How to prevent double dialing number in PSTN calls on Teams via PowerShell or any other way?

Question

How to prevent double dialing number in PSTN calls on Teams via PowerShell or any other way?

Vinod Survase 4,781

There are few users in environment reporting intermittent issue when making outbound PSTN calls from Teams client. A few seconds after initiating the call they can hear second ring back tone which continues even after the first call is established, causing distraction until the second call is dropped. Both calls are visible in user's call history.

How do we resolve this?

JimmyYang-MSFT 58,646 Reputation points Microsoft External Staff

2023-03-28T09:58:54.43+00:00

Hi @Vinod Survase

Does this dialing number in PSTN calls the same users?
Vinod Survase 4,781 Reputation points

2023-03-28T10:03:51.96+00:00

Hi @JimmyYang-MSFT , Yes its same number.
JimmyYang-MSFT 58,646 Reputation points Microsoft External Staff

2023-03-30T10:10:47.86+00:00

@Vinod Survase

At present we did not find too many valuable things about this issue. If there is any new update, we will inform it here.
jbaggs 15 Reputation points

2023-04-06T19:21:17.41+00:00

We are having the same issue. Teams will intermittently make multiple overlapping calls to the same number. Are we going to be inform here with valuable things?
Shawn Hartman 30 Reputation points

2023-04-06T20:00:53.0033333+00:00

Is there any progress on this issue? We have been plagued by this issue for the past 2+ weeks. I don't even need the users to send me examples anymore because I can pull the Direct Dialing logs from the Teams Admin console and easily find all of the examples of this happening. Two or sometimes more overlapping calls to the same number. For the users on our end, it is experienced by having the callee's voicemail pick up while also actively talking to the client or already leaving a voicemail. Please fix. @JimmyYang-MSFT ?
Stefan Cardinaels 10 Reputation points

2023-04-12T14:02:28.77+00:00

We have same issue.
jbaggs 15 Reputation points

2023-04-12T18:12:31.2233333+00:00

@JimmyYang-MSFT Is there any information I could provide to help troubleshoot and resolve this issue? We have staff calling clients and are getting both the client and the clients voicemail on the same call.
jbaggs 15 Reputation points

2023-04-12T19:00:22.01+00:00

@Stefan Cardinaels I am having this issue with Vonage Enterprise using Teams as a soft phone. Just out of curiosity is vonage your underling provider also?
Stefan Cardinaels 10 Reputation points

2023-04-13T07:19:20.1266667+00:00

@jbaggs We use a Belgian Telecom Provider Dstny with Direct routing and the Teams Clients on Windows, Mobile Phone and some Macs. My first thought was also that the duplicate call was initiated by the provider. I asked them to trace a call. They couldn't find a problem and gave me the link to this page. This problem occurs with two colleagues. From the other 20, I haven't heard any complaints. At the moment, I think the problem occurs when the Teams client immediately resizes when the call is initiated. They both start a call and minimise Teams to see their mails, ticket system,... I have asked to temporarily not minimise until the call is started and see if problem stills occurs.
Holger Bunkradt 16 Reputation points

2023-04-17T10:22:31.3133333+00:00

hi, are you using calling plan or Direct routing? For Direct routing I would check the Session border controller to see if their invites exist from these users. Maybe an SBC problem?
Shawn Hartman 30 Reputation points

2023-04-20T15:35:29.4533333+00:00

@JimmyYang-MSFT Have you found any valuable things yet about this issue? We have been having this issue for well over a month with no resolution. Please inform it here.
Parchyta, Maciek 1 Reputation point

2023-04-27T09:44:56.0933333+00:00

Same here, I have two users reporting the same, there has to be someting with newest Teams cleint update, all works correclty on web Teams. can we please have this investigated @JimmyYang-MSFT
EVM06 0 Reputation points

2023-07-12T02:18:30.29+00:00

Our organisation is having the same issue with two users only.

Tried a lot of things like updating WiFi driver, clearing Teams cache and re-installing MS Teams but still having the issue.

