Forum Discussion
New teams: call queues not showing in search
Update form Microsoft Internal:
Issue Summary:
Customer is unable find auto attendants or call queues in Teams client.
Root Cause:
Root Cause 1 - PG is migrating the API used by PowerBar search from SearchV2 to Substrate service, this change has a consequence that AA and CQ will not be returned in the Teams PowerBar when searched by display name.
Root Cause 2 -. If the end user is search in the Calls App and has only entered 5 or less characters.Investigation Guidance:
This is by design and part of a product design change that occurred recently.
For root cause 1 - please educate the user to one of the following options:
- Search in the power bar by the resource account UPN of the AA or CQ;
- Or search by resources account display name in the Calls APP.
For root cause 2 - Please educate the end user to search for voice apps by entering at least 6 characters of the resources account display name.
1. Open up teams and navigate to Chat
2. In the search bar up top type in the name of the call queue
3. Hit “enter” and click on “people”
4. You’ll get a list of names that match the search, just scroll down till you see the call group, it has a special icon
5. Click on that call group and it will bring up a teams chat with that group (you don't need to actually talk with the group, just need to "cache" the group)
6. Now go to “calls”
7. On the right-hand side there is a speed dial section, click the “+”
8. An Add to speed dial window pops up, enter the name of the group you found in Step 2
9. You may have to scroll through a list until you see the call group, click on it, and choose “add”
10. A new window will pop up, you can keep the defaults and click “save”
11. Now lets check to see if the group is searchable
12. In the “Type a name or number” field type in the name of the call group and it should show
If you don't do step 8, adding the contact as a speed dial, the call queue won't be searchable upon reboot and you'll have to do the process again
Abdelrahman_KhaledMicrosoft
Update form Microsoft Internal:
Issue Summary:
Customer is unable find auto attendants or call queues in Teams client.
Root Cause:
Root Cause 1 - PG is migrating the API used by PowerBar search from SearchV2 to Substrate service, this change has a consequence that AA and CQ will not be returned in the Teams PowerBar when searched by display name.
Root Cause 2 -. If the end user is search in the Calls App and has only entered 5 or less characters.Investigation Guidance:
This is by design and part of a product design change that occurred recently.
For root cause 1 - please educate the user to one of the following options:
- Search in the power bar by the resource account UPN of the AA or CQ;
- Or search by resources account display name in the Calls APP.
For root cause 2 - Please educate the end user to search for voice apps by entering at least 6 characters of the resources account display name.
- I fixed the issue for me with this solution:
1. Locate resource group
2. Find assigned phone number
3. insert phone number in dail box under the "calls" tab in teams
4. The number will now be "translated" to the name of the Call queue the resource group is assigned to.
BUT
Just tried it with an other user and it did not work for him. This issue seems very strange.
Looking forward to the update from Microsoft later. - well .. that partially worked for me. if I search using the top search box and then click people, the call queue will come up. but even if I click on it and open a chat, it still doesn't come up if I then go to calls and try to add it as a speed dial, it won't come up searching by name, but will if i put the email address of the resource account.
However, I received a reply from a Technical Lead at Microsoft and it sounds like they might be pushing out a code fix for this issue over the weekend:
Title: Users can’t search for some auto attendants and call queues using the new Microsoft Teams desktop and web clients
User impact: Users can’t search for some auto attendants and call queues using the new Microsoft Teams desktop and web clients.
Current status: We've received reports of users that are unable to search for certain auto attendants and call queues using the new Microsoft Teams desktop and web clients. Our investigation has determined that a code issue with a service that facilitates address book lookup policies is causing the auto attendants and call queues to not be searchable in new Teams due to the service not recognizing them as being a part of any address lists. We've developed a fix for this issue and are monitoring as it deploys, with the expectation that service should be restored by Monday, June 10, 2024.
Scope of impact: Your organization is impacted by this event, and any user attempting to search for auto attendants and call queues using the new Microsoft Teams desktop and web clients are affected.
Start time: Wednesday, February 14, 2024, at 8:00 PM UTC
Estimated time to resolve: We expect the fix to complete deployment by Monday, June 10, 2024.
Root cause: A code issue with address book lookup policies is causing the auto attendants and call queues to not be searchable in new Teams, resulting in impact.
Next update by: Monday, June 10, 2024, at 7:30 PM UTC- Is this publicly posted? Has anyone confirmed if the issue is resolved?
- Abdelrahman_Khaled
Update form Microsoft Internal:
Issue Summary:
Customer is unable find auto attendants or call queues in Teams client.
Root Cause:
Root Cause 1 - PG is migrating the API used by PowerBar search from SearchV2 to Substrate service, this change has a consequence that AA and CQ will not be returned in the Teams PowerBar when searched by display name.
Root Cause 2 -. If the end user is search in the Calls App and has only entered 5 or less characters.Investigation Guidance:
This is by design and part of a product design change that occurred recently.
For root cause 1 - please educate the user to one of the following options:
- Search in the power bar by the resource account UPN of the AA or CQ;
- Or search by resources account display name in the Calls APP.
For root cause 2 - Please educate the end user to search for voice apps by entering at least 6 characters of the resources account display name.
