One person is not receiving phone calls from the Auto attendant

Question

Hello 

 

Please i need your help on this issue.

One of my user is not able to receives calls that comes from the auto attendant. 

 

She can receives direct calls but when it comes from the auto attendant she is not receiving the phone calls on her Teams Desktop App. 

Answer 1

Hi @Iniobong Nkanga

Does anyone else have the same issue in your organization?

It sounds like there might be an issue with the configuration of the auto attendant or the call routing rules in Microsoft Teams. Here are a few steps you can follow to troubleshoot and potentially resolve the issue:

Check Call Routing Rules

1. Auto Attendant Configuration:

• Ensure that the auto attendant is configured to route calls correctly. Verify the settings for call flow and call handling within the Microsoft Teams admin center.
• Check if the user's extension or phone number is correctly listed in the call handling options.

2. Call Queue Configuration:

• If the auto attendant is supposed to route calls to a call queue that includes this user, make sure the user is properly added to the call queue.
• Confirm the call queue settings are not preventing calls from being routed to this user.

Check User Settings

1. Teams App Settings:

• Ask the user to check their Teams desktop app settings. They should ensure they do not have any call forwarding or call blocking settings that might be affecting calls routed from the auto attendant. - Have the user check their "Calls" settings under the Teams app settings to make sure everything looks correct.

2. Check Availability Status:

• Verify that the user's status is set to "Available" and not "Do Not Disturb" or any other status that might block incoming calls.
• Ensure that their call settings are set to receive calls on all devices.

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