How much should Teams presence influence call routing
One thing I've noticed recently is that many Teams Phone environments still treat presence as a destination state rather than a routing input. A typical flow might look like: Caller selects an option Call is transferred User is unavailable Caller ends up in voicemail or another queue Technically the routing worked. From the caller's perspective, it often didn't. I'm curious how others are approaching this. Are you using Teams presence as part of your call-routing logic? For example: Available → transfer immediately Busy → offer an alternative path In a meeting → capture context Offline → route elsewhere Or are traditional queues and escalation paths still sufficient for most scenarios? Interested to hear what people are doing in real deployments.
Stop Automatic Calling when Screensharing
I screenshare a lot in my position; I call the coworker (Phone/Headset) and train them on what I need them to look at. I am in a large office building, and the automatic calling of the receivers' PC is disruptive, as I do not was the whole office to hear my conversation or have people hear my trainee. I see no way to disable the team auto-call once I start to screen share or in the Options. All my coworkers feel this frustration as well. I do use the computer microphone/speaks aspect when working from home, but would disable it totally, if it would stop the auto-call. I do not want it to affect meeting invites to others, as others around the country can use their PC speak/microphone, if they want. Please advise.
Regarding Teams Meeting Media Transport Behavior in VDI Optimization Scenario
Hello Microsoft Teams Engineering Team, I am currently working on a Browser Content Redirection / media offload implementation for a VDI environment, where WebRTC media transport is handled through a local native component while the Teams application continues running inside the virtual desktop session. While testing, I observed that: 1:1 calls successfully receive audio and video media But in meetings auido / video RTP is never forwarded despite successful ICE, DTLS, and SRTP establishment DTLS ApplicationData traffic is present during meetings, suggesting DataChannel/SCTP activity Based on transport-level observations, it appears that Teams meetings may rely on SCTP/DataChannel communication for SFU video subscription management, while 1:1 calls do not require the same subscription flow. I wanted to ask whether: Teams meeting video forwarding depends on active bidirectional SCTP/DataChannel connectivity Meeting video subscriptions are expected to be coordinated over the WebRTC data channel/control plane Split ownership of media transport and control-plane transport could affect expected Teams meeting behavior in VDI optimization scenarios Thank you for your time and guidance. Best regards,RajdevUse multiple phone numbers in a unified experience with Teams Phone user multi-line
We’re excited to announce general availability of Microsoft Teams Phone user multi-line, which lets admins assign up to 10 phone numbers to a single Teams Phone user. What is Teams Phone user multi-line? Many organizations need a simple way for a single person to represent multiple lines of business or regions across calling without juggling multiple Teams accounts, devices, or complicated call routing workarounds. Teams Phone user multi-line helps streamline that experience by enabling a Teams user to make and receive calls for multiple phone numbers within one unified Teams experience. Here’s what the experience delivers: Assign up to 10 phone numbers to one user: Administrators can configure multiple numbers for a single user, such as when one person needs to handle calls for different departments or roles. Supports localized calling across markets: Serve customers with a familiar local caller ID by using region-specific numbers, helping build greater trust into each interaction. One experience across endpoints: Supported across Teams desktop and Teams Phone devices, so users can make and receive calls from multiple numbers without the hassle of switching accounts or hardware. The result: less overhead for admins and a cleaner calling experience for users who need to handle more than one business calling number in Teams. Teams Phone user multi-line in action Here are a few example use cases for how user multi-line can help workers be more effective: Represent multiple departments or brands. A communications director supports both press relations (PR) and analyst relations (AR). With user multi-line, they can take inbound calls for either function and place outbound calls using the appropriate number. Support different regional identities. A customer success manager covers North America and Europe. They can use dedicated regional numbers so customers reach the right line and see a familiar local caller ID. Operate multiple roles without switching contexts. A Facilities Manager supports both day-to-day operations and after-hours incident response. With two dedicated numbers assigned, they can keep communications organized while managing calls from one Teams client. Get started today Teams administrators can set up the experience. Start using Teams Phone user multi-line today, learn more.
external calls with call queue or resource account.
Hi. I am setting up a call queue and an auto attendant for my customer service department. I already receive the calls and they are forwarded to my agents as I have configured in the call queue. My problem comes with the outgoing calls, I don´t want the customer service users to call directly. I want them to call through the resource account. I can do this by selecting the resource account in the teams (see image) I need that the default option is always the resource account or a way to make that when they call always do it through the resource account or the same call queue. Is it possible?
