Teams Call History Missing (Call Queues)

[anthony556]

Greetings

Settings up Teams to replace an on-prem PBX system and the setup is as follows. 

Auto Attendant -> Call Queue -> Teams Group

The basic call functionality is flawless, and I am very happy with the way it is working. The issue is at some point in the setup call history within the Teams channel stopped populating. The weird part is it WAS working. I can see calls early on in testing where it captured the calls coming in. Now it shows no new calls, and I cannot figure out why. This is the last issue I am having before fully launching the service and turning down the on-prem PBX. Please Help! 

[#2]

Hi @anthony556,

To troubleshoot the issue with call history not populating in Teams:

1. Check Call Queue Configuration: Ensure the call queue is properly set up and associated with the Teams group. Verify settings like call routing, voicemail, and team membership.

2. Verify Permissions: Confirm your user account has the necessary permissions to view call history in Teams. Check if you have the correct admin or user role assigned.

3. Review Logging Settings: In the Teams Admin Center, navigate to "Teams apps" > "Call queues" and review the logging settings. Enable any relevant options that might have been accidentally disabled.

4. Restart Teams: Try restarting the Teams client application to refresh its connection and potentially resolve any temporary issues.

5. Clear Teams Cache: Exit Teams, go to the %appdata%\Microsoft\Teams folder on your computer, and delete all files and folders within it (excluding the "Desktop" folder if present). Launch Teams again and see if call history starts populating.
   
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   Kindest regards
   
   Leon Pavesic

[#3]

1. Call Queue Config - This is a somewhat unclear direction. While I am very familiar with our on-prem PBX, I am not very familiar with Teams calling as it is new to me. I have reviewed the config and I do not see anything obvious to me that would impact this.

2. Permissions - I am a global admin and owner of the Teams groups and cannot see the history anymore. I do not believe there are any permissions elevated above these roles that can even be assigned. If there is something specific to check I would appreciate the info.

3. Logging Settings - The navigation you provided does not match what I see. Under Teams Apps I see Manage Apps / Permission Policies / Setup Policies / Customize Store. From what I can tell these are Teams add on applications and not what we are talking about here?

4. Application Restart - Tried numerous times including killing the application completely. The scope of impact is all users which makes me believe it is server side not individual user side.

5. Clear Cache - Tried this with no change. Again it appears server/config side not user side.

[#4]

@anthony556 

Hello Anthony, I'm having the same issue as you and trying to figure out what's stopping the CQ from allowing the handset to display the missed call. Have a few sites with the same setup and even when trying to compare, I can't find anything obvious.
Did you end up finding a fix?

When I call the handset number directly, the missed call is displayed. So, it's something to do with the CQ. 

Would love to know the fix. 

[#5]

@ChrisAye11 

Hi - did you manage to progress or resolve this, we have the same issues with missed calls only showing spuriously in a call queue.

[#6]

Same here. Has anyone had any luck finding the issue.

[#7]

Hello Everyone

Microsoft is saying it only works for the one agent looking at the calls in the Teams channel that seeing each others calls in the group  to the group

is still in production and not released yet with no ETA yet

[#8]

@DrSmith61 is there an indication as to how it chooses that 'one agent' or what determines who it is?

as we have exactly the same scenario.

Many Thanks

[#9]

This has been a problem from Day 1. 2-3 years ago when this feature was released. This is the reason I don't advocate using Teams Groups as Call Queues as it will just confuse users.
Sometimes it shows missed call history if you were alerted to the call but won't show to another user in the call queue if they weren't alerted. Other times, just won't show anything at all to anybody.
Only advantage of using it in this manner is to see presence of other agents in the call queue and allowing to call out and present the call queue number you want to call from.

In other words, don't hold on for this to be fixed!