Then I saw this link, maybe this could help because when I tried it at my end and did a test, I managed to replicate the issue once only and the rest of the test were OK. But this only means that it's really possible that this issue is happening due to the behaviour of the user.

Here's the link;

https://support.nhs.net/2023/06/microsoft-365-alert-service-degradation-microsoft-teams-users-see-multiple-outbound-calls-in-microsoft-teams-call-logs-when-a-single-outbound-call-is-made/

I tried to search for Microsoft Reference : TM564862 but I could not find any other information.

Currently, I advised these two users to make sure to just do a one-click on the Call Button and we're monitoring for the whole week.
Sid Khan 0 Reputation points

2023-07-13T03:13:24.1633333+00:00

I am also facing the exact same issue. Could someone advice if this is fixed?
Dean Atherton 15 Reputation points

2023-10-26T09:09:55.4766667+00:00

This has started happening with my users but only when they "try" the new teams from the link in the windows clasic teams. Direct dialling any PSTN or mobile number double dials but only if they go to "view contacts" and click on the "Audio Call" icon from the main contacts list. I have found that if you drill down into the contact card and call from there, it does not double dial, also it does not double dial if you have the same contact as a speed dial number or you dial the same number from your history. This also does not occur when reverting back from the new teams app to the teams classic. Had a screen share session yesterday with MS support where they uninstalled my current teams app, cleared everything out of the teams app data folder and installed the new teams app but the issue remained. I would have said it is a "bug" in the new teams when dialling from the contacts page however the support agent said he had tried to replicate the issue and could not!
Eugenio Fagioli 5 Reputation points

2023-12-18T10:06:34.24+00:00

I have same issue only in the new version of microsoft teams. when a user makes a phone call to a pstn number, it shows like 2 calls are made simultaneously. one gets to the number the other goes to voicemail.
Gary McGrath 0 Reputation points

2023-12-19T00:57:58.23+00:00

Also still getting this same issue on the new Teams client - and like above posters it only happens when the user initiates a PSTN call from the Contacts list in Teams. Manually entering the number into the dialpad or calling from the call history works okay. Using the call button from the Contact list causes 2 call windows to pop-up on top of each other, one will dial out and then most of the time the other one hits the voicemail due to the currently in-progress call.

This is occuring on Teams Client version 23320.3021.2567.4799(preview).
Thomas Fancett 5 Reputation points

2023-12-19T18:32:48.8066667+00:00

We are also seeing the same with our users in our org. Many staff in different offices reporting it. it does seem to tie in with the inclusion of new teams so Ill dig a bit deeper around this,
Dean Atherton 15 Reputation points

2023-12-19T18:57:00.2066667+00:00

This is the response I got from Microsoft Support back in October when our organisation was trying out the new Windows Teams app but still an issue: Hello Dean,

Good day!

This is Chris from Microsoft 365 Support.

Thank you for taking my call.

As discussed, New Microsoft Teams is still considered as Preview (in other words Beta version) and still under development.

As of now there is no troubleshooting steps we can perform but to use the workaround you have or go back to Teams Classic.

On behalf of Microsoft, I apologized again for this convenience but no worries Microsoft Engineers are working on this bug seriously and hoping to be able to fix as soon as possible.

Should you require any help again in the future, you can always reach us anytime by calling us or submitting up a new support request via the M365 Admin Center.

Again, my name is Chris, and it was a great pleasure working with you. Stay safe!

Best Regards,
Chris
Microsoft 365 Support Ambassador
Thomas Fancett 5 Reputation points

2023-12-19T19:29:55.9433333+00:00

Interesting buck passing from MS Support - I'd cry if I didn't laugh. Deeming it preview but also setting it to hide the classic mode away from everyday use or revision seems to suggest you are pushing this 'preview' standard very hard.

Looks like it went live early November so should be supported now.

Regardless if you do want to role back ( As the undo button is no longer appearing in the settings)
you can find the classic still avalible for download hidden in the FAQs

I am testing today and will report back:
jbaggs 15 Reputation points

2023-12-19T19:47:46.71+00:00

Microsoft at one point asked us to have everyone upgrade to "Teams Beta" to mitigate this issue. We are back on "Classic Teams", no VPN, no SIP ALG and still having users report this issue.

