Call Queue call timeout goes to person instead of voicemail (personal)

Matt Bouchett 5

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These are the settings I have for my Call Queue and I use the same settings for Call overflow, Call timeout and No agents opted or signed in. When the call times out, it is connected to the person and rings their phone as if Person in Organization was selected instead of Voicemail (Personal). Am I doing something wrong or is there a bug in Microsoft Teams?

SokiGuo-MSFT 26,766 Reputation points Microsoft Vendor

2024-02-14T07:04:28.9266667+00:00

Hi @Matt Bouchett

Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.
Matt Bouchett 5 Reputation points

2024-02-15T14:19:03.5433333+00:00

I am working with Microsoft support. Hopefully I will have more information soon.
SokiGuo-MSFT 26,766 Reputation points Microsoft Vendor

2024-02-20T01:58:54.69+00:00

Hi,

Is there any update on this case?

Please feel free to drop us a note if there is any update.

1 answer

Q&A Assist

2024-02-09T16:13:14.4366667+00:00

AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more
The issue you are experiencing with your Call Queue is a known bug in Microsoft Teams. When the call times out, it is connected to the person and rings their phone as if Person in Organization was selected instead of Voicemail (Personal). This occurs even when the Voicemail (Personal) routing option is selected. Unfortunately, there is no workaround for this issue at this time.

References:

Create a Call queue in Microsoft Teams

Answer Auto attendant and Call queue calls directly from Teams
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1 person found this answer helpful.
SokiGuo-MSFT 26,766 Reputation points Microsoft Vendor

2024-02-12T06:57:40.14+00:00

Hi @Matt Bouchett

Welcome to our forum!

You can use the following diagnostic tool to validate that a user is properly configured to use voicemail in Teams:

Select Run Tests below to populate the diagnostic in the Microsoft 365 admin center.

Run Tests: Voicemail

e w 0 Reputation points

2024-03-13T16:56:56.0933333+00:00

Do you have an update to this? I am having the same issue with "voicemail(personal)" ringing to accounts, instead of going straight to voicemail.

Is there a bug tracker link, or known workaround at this point?

Matt Bouchett 5 Reputation points

2024-03-14T16:24:31.4933333+00:00

Root Cause: The root cause of this issue lies in the fact that this feature has not yet been implemented on the service side. Presently, when a target is selected, calls are routed directly to the target instead of the expected behavior of routing to app:voicemail.

Resolution: To address this issue, we recommend utilizing the available option of routing calls to Shared Voicemail. Additionally, as an alternative solution, you can set up a distribution list with the person as the only member and use the Voicemail (shared) option.
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Call Queue call timeout goes to person instead of voicemail (personal)

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