that doesn't work either - same result

[#4]

I didn't get any notifications until a Voice mail was left. No visual or ringing when the Teams Desktop app was running and Skype for Business was not.  I have the settings in the Admin Portal to Run in Islands mode so the call should have been directed properly.

Well this explains it;

https://docs.microsoft.com/en-us/microsoftteams/configuring-teams-calling-quickstartguide

I am really not sure about unleashing Teams on my teams.  It seems like more trouble than it is worth.

[#5]

@Forrest Hoffman, was this a call from Teams to Teams ? Or Skype to Teams ? Or PSTN to Teams ?

[#6]

For me this issue is only for Teams -> Teams calls

[#7]

@Scott Klein I think you ought to raise a support ticket as you explained you aren't getting any notifications, and that was some time ago now. It's certainly not my experience. Support will be able to look through your clients logs to see what it's doing.

[#8]

It was from and outside caller over PSTN to my SfB provisioned number.  I assumed that since MS was eventually moving everyone to Teams and away from SfB the paths were in parallel but that is not the case.  I really wanted to eat our own dog food and use only Teams so I was not running SfB at the time. Seems I cannot do that and need to have both apps running.  I have to have SfB for a Polycom endpoint when in the office, so I cannot make the policy change.  I also have some other staff that have SfB calling plans so I cannot force the policy on everyone.

[#9]

@Forrest Hoffman when you are in islands mode incoming PSTN calls will go to Skype. If you switch to Teams only mode they will come to Teams. Polycom VVX phones will work with Teams, but I can't really see when that will be, sometime soon I'm sure.

It's easy to change and change back, so it's worth giving it a go, using a headset etc. 

[#10]

Same issue right now only 1 user of 30 has reported it. No notification for Teams to Teams calls. we do not use PSTN calling with Teams or S4B, we have another provider for that. 

[#11]

Having the same issue.

1 user across about 20 users.

Have done a full uninstall / reinstall. Issue stays with that user.

Sound card or app related I wonder? Maybe windows update related?

[#12]

One of my colleague has the same issue.

He cannot see incoming calls (no notification).

It works for everyone else (15 people). The other features of Teams works for him.

UPDATE: at first, I thought that he couldn't initiate calls, but he can. Also, he sees, in the application, that someone is calling and can accept, but he hasn't the call notification.

[#13]

I have the same issue. I am running SfB also

[#14]

This problem just appeared for me yesterday. Didn't adjust any settings in Teams and now I can't answer calls on my PC, all calls go to my Mobile Phone. I deleted Teams from my phone to try and force the PC to ring but alas, it didn't work. Did anyone every find a fix for this issue? It's really, really frustrating.

[#15]

We are also experiencing this issue. Teams to Teams, no desktop notification so can't answer. the call. Just see a missed call in the log. On net, off net, over direct access, doesn't matter.

Anyone have a fix?

[#16]

@Dave_Lee  Same problem here, only a missed call, but no notification. But seems to be only from specific phone numbers, sometimes it's showing up, sometimes not.

[#17]

@Jon Greavesand everyone, I don't know if this helps, but we were having similar problems with a couple of users. They could make Teams calls but when someone called them, it either only rang their mobile app, even when sitting in front of their active desktop, or it wouldn't notify the at all, after removing the mobile app. They would simply see a missed call in their activity feed. Then by accident, we found out the users had quiet hours or what Windows 10 now calls Focus Assist turned on. I've never even heard of that feature, but it is essentially a do not disturb function in Windows 10. Once they toggled that to "off" they could make and receive Teams calls just fine. They swear they never turned Focus Assist on, so that still remains a mystery, but it definitely fixed their Teams issue. I hope that helps. 

[#18]

@Dave_Leesee the reply I just posted to the OG post. Hope it helps you.

[#19]

I was hoping the Focus Assistance would fix this issue, but it was already turned off for our users. We still have not found a solution for this most basic of issues for a communication platform.

[#20]

We've been having issues with this at my company as well. We'll check for Focus Assist to see if that helps. Thanks for the tip!

[#21]

@kraigkern I'm afraid that's not helped. Quiet hours and focus assist are off. Still no closer to a fix. It feels like this is something in the tenancy, rather than on the client.

[#22]

Hi,

Same here. A user does not receive incoming call notifications : no pop-up, no sound.

His computer is playing a sound only when the call is aborted by the caller. 

Microsoft still did not gave an answer to address this issue ?

Cheers,

Max

[#23]

@kraigkern I had the same issue. The incoming call prompted in the mobiles and nothing in the desktop app. I checked the antivirus pop-up blocker and the website preferences. I set up all to ALLOW. 
In Mac, open Safari, open preferences, select Website menu, and allow teams.microsoft.com in Pop-up Windows, Location, Microphone, Camera, Auto-play and Content Blockers.

Reset the Teams app and Safari, and Voilá!.

After that with Do Not Disturb OFF, the prompt to answer Incomming calls show-up in the upper right corner. 

I hope that helps. 

[#24]

@Jon Greaves 

My problem related to the incoming call (Teams to Teams) ringing on my mobile but no ring or pop-up or any way to accept the call on my PC (windows 10 with the Teams App installed) , yet a month earlier it had been working fine. I tried most of the options contained in the thread here without success but what finally worked form me was 1) right-click on the Teams icon in my program taskbar and choose "Settings". 2) Under "Settings" choose "Devices" 3) Then choose the "Secondary Ringer" option.  Mine was originally set to "None".  Change it to your "Speakers". 

