Teams Voicemail removes a digit from the callback number for 570 area code

New Contributor

If someone calls an employee on Teams and leaves a voicemail; the callback number in Teams will be missing the '0' (zero) in the 570 area code.  This does not happen for other area codes, and it will not happen if the caller does not leave a voicemail.

 

Example.  Call from 570-xxx-xxxx leaves a voice mail.  The call history phone number and callback number will be 57-xxx-xxxx (and obviously will not work.)

 

This appears to be happening for all employees in a single tenant.  Any ideas?

8 Replies

@Wayne1871 

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Are you using direct routing, or call plans? It's unusual for a number in the middle to be stripped out, usually beginning or end. If you are the administrator, did you create any normalization rules?

@jangliss Thank you so much for the reply!  We are using direct routing.  I am 95% certain that we do not have any normalization rules, but I will follow-up to confirm.

@Wayne1871Another thing worth checking is what happens if you just dial a number with a 570 prefix, does it do the same then? What happens when dialing a 570 prefixed number that matches a number of a person that has left a voice mail? For example if their caller ID was 5701234567 dial the same.

If we dial a number with the dial pad with the 570 prefix, it works perfectly. It only fails when you click the call-back link on a voicemail (which is missing the digit). So in your example, dialing 5701234567 from the dial pad works with no issue; but when the caller leaves a voicemail, the number will show as 571234567, and so the call-back link will not work. I believe that the successful call from the dial pad will also show correctly in history, and the link could be used to call the number again successfully. Only voicemail will strip the digit (and as far as we know- only from the 570 area code). I am not aware of the issue occurring for any of the other area codes we operate in (ex. 315, 607, 845) or for vendor messages from other area codes.

@Wayne1871 

 

Hi Please did you manage to resolve this issue and how please.

Having the same issue and in urgent need of a resolution.

 

Thanks

@GoldenKen We have not yet resolved, but we might be close.  Microsoft believes the reason it is happening is because our SIP provider is stripping the country code from incoming calls.  The case is currently open with our SIP provider.

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After looking into this with our internal team. When they tested Globally for 570 area code number, we received correct incoming calls for most of tenants results with correct number formatting which is +1570.

 

And for our your tenant we see its coming as +570 which is incorrect, we strongly suspect that this has to be corrected from your end, and because of this When the input was +570702139 team client assumed +57 is the country code (Columbia) as there is no country code for +570. So, it divided the number into two parts +57 02139 (dropping zero and seven).

 

But if we add a 1 after the plus sign, it looks fine. So it is uncommon to have +57 number (without country code). This must be checked thoroughly from your end.

 

Please can you connect with your vendor to thoroughly check this is there is any incoming stripping. 

 

Number formatting, with 1 after +

Number formatting without 1 after +