No access to voicemail

[Trenton Mak]

We are testing out Teams and PSTN calling in our dev tenant as part of a pilot. There are about 7 users testing it out. All of them have been upgraded to an E5 license and have PSTN calling. Every single one of them has access to their voicemail box except for me. I've left myself messages, which pop up in Team's activity feed saying I have a new voicemail. However, whenever I try to access the voicemail box, it says "We've got your voicemail covered. You can listen a message or read the transcript." with no way to access the actual voicemails.

I also do not have access to the voicemails through the Teams app on my mobile phone.

Any ideas?

[#2]

Voicemails should also be showing up as messages in your Exchange inbox. Are you able to find them there?

[#3]

Any chance your Primary SMTP, SIP Address & UPN don't match?

[#4]

Looks like I'm not getting email for a voice mail. My co-worker tried, and he got one in his inbox.

[#5]

Just checked, and it seems to be the same.

[#6]

You could try performing a message trace at https://protection.office.com/#/messagetrace with your email address in the Recipient field.

[#7]

The message trace helped me figure out what the issue was. Since we are piloting Office 365 here, I set my Online Exchange mailbox to forward to my on-premise mailbox, and the voicemails were not resolving to my on-premise mailbox.

Thanks for the help!

[#8 · Accepted solution]

Azure Voicemail unlike Exchange Unified Messaging, deposits messages directly into a user’s mailbox via OAuth and Exchange Web Services (EWS) vs. sending by SMTP. Basically you can kiss Outlook/Exchange mail forwarding rules goodbye.

If looking to handle messaged deposited by Azure Voicemail Service, you will need to use something like Microsoft Flow. See: https://realtimeuc.com/2018/04/azure-voicemail-with-flow/

[#9]

Interestingly, this changed for us back in mid-October. (We're still on Skype for Business Online but I believe it uses the same system as Teams.) Voicemail messages stopped being directly deposited in the mailbox and started being delivered through the SMTP fallback. We have Exchange on-premises, so initially I though there was something wrong with our Exchange OAuth configuration. However, I created a cloud-only account, assigned Exchange, Phone System and Calling Plan licenses, enabled forwarding in the mailbox and left a voicemail, and it was indeed forwarded.

[#10]

Interesting... I was able to leverage an inbox rule to process the voicemail. Maybe they improved the logic in the rules engine to deal with Azure Voicemail.

[#11]

Something to investigate in the future. For the time being, I just added my O365 account to Outlook so now I have my on-prem and online mailboxes in Outlook. Simple fix for now.

[#12]

---

@Michael LaMontagne wrote:

Interesting... I was able to leverage an inbox rule to process the voicemail. Maybe they improved the logic in the rules engine to deal with Azure Voicemail.

---

If that were the case, why aren't @Trenton Mak's voicemails forwarded?

I notice though that you, Michael, are in Canada, like me. Is your SfB tenant in the Canadian geo by any chance?

My theory: Microsoft has quietly turned off delivery of Azure Voicemail via EWS with OAuth in the Canadian geo and is now exclusively delivering them through the SMTP "fallback". Either that or it has been broken for a month and nobody has noticed.

[#13]

I am in Canada geo...

[#14]

Based on your MVP status, I suspect you may be better placed than I to find out whether my theory is correct. If you learn anything and are able to share, please let me know. I previously posted a question about this here: Voicemail not being delivered from Phone System to Exchange 2013.

[#15]

Created a tenant in North America and was able to use Outlook inbox rules to process voice mail messages.

[#16]

I think this change from EWS to SMTP delivery of voicemail is being rolled out worldwide. Here's a Reddit post from another user who stopped receiving voicemails. Like us, their SMTP gateway was blocking the voicemails as spoofing.

[#17]

@Trenton Mak I realise this is old, but will add here in case anyone has this issue. In our instance we found a rule in the ExchangeOnline portal that was dropping all mail from senders other than our spam provider. We had an exception for calendaring, but none for voicemail. I temporarily switched off this rule and our voicemail notification and retrieval worked fine. I am yet to add the rule back with an extra exception for voicemail, but there is an option for it.