Previously I had checked the settings under my account icon within the Teams App and looked under devices but it didn't show the "Secondary Ringer" option, however now it does. Now both the PC and mobile ring at the same time and I can choose which one to use. 

[#25]

@formwerx I also have a user who is experiencing this issue.  The user has two computers configured in the same manner.  Notifications appear on 1 of them consistently and the other computer doesn't get any incoming call notifications.  We are using the TeamsOnly mode.  I believe this issue must be a Teams local application issue.  I checked Focus Assistant and it is set to OFF.

[#26]

@formwerx 

I also have a user who is experiencing this issue.  The user has two computers configured in the same manner.  Notifications appear on 1 of them consistently and the other computer doesn't get any incoming call notifications.  We are using the TeamsOnly mode.  I believe this issue must be a Teams local application issue.  I checked Focus Assistant and it is set to OFF.

[#27]

@Legal-ITdid you ever figure out what was causing this? I am having the same issue with one of my users

[#28]

@Jon Greaves yes that is what happenening with my laptop client. I am not getting any Teams call on my system but they are routed to my mobile device. I am scratching my head to know what are the setting missing in my teams.

[#29]

@fillic2002 

Hi,

We are seeing the same issue as well

The following users can experience the issue as well

https://microsoftteams.uservoice.com/forums/555103-public/suggestions/35681143-incoming-call-notific...

[#30]

@MattScottMoco 

Our fix was having the staff member work in the Office365 portal rather than the MSTeams app. Don't know if that helps. When we opened MSTeams in the portal it allowed us to accept notifications and then we were all go. No fix for the app on the PC though :(

[#31]

Have you raised with Microsoft ? Im about to lodge a case

[#32]

I had two different issues, both of which were resolved by logging off of Teams, and logging back on.

On the cellphone ... Teams call was ringing at my PC, but not my surface.  This was happening on two different IDs.  Logoff resolved both IDs.

On the PC ... App was coming up "white".  Nothing was populating.  Logged off the app, closed the app, relaunched it.   

[#33]

@Jon Greaves - Similar Issue  - the Notification was showing up in the Chat window of whoever was calling  - if it was internal ( shows in the top right corner  with a blue phone and a red hang up option   - but quite small)  - Checking a setting in Focus Assist  - it is off but Alarms Only when duplicating screens was on  - changing that setting  - waiting for a call to test but think that might be a solution

[#34]

@jd90210 

Please check https://techcommunity.microsoft.com/t5/microsoft-teams/call-disconnects-on-answering/m-p/1369236/hig...

[#35]

@Jon Greaves Same problem here. When a teams-to-teams is set up, sometimes, the receiver doesn't get any desktop notification (neither audio notification is played) so can't answer the call. Just see a missed call in the log.
Microsoft Teams version 1.3.00.12058 (64 bit). Last updated 05/05/20

[#36]

Hi ,
We have the same issue only with incoming calls that don't ring in the app on the computer, probably switching between Wi-Fi networks or cable or vice versa solves the problem for a certain time, it’s still under investigation ...
I think it’s bug in Teams client.

[#37]

@Amir Kagan Hi All. We see this with users who turn off notifications in windows. they get confused between notifications in browser, client app, and they also have it on their mobile phones, where sometimes it rings there as well. We also see a ton of times where the user "didn't get a notification" meaning they didn't notice it, because they were RDP into a remote system or using a full screen app that blocks notifications. Just some observations.

[#38]

Hi ,
Our issue is only in desktop application.
In mobile - we received the call - OK
In teams web applications- we received the call - OK
In desktop application we didn’t receive the call or notification but we received the missed call if we didn’t answer.
At this time we don’t have any issue with chat or outgoing calls.
Again - to resolve the issue we switch the connection of pc to another SSID network or connected the pc with cable.

[#39]

Also experiencing the same problem with some users not receiving incoming call notices. It only shows up as a missed call. Will try some of the suggested workarounds with one of the users later today.

[#40]

@TimAttwell 

I opened a case at Microsoft, I'll update later .

[#41]

@Amir Kagan  It's been exactly 9 months since I posted this notification issue into this thread.  Since then about every 3rd day the user would have to exit Teams and sign back in to get incoming call notifications.  Just last week, I configured a brand new computer for this user and that new laptop experiences the same issue.  Please do post back what Microsoft has to say about your issue.

[#42]

@Jon Greaves 

Has anyone tried the Keyboard shortcuts?  This may be a decent work around for those who are hearing a call coming in, but are unable to answer the call.

CTRL+SHIFT+A (Accept call with video)

CTRL+SHIFT+S (Accept call with audio)

CTRL+SHIFT+D (Decline call)

[#43]

Thanks for the suggestion, but the problem is that there is no notification until after the call times out. So if you dont know that there is a call you can't answer it, whether via keyboard shortcut or mouse.

[#44]

@Forrest Hoffman 

I'm not sure if this helps. I have two computers with MS Teams on both. At one point I would get a call both the icons would come up on each computer through the app. On one of my computers this stopped. Re-installed checked setting back to back.

What I found was that if I go to the Teams site in Google not the Teams app and sign in when I call myself both the ICON comes up. However I exit out of the Teams web portion it no longer works only when I'm signed in via Teams in Chrome. On the other it works through the app itself. So in short this is my workaround for getting the icon on both (or maybe even one computer) when being called. Hope this helps.