Nov 04 2021 05:59 PM
Nov 04 2021 05:59 PM
Starting this week we have a Call Queue error. This was working previously and we had reports from users saying that callers just had music and never had the option to leave a voicemail. Opening the call queue, we spotted this error. Please note - the Language is set to English in this same configuration screen. Additionally the language is set for the Organization in the Office 365 Admin console.
We reached out to another company who is using Teams Voice and they stated they have this exact same error. Any ideas here?
Nov 05 2021 03:56 AM
Nov 05 2021 11:46 AM - edited Nov 05 2021 11:47 AM
@Andres, this is a strange one. The time is set to 2 minutes and more than 10 callers. Both of these conditions should in-act the voice mail but that does not happen. We don't have data that supports this claim, however, this is the assumption we are operating under. Based on feedback from callers via other methods, like in-person meetings, the caller hears the hold music 'forever' and due to this error the voicemail never goes into effect even if the conditions (2 minutes or more than 10 callers) are met
Nov 05 2021 11:50 AM
Nov 05 2021 12:00 PM
@Andres Gorzelany here are the settings. Before this week, there was no issue.
Call Queue Language -
And we shortened the time and number of callers to get to voicemail. We are sure callers are exceeding those values and are not sent to voicemail
Nov 08 2021 04:43 AM
Nov 08 2021 08:12 AM
Nov 08 2021 10:44 AM
I too am seeing this problem since last week and still present today. I have opened a support case with Microsoft.
Nov 09 2021 07:36 AM - edited Nov 09 2021 07:44 AM
We got the same issue. Voicemail is working, but the announcement message does not play. It rings endless and simultaneously it records the users voice and sends it via voicemail. This is a massive problem. We opened a ticket but microsoft support is really annoying. After serveral days we got no solution, still waiting -.-
Nov 10 2021 02:13 AM
Nov 10 2021 03:20 PM
Nov 11 2021 03:50 AM - edited Nov 11 2021 03:58 AM
@gdackerm - Hey all, I just thought I'd jump in here and say I have just had had the same issue for one of my customers. In this case, the voicemail message wasn't playing so this had serious production impact and as they deal with patients in a crisis, I had to seek a workaround.
I have just implemented a workaround whereby the call queue redirects to an Auto Attendant rather than directly to voicemail. On this newly created Auto Attendant (with a resource account), I have this set to 'play a greeting message', then 'redirect to voicemail' (with suppress voicemail message enabled too). I have just carried this out for 13 of their call queues and it appears to work without any issues.
See screenshot of the new Auto Attendant, once this is created, just forward the call queue timeout/overflow to the new Auto Attendant. :)
Screenshot of call queue:
Hope this helps some people whilst Microsoft resolve the bug.
Nov 19 2021 11:34 AM