I'm starting to think the only solution is to not use Teams as a soft phone. Microsoft doesn't seem to want to even try to resolve this. They just kept request we collect the Teams Log (Shift + Ctrl + Alt +1) then nothing back for days, over and over and over, but if we take more than a day to respond, they close the ticket.

We have been dealing with it since May and got nothing but frustration. Only thing we learned is that the Teams admin console shows the calls as Error 487.
Eugenio Fagioli 5 Reputation points

2024-01-02T13:56:20.23+00:00

In my environment it happens only when we make calls using numbers saved in the address book, and only when we make a pstn call, and only if we use the last on premise version of microsoft teams.

do you have a solution?
Simon 5 Reputation points

2024-01-17T12:51:15.52+00:00

This tread is from last year but I am now getting the same issue when calling and dont use a vpn. Only since upgarding to new Teams.
Jan Stucki 0 Reputation points

2024-01-22T10:02:23.4866667+00:00

Upvote:
I can confirm this behavior with the "New Teams Client". Dialing a Person from the "People" list with an "external" Number (e.g. +41 61 123 45 67) will create this double dialing.
The "Teams Classic" client does not have a separate "People" or "Contacts" list but you can find it thru the Calls.

2 answers

Your answer

JimmyYang-MSFT 58,646 Reputation points Microsoft External Staff

2023-03-28T09:58:54.43+00:00

Hi @Vinod Survase

Does this dialing number in PSTN calls the same users?
Vinod Survase 4,781 Reputation points

2023-03-28T10:03:51.96+00:00

Hi @JimmyYang-MSFT , Yes its same number.
JimmyYang-MSFT 58,646 Reputation points Microsoft External Staff

2023-03-30T10:10:47.86+00:00

@Vinod Survase

At present we did not find too many valuable things about this issue. If there is any new update, we will inform it here.
jbaggs 15 Reputation points

2023-04-06T19:21:17.41+00:00

We are having the same issue. Teams will intermittently make multiple overlapping calls to the same number. Are we going to be inform here with valuable things?
Shawn Hartman 30 Reputation points

2023-04-06T20:00:53.0033333+00:00

Is there any progress on this issue? We have been plagued by this issue for the past 2+ weeks. I don't even need the users to send me examples anymore because I can pull the Direct Dialing logs from the Teams Admin console and easily find all of the examples of this happening. Two or sometimes more overlapping calls to the same number. For the users on our end, it is experienced by having the callee's voicemail pick up while also actively talking to the client or already leaving a voicemail. Please fix. @JimmyYang-MSFT ?
Stefan Cardinaels 10 Reputation points

2023-04-12T14:02:28.77+00:00

We have same issue.
jbaggs 15 Reputation points

2023-04-12T18:12:31.2233333+00:00

@JimmyYang-MSFT Is there any information I could provide to help troubleshoot and resolve this issue? We have staff calling clients and are getting both the client and the clients voicemail on the same call.
jbaggs 15 Reputation points

2023-04-12T19:00:22.01+00:00

@Stefan Cardinaels I am having this issue with Vonage Enterprise using Teams as a soft phone. Just out of curiosity is vonage your underling provider also?
Stefan Cardinaels 10 Reputation points

2023-04-13T07:19:20.1266667+00:00

@jbaggs We use a Belgian Telecom Provider Dstny with Direct routing and the Teams Clients on Windows, Mobile Phone and some Macs. My first thought was also that the duplicate call was initiated by the provider. I asked them to trace a call. They couldn't find a problem and gave me the link to this page. This problem occurs with two colleagues. From the other 20, I haven't heard any complaints. At the moment, I think the problem occurs when the Teams client immediately resizes when the call is initiated. They both start a call and minimise Teams to see their mails, ticket system,... I have asked to temporarily not minimise until the call is started and see if problem stills occurs.
Holger Bunkradt 16 Reputation points

