Issues configuring Microsoft Teams Phone System user voicemails.

Question

Afternoon,

As a business, we decided we didn't want to have individual voicemails, and instead where a user doesn't pickup we want to transfer the call to a call queue we have configured, so others in that call queue can capture the call. I have configured this locally on my Teams, and was then able to go into the web portal and get the PSTN number i.e. xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx. Historically i have been able to copy the PSTN number and as an administrator configure others users setups on the web portal as per the below for speed.

This worked for call queues i configured last year, but recently when I had to create new call queues for routing, i am getting the 'Error - We can't change your voicemail settings right now. Try again.' I have tried re-creating the call queues, and also assigning a Microsoft Teams Phone Resource Account to the call queue, but the problem still persists. Strangely, if a user does this configuration locally on the Microsoft Teams app the settings save fine. The only difference here is they are typing the email address of the call queue in rather than the PSTN number. I can though then go into the user account on the admin portal and see the associated PSTN number showing correctly against the 'transfer to PSTN number' field.

Any advise would be greatly appreciated, as to why I am now having this issue?

Answer 1

Hi Richard,

Have you tried making the change on the users Voice Tab, and setting the Unanswered option to forward to the call queue?

Hope that helps

Regards,

T