Availability / not receiving external calls

Question

Hi, I wonder if anyone is able to help? I am not receiving calls from people outside of my own organisation.  My status tells them I am 'away' all the time.  I've missed important calls and people are getting frustrated with me 

It shows as 'away' even when I am participating in calls / active on MS Teams. My status looks correct to me (i.e. available when available / busy when busy) but not to others. I've clicked on my profile picture and it says available to me, but, during a telephone call with an external party, my profile was showing as 'away' to them.  I've typed /available in the bar at the top and that hasn't made any difference and I've also downloaded the App but that hasn't made any difference either.

Help needed please.

Answer 1

Hi Beverley,

Thanks for your updates.

According to the screenshot you provided, it shows that the external users are chatting with a Skype for Business user. However, you are using Teams not Skype for Business. Given this situation, I suggest you contact your Microsoft Teams admin or Microsoft 365 admin to go to Microsoft Teams admin center and check whether the coexistence mode is Teams only or Island. To check it, please sign in to Microsoft Teams admin center with an admin account and navigate to Org-wide settings > Teams upgrade. After switching to Island or Teams only, it may take some time for changes to take effect.

If you still encounter the problem, welcome back to contact me.

Regards,

Seven

Answer 2

Hello Beverley,

Thank you for posting here.

Regarding to your problem, I'd like to know whether you are an external user or a guest in other organizations like the following screenshot:

If you are shown as guest on other people's side, maybe you need to change to their organization to receive the calls or let them call you as an external user. To further assist you, could you please provide the following information to me?

1.  Please share the screenshot about your status on other people's side with me.

2.  May I know whether you can receive any private message sent from them?

Regards,

Seven

Hi

Thank you very much for your response.

I don't quite understand your question regarding a guest or an external user, as I'm new to using MS Teams, so I'll explain my situation and hope I somehow manage to answer your question.  I work as a teacher in a college and I'm trying to contact someone externally. I can audio and phone them and we can liaise through 'chat' but they are unable to call me as I show as 'away' to them all the time - even during a call with them (when I have phoned them).

I have obtained an image of what other people are seeing.  I hope you are able to advise further.

Answer 3

Hello Beverley,

Thank you for posting here.

Regarding to your problem, I'd like to know whether you are an external user or a guest in other organizations like the following screenshot:

If you are shown as guest on other people's side, maybe you need to change to their organization to receive the calls or let them call you as an external user. To further assist you, could you please provide the following information to me?

1.  Please share the screenshot about your status on other people's side with me.

2.  May I know whether you can receive any private message sent from them?

Regards,

Seven