Seeking Solutions for Delayed Voicemail Connection in Microsoft Auto Attendant
Hello Community, I am encountering an issue with Microsoft Auto Attendant where there is a noticeable delay (approximately 5 seconds) after the greeting message and before the call is connected to the shared voicemail box. This delay occurs right before the voicemail tone prompts the caller to leave a message, leading to confusion and a less professional experience. Here are the specifics of my setup: Auto Attendant is configured with a greeting message. Calls are intended to be forwarded to a shared voicemail box via an MS365 Group. The system is set to skip the voicemail system notification. The greeting message is an uploaded audio file, not text-to-speech. Despite the setup, there is an awkward silence after the greeting and before the voicemail tone. I have attempted to find solutions, noticing that others might have faced similar issues, yet a clear resolution or workaround seems elusive. Has anyone encountered this issue and found a way to minimize or eliminate this delay? Any suggestions or insights into settings or configuration changes that could improve this situation would be greatly appreciated. Thank you for your help!
Direct Routing PSTN calls to Teams Auto Attendant does not forward to Shared Voicemail
Hi all, I’m running into a strange issue with a Teams Auto Attendant and I’m hoping someone here has seen it before. We have a Direct Routing number where business hours calls go to a Call Queue, which works, and after hours calls should go to Shared Voicemail for a Microsoft 365 Group. If I call the Auto Attendant from inside our Teams tenant, the after-hours Shared Voicemail works correctly. I can leave a message and the voicemail is delivered to the group inbox as expected. If I call the same number from the PSTN over Direct Routing, I hear the after-hours greeting, so the schedule and call flow are clearly being hit, but once the greeting finishes I get: “Sorry, we cannot connect your call at the moment, please try again later.” I have already verified that the resource account has the correct Teams Phone Resource Account license, Enterprise Voice is enabled, the LineURI is assigned, the Online Voice Routing Policy is assigned, the Direct Routing route and SBC look healthy, the Auto Attendant is associated with the correct resource account, the after-hours call flow points to the correct Microsoft 365 Group, and the group mailbox exists and is healthy. What makes this more confusing is that redirects to internal or tenant-side destinations work, but redirect to Shared Voicemail from a PSTN-originated call does not work. I also tested redirect to an external PSTN number, and that fails with the same error as well. Because the after-hours greeting plays correctly, and because internal Teams calls can successfully leave voicemail in the shared mailbox, I do not think the issue is with the Auto Attendant configuration itself or with the Microsoft 365 Group mailbox. At this point it looks more like the handoff or redirect path for PSTN-originated calls over Direct Routing is where things break. Has anyone run into this with a Teams Auto Attendant, Shared Voicemail, and inbound PSTN over Direct Routing? I’m trying to figure out whether this is a known limitation, a bug, or if there is some specific setting related to PSTN-originated redirects that I am missing. Thanks!
Question about Teams Phone licensing
Hi everyone, I have a question about Teams Phone licensing: If I have some users who have Teams Phone to make and receive external calls, when one of them receives an external call, can they transfer it to another user who only has a regular Teams license but not a Teams Phone license? Or does the user I want to transfer the call to also need a Teams Phone license? I couldn't find a KB article that clarifies this. Thanks regardsAbility to reject / silence ringing calls from call queues?
We recently switched from an on-premise phone system to MS Teams phone system. We have several call queues set up using attendant routing that ring multiple people. The challenge we are facing is that when someone calls the call queue, Teams rings for everyone in the queue. The users have the option to reject the call, but when they do so, the call will stop ringing for approx 1 second and will then start ringing again. This is problematic, because if someone is actively on a call, they have no way to stop teams from ringing, which is hugely distracting. I know presence based routing is an option, but there are multiple problems with PBR. For one, it will only allow calls to ring when a user's status is available. If someone is idle/afk, their status will go to 'away' and Teams will not ring. We still want Teams calls to ring idle users because they may simply be doing something other than working on their computer. Another issue is that if a user has a meeting on their calendar that finishes early (a frequent occurrence), the Teams status will still show busy for the remainder of the scheduled time and will not allow calls to ring, even though the scheduled meeting has ended and the user is not busy. I know users can manually set their status to DND when on a call to prevent other calls from ringing, but the problem with this is users will either forget to turn DND on, or worse, they'll forget to turn DND off. Every other phone system I've used has the option to silence a ringing call, but I cannot seem to find a way to do this in Teams. Suggestions?
Teams auto selecting "Missed Calls"
I have the calls tab selected. On that tab I have "All" selected. I then click the Activity tab. Teams is selecting "Missed" on that tab. Why is it selecting "Missed"? The issue is when I click back to the calls tab Teams then selects the "Missed" on the calls area. Now if I click on "All" on the Activity tab and then click back to the Calls tab everything is fine. Seems like it is auto selecting stuff for me I didn't ask it to do.