2023-04-17T10:22:31.3133333+00:00

hi, are you using calling plan or Direct routing? For Direct routing I would check the Session border controller to see if their invites exist from these users. Maybe an SBC problem?
Shawn Hartman 30 Reputation points

2023-04-20T15:35:29.4533333+00:00

@JimmyYang-MSFT Have you found any valuable things yet about this issue? We have been having this issue for well over a month with no resolution. Please inform it here.
Parchyta, Maciek 1 Reputation point

2023-04-27T09:44:56.0933333+00:00

Same here, I have two users reporting the same, there has to be someting with newest Teams cleint update, all works correclty on web Teams. can we please have this investigated @JimmyYang-MSFT
EVM06 0 Reputation points

2023-07-12T02:18:30.29+00:00

Our organisation is having the same issue with two users only.

Tried a lot of things like updating WiFi driver, clearing Teams cache and re-installing MS Teams but still having the issue.

Then I saw this link, maybe this could help because when I tried it at my end and did a test, I managed to replicate the issue once only and the rest of the test were OK. But this only means that it's really possible that this issue is happening due to the behaviour of the user.

Here's the link;

https://support.nhs.net/2023/06/microsoft-365-alert-service-degradation-microsoft-teams-users-see-multiple-outbound-calls-in-microsoft-teams-call-logs-when-a-single-outbound-call-is-made/

I tried to search for Microsoft Reference : TM564862 but I could not find any other information.

Currently, I advised these two users to make sure to just do a one-click on the Call Button and we're monitoring for the whole week.
Sid Khan 0 Reputation points

2023-07-13T03:13:24.1633333+00:00

I am also facing the exact same issue. Could someone advice if this is fixed?
Dean Atherton 15 Reputation points

2023-10-26T09:09:55.4766667+00:00

This has started happening with my users but only when they "try" the new teams from the link in the windows clasic teams. Direct dialling any PSTN or mobile number double dials but only if they go to "view contacts" and click on the "Audio Call" icon from the main contacts list. I have found that if you drill down into the contact card and call from there, it does not double dial, also it does not double dial if you have the same contact as a speed dial number or you dial the same number from your history. This also does not occur when reverting back from the new teams app to the teams classic. Had a screen share session yesterday with MS support where they uninstalled my current teams app, cleared everything out of the teams app data folder and installed the new teams app but the issue remained. I would have said it is a "bug" in the new teams when dialling from the contacts page however the support agent said he had tried to replicate the issue and could not!
Eugenio Fagioli 5 Reputation points

2023-12-18T10:06:34.24+00:00

I have same issue only in the new version of microsoft teams. when a user makes a phone call to a pstn number, it shows like 2 calls are made simultaneously. one gets to the number the other goes to voicemail.
Gary McGrath 0 Reputation points

2023-12-19T00:57:58.23+00:00

Also still getting this same issue on the new Teams client - and like above posters it only happens when the user initiates a PSTN call from the Contacts list in Teams. Manually entering the number into the dialpad or calling from the call history works okay. Using the call button from the Contact list causes 2 call windows to pop-up on top of each other, one will dial out and then most of the time the other one hits the voicemail due to the currently in-progress call.

This is occuring on Teams Client version 23320.3021.2567.4799(preview).
Thomas Fancett 5 Reputation points

2023-12-19T18:32:48.8066667+00:00

We are also seeing the same with our users in our org. Many staff in different offices reporting it. it does seem to tie in with the inclusion of new teams so Ill dig a bit deeper around this,
Dean Atherton 15 Reputation points

2023-12-19T18:57:00.2066667+00:00

This is the response I got from Microsoft Support back in October when our organisation was trying out the new Windows Teams app but still an issue: Hello Dean,

Good day!

This is Chris from Microsoft 365 Support.

Thank you for taking my call.

As discussed, New Microsoft Teams is still considered as Preview (in other words Beta version) and still under development.

As of now there is no troubleshooting steps we can perform but to use the workaround you have or go back to Teams Classic.

