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Teams client intermittently not presenting incoming group call from Bot

Dr Dave H 120 Reputation points
2024-06-11T16:35:22.6333333+00:00

We use the Graph Cloud Communications API for our Teams Calling Bot to answer an incoming call to the Bot from a PSTN number, and then add a Teams user into the call (as per this example (participant: invite - Microsoft Graph v1.0 | Microsoft Learn). Recently we have noticed that on some occasions the incoming (group) call to the Teams Client is not being presented to the user (i.e., there is no ringing and also no incoming call notification presented).

There is no error in the Graph API to suggest a failure in initiating the invite and, furthermore, examination of the Teams Call Records shows the user was a "participant" in the call, albeit with the same start and end times (presumably since the user never joins the group call). Moreover, the Teams client debug/support log files do show that the client actually receives the invite, and also the later call removal operation.

This suggests to us that this is a bug within the Teams Client itself.

We have only noticed this as a problem with the Teams Windows Desktop client (and not in the Web version, but can't be certain the same issue doesn't exist in the web client). Also, we're not sure if this is only an issue for calls being generated by a Bot (rather than a Teams user) and whether it's specifically related to group calls (rather than 1-2-1 calls).

It should also be noted that these calls are shown as missed incoming calls in the call history within the Teams client.

We can provide Teams Client Support files and call-Ids if required.

Any help in this matter will be gratefully received. Cheers, Dave

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  1. LiweiTian-MSFT 15,600 Reputation points Microsoft Vendor
    2024-06-12T01:23:32.4633333+00:00

    Hi @Dr Dave H

    Most issues discovered with the Microsoft Teams client can be traced back to firewall or proxy connectivity. Verifying that the necessary URLs, IP addresses and ports are opened in your firewall or proxy will minimize unnecessary troubleshooting. For specific information on URLs and IPs required for Microsoft Teams, please see the Microsoft 365 and Office 365 URLs and IP Address support article.

    Additionally, please try clearing the Teams client cache and logging in again to see if the issue is resolved:

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