How to allow Microsoft Teams Call Queue Voicemails to go to a Shared Mailbox

Anonymous
2025-04-28T17:53:17+00:00

I have a customer that runs support and has 4 users that do that support. Those 4 users are Microsoft Teams users. They have an established Shared Mailbox where they normally pick up tickets to work and move those emails to their own. Once a ticket (email) is taken it is moved to their own mailbox. They recently switched to teams. The Customer Care Queue will allow a voicemail to be left in the Group, but they are not able to move that voicemail to their own email box or make any changes to it. Is there a way to allow this Shared mailbox to become the place where the call Queue would leave the voicemails as an email so they can distribute it as they see fit and allow them to move it out of the Shared Mailbox as with any other email support ticket?

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Other

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  1. Anonymous
    2025-04-30T07:57:12+00:00

    Hello TR CA,

    Thank you for the reply!

    Sorry for the misunderstanding as the screenshot I provided is based on Microsoft 365 group.

    If that is the case, then we might not have any other ways to transfer the email over to shared mailboxes as I do not see any forwarding settings in Distribution List.

    At the same time, could you please confirm are those 4 users using Microsoft exchange mailbox or other 3-rd party email service?

    If they are using exchange office 365 mailbox, you could add those users into the Distribution List as member so that they can receive the related emails.

    Please feel free to let me know if you need any other assistance, many thanks!

    Best regards,

    Trish - MSFT | Microsoft Community Support Specialist

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  2. Anonymous
    2025-04-29T13:42:30+00:00

    Hello,

    I tried it but get an error when trying to apply the rule. It doesn't seem to allow the Teams group to be included.

    Error: Error executing cmdlet: |System.ArgumentException|SentTo predicate does not allow distribution groups. 'CustomerCareRingGroup@XXX-X****'. Exception of type 'Microsoft.Exchange.Management.PSDirectInvoke.DirectInvokeCmdletExecutionException' was thrown.

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  3. Anonymous
    2025-04-29T08:56:53+00:00

    Hello TR CA,

    Thank you for posting in Microsoft community.

    Based on your issue, for you to place the voice mail to shared mailbox, you can go to the Exchange admin center to set up transport rule.

    You may sign to "admin.exchange.microsoft.com" and follow steps below to check further:

    Please let me know if you have any concerns on this, many thanks!

    Best regards,

    Trang - MSFT | Microsoft Community Support Specialist

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