call queues is suddenly missing in the settings menu under calling

Question

Hello

Please i need your help on this issue.

On a daily basis since this week the "Call agents can opt out of taking calls" setting does not work.

We have 95% of our call queues connected to teams channels. and we need our users to be able to opt in and out. But once or twice a day one of the call queues is suddenly missing in the settings menu under calling.

When we edit the call queue and save it, the call queue appears back under the settings menu.

Answer 1

The below works for me:

1. Open the call queue in Teams Admin Centre
2. Toggle "Call agents can opt out of taking calls" to off
3. Submit
4. Go back in and toggle "Call agents can opt out of taking calls" to on
5. Submit
6. Close and reopen Teams and all users can see the option again

Answer 2

It's possible that there might be an issue with the synchronization of the call queue settings between Microsoft Teams and the backend system. Here are a few things you can try to resolve the issue:

1. Check if there are any updates available for the Teams app and make sure it's up to date.
2. Try clearing the Teams cache. To do this, close Teams, navigate to %appdata%\Microsoft\Teams, and delete all files in the folder.
3. Check if the issue persists for other users in your organization. If it does, it might be a global issue that requires Microsoft's attention.
4. Contact Microsoft support to report the issue and seek further assistance.
5. If none of the above steps work, consider disabling and re-enabling the call queue feature in Teams, and then set up the call queues again.

I hope this helps!