Teams phone call queue won't ring call agents consistently

Question

I have set up a call queue for our business' main phone number, with myself and two others assigned as call agents. It it set up so all three agents' phones/computers should ring when an external phone number calls our main line. However we are having issues where calls are not coming in when we are 'away' from the Teams app, but the caller apparently hears the default music playing. So it's ringing in their perspective, but no one is picking up because we aren't getting notifications. Sometimes one person's phone will ring but the other two phones will not. We have set it so notifications should come through even when we are away or busy.

Is there a way to fix this? We are afraid we are missing client calls, but unless someone emails us to complain, we won't even know if people are having trouble reaching us. We test call using our employees' phones but it's very inconsistent. It'll seem like it's working but then it won't.

Any help would be appreciated. We would like to stay with Teams Phone but if these issues persist we might have to look elsewhere... we just ported in from Dialpad. If it makes a difference we are still on trial for Teams Phone Calling Plan.

Thank you.

Answer 1

It sounds like there may be some configuration issues with your call queue in Microsoft Teams. Here are a few things you can try to address the problem:

Check your Teams notifications settings: Make sure that your notification settings are set up correctly in Teams so that you are notified of incoming calls even when you are away or busy. To do this, go to Settings > Notifications in the Teams app, and make sure that the "Incoming calls" option is turned on.

Check your call queue settings: In the Microsoft Teams admin center, go to Voice > Call queues, and select the call queue that you are having issues with. Make sure that the "Ring timeout" setting is set to an appropriate value (e.g., 30 seconds) so that the call is forwarded to the next available agent if it is not answered. Also, make sure that the "Ring order" setting is set up correctly so that all agents are notified when a call comes in.

Check your Teams presence status: Your Teams presence status (available, away, busy, etc.) can affect whether you receive notifications for incoming calls. Make sure that your presence status is set up correctly in Teams so that you are notified of incoming calls even when you are not actively using the app. To do this, click on your profile picture in the top right corner of the Teams app, and select your status.

Test your call queue: Once you have made changes to your settings, test your call queue by calling your main phone number from an external phone. Monitor each agent's phone/computer to see if they receive the notification and can answer the call. If the problem persists, try resetting your call queue or contacting Microsoft support for further assistance.

Consider upgrading to a paid Teams Phone Calling Plan: If you are still on a trial version of Teams Phone, it may be worth upgrading to a paid plan to access additional features and support. A paid plan may also provide better call quality and reliability.

I hope these tips help you address the issue with your call queue in Microsoft Teams. If you continue to experience problems.