Teams Voice Call trace logs

Question

Teams Voice Call trace logs

Grant 0

If i have a user that is included on multiple auto attendants, where can i trace what auto attendant a call was transferred from?

Alexis-NG 18,065 Reputation points Microsoft External Staff Moderator

2025-09-04T20:02:26.5+00:00

Good day @Grant,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.
Alexis-NG 18,065 Reputation points Microsoft External Staff Moderator

2025-09-05T19:31:38.0433333+00:00

Good day @Grant,
I hope you are having a great day

It was truly a pleasure working with you on this thread. I understand that you might have other important matters at hand to attend to and do not have convenient time for this at the moment. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.

2 answers

Your answer

Alexis-NG 18,065 Reputation points Microsoft External Staff Moderator

2025-09-04T20:02:26.5+00:00

Good day @Grant,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. I hope the information I shared in my previous answer resolve the issue you were facing. If you are still facing the same issue or need assistance with anything else, kindly respond to this email, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.
Alexis-NG 18,065 Reputation points Microsoft External Staff Moderator

2025-09-05T19:31:38.0433333+00:00

Good day @Grant,
I hope you are having a great day

It was truly a pleasure working with you on this thread. I understand that you might have other important matters at hand to attend to and do not have convenient time for this at the moment. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.

Answer 1

Hi @Grant,

Thanks for reaching out to Q&A Forum.

Regarding your question about how to trace which Auto Attendant a call was transferred from in Microsoft Teams, especially when a user is part of multiple Auto Attendants, you’ll need to use a combination of tools and logs available through Microsoft 365 and Teams Admin Center:

Option 1: Teams Admin Center – Call Analytics

Navigate to Users > [User Profile] > Meetings & Calls.
This section shows detailed call history, including incoming calls and transfers.

However, it may not explicitly show the Auto Attendant name unless the resource account is clearly labeled.

Option 2: Power BI Reports (Auto Attendant & Call Queue Historical Reports)

Microsoft provides a Power BI template that includes:

Auto Attendant report
Call Queue report
Agent Timeline report

These reports use data from the Voice Applications Analytics Collector (VAAC) and can show call flow, including which Auto Attendant handled the call.

You can download and customize the template to include resource account names or call routing paths.

Option 3: You can also check the Call diagnostics logs in the Azure Comm Services to gain insights.

These logs typically include information about call media streams and can provide details about where the call originated. Specifically, you might look for logged events that indicate call transfers.

They are especially useful for identifying where a call originated, how it was routed, and whether a transfer occurred. However, they do not explicitly label Auto Attendants by name. Instead, you’ll need to use the correlationId to trace the full call path, identify the resource account or endpointType (e.g., “Server”) that initiated the transfer and cross-reference with your Auto Attendant configurations in Teams Admin Center or Azure via Voice > Auto Attendances.

User's image

You can read about this by going through this document: Azure Communication Services call diagnostics log schema - An Azure Communication Services concept article | Microsoft Learn

Please feel free to reach out to me if you have any questions related to this issue.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

User's image

Grant 0 Reputation points

2025-09-05T20:44:08.53+00:00

Thank you for the response. I'm finding both your answers are incorrect.

Meetings and calls does not report the Auto Attendant.

Using the Per call report template in Power BI offers no unique or identifiable caller/receiver information.

Is this an automated response? I'm concerned this is not an experienced response, and do not accept this as a valid answer.

Answer 2

Grant 0

Thank you for the response. I'm finding both your answers are incorrect.

Meetings and calls does not report the Auto Attendant.

Using the Per call report template in Power BI offers no unique or identifiable caller/receiver information.

Is this an automated response? I'm concerned this is not an experienced response, and do not accept this as a valid answer.

Alexis-NG 18,065 Reputation points Microsoft External Staff Moderator

2025-09-08T20:10:21.6833333+00:00
Hi @Grant,

Thank you again for your patience, and I sincerely apologize for the confusion caused by my earlier response. I understand how it can be when the guidance doesn’t align with your expectations, and I appreciate you pointing that out.

You're absolutely right about Call Analytics and the CQD per-call template are not designed to provide Auto Attendant attribution. Here's a clearer breakdown:

Call Analytics (Meetings & Calls): Focuses on user-level call performance and troubleshooting. It does not surface Auto Attendant (AA) or Call Queue (CQ) names — this is expected behavior.

CQD Per-Call (Media) Template: Prioritizes media quality and masks personally identifiable information (PII). It does not expose AA identity or indicate which AA transferred the call.

Instead, I recommend using the Auto Attendant and Call Queue Historical Reports published by Microsoft. This Power BI template is currently the only out-of-the-box solution that ties agent activity to the AA/CQ entry point.

Auto attendant and Call queue historical reports - Microsoft Teams | Microsoft Learn

It exposes the Auto Attendant Identity (Resource Account) that first answered the call.

You can map this identity back to the AA/CQ configuration using Teams Admin Center or PowerShell.

You can follow the steps below:

Install or open the Power BI template.

If publishing to Power BI Service, configure OAuth2 and scheduled refresh.

In the Agent Timeline or Call Queue report:

Filter by the Agent and relevant Date/Time.

Drill into the interaction and locate the Entry Point / Auto Attendant Identity field (e.g., ******@contoso.com).

Mapping the resource account:

In Teams Admin Center:\ Go to Voice > Resource accounts, search the RA UPN, and view its AA assignment.

Or use PowerShell:

# Look up the resource account object $ra = Get-CsOnlineApplicationInstance -Identity "<RA UPN>" # Find the Auto Attendant using this RA Get-CsAutoAttendant | Where-Object { $_.ApplicationInstances -contains $ra.ObjectId } | Select-Object Identity, Name # (Optional) Find the Call Queue using this RA Get-CsCallQueue | Where-Object { $_.ApplicationInstances -contains $ra.ObjectId } | Select-Object Identity, Name

Cmdlet reference for Auto attendants and Call queues: PowerShell cmdlet reference for Auto attendants and Call queues - Microsoft Teams | Microsoft Learn

Here is some important limitations:

First App Only: Only the first AA is attributed. If AA-A transfers to AA-B, the report still shows AA-A.

Retention: As of version 3.2.2 (Aug 2025), history is retained for 45 days.

Nested Targets: If your AA routes to another voice app (nested), reporting may be incomplete or show GUIDs. Use Resource Account targets to maintain visibility.

I hope this updated guidance is more aligned with what you're looking for. Please let me know if you'd like help walking through the setup or interpreting the report results and I’m happy to assist further.