On behalf of Microsoft, I apologized again for this convenience but no worries Microsoft Engineers are working on this bug seriously and hoping to be able to fix as soon as possible.

Should you require any help again in the future, you can always reach us anytime by calling us or submitting up a new support request via the M365 Admin Center.

Again, my name is Chris, and it was a great pleasure working with you. Stay safe!

Best Regards,
Chris
Microsoft 365 Support Ambassador
Thomas Fancett 5 Reputation points

2023-12-19T19:29:55.9433333+00:00

Interesting buck passing from MS Support - I'd cry if I didn't laugh. Deeming it preview but also setting it to hide the classic mode away from everyday use or revision seems to suggest you are pushing this 'preview' standard very hard.

Looks like it went live early November so should be supported now.

Regardless if you do want to role back ( As the undo button is no longer appearing in the settings)
you can find the classic still avalible for download hidden in the FAQs

I am testing today and will report back:
jbaggs 15 Reputation points

2023-12-19T19:47:46.71+00:00

Microsoft at one point asked us to have everyone upgrade to "Teams Beta" to mitigate this issue. We are back on "Classic Teams", no VPN, no SIP ALG and still having users report this issue.

I'm starting to think the only solution is to not use Teams as a soft phone. Microsoft doesn't seem to want to even try to resolve this. They just kept request we collect the Teams Log (Shift + Ctrl + Alt +1) then nothing back for days, over and over and over, but if we take more than a day to respond, they close the ticket.

We have been dealing with it since May and got nothing but frustration. Only thing we learned is that the Teams admin console shows the calls as Error 487.
Eugenio Fagioli 5 Reputation points

2024-01-02T13:56:20.23+00:00

In my environment it happens only when we make calls using numbers saved in the address book, and only when we make a pstn call, and only if we use the last on premise version of microsoft teams.

do you have a solution?
Simon 5 Reputation points

2024-01-17T12:51:15.52+00:00

This tread is from last year but I am now getting the same issue when calling and dont use a vpn. Only since upgarding to new Teams.
Jan Stucki 0 Reputation points

2024-01-22T10:02:23.4866667+00:00

Upvote:
I can confirm this behavior with the "New Teams Client". Dialing a Person from the "People" list with an "external" Number (e.g. +41 61 123 45 67) will create this double dialing.
The "Teams Classic" client does not have a separate "People" or "Contacts" list but you can find it thru the Calls.

Answer 1

Joshua Earney 5

I don't use any VPN services and I have the same problem very frequently.

Answer 2

N Sarath Chandra Yadav 0

Hello,

This issue appears to be with VPN connection. As users who ever working on VPN, we found the dual dialing issue. 1 call gets answered and the other goes to VM.

So I asked the users to test with & without the VPN connection. And it seems to be the culprit.

Shawn Hartman 30 Reputation points

2023-05-15T17:37:20.97+00:00

This is not the case for us at all. None of our users are using a VPN, and they are having the same exact issue with double calls. Sometimes two voicemails for the same client and other times one live call and one voicemail at the same time.
jbaggs 15 Reputation points

2023-05-15T17:43:29.7433333+00:00

Same here. Users are WFH with DIA using multiple providers and no VPN being used. Still getting multiple calls bridged together to the same number. Even on the web app we are getting reports of this behavior.
Daniel Whitworth 0 Reputation points

2023-06-20T14:27:41.7+00:00

We are also plagued with this issue. I use a VPN, but "try without your VPN" is not much of a solution as I need the VPN to do my job, which also happens to involve making phone calls... Get this fixed already.
Andrew Luckett 0 Reputation points

2023-06-27T16:40:03.9+00:00

I have the same issue from Teams on my MAc when I am working remotely. I am not on a VPN. Please someone give a resolution to this problem.
Eugenio Fagioli 5 Reputation points

2024-01-02T13:58:59.24+00:00

we do not use vpn, but even if we used it, that behaviour (double calls when calling from address book) it's not normal.

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How to prevent double dialing number in PSTN calls on Teams via PowerShell or any other way?

2 answers

Your answer