issues with answering calls in Microsoft Teams—especially when users are part of a Nextiva call group

Question

We are having issues with answering calls in Microsoft Teams—especially when users are part of a Nextiva call group. Anyone else having this issue?

Answer 1

Hi @Jim Bennett, 

Thank you for posting your question in the Microsoft Q&A forum.  

The issue that you are experiencing involves difficulty answering calls in Microsoft Teams, particularly when users are part of a Nextiva call group. This situation typically occurs due to overlapping call routing rules or integration settings between Microsoft Teams and Nextiva. 

To help resolve this, please follow the steps below: 

1/ Start by checking that your Microsoft Teams call settings are correctly configured. 

• Open Teams → Profile → Settings → Calls. 
• Review Call handling options (Forward my calls, Simultaneous ring) to ensure they do not conflict with Nextiva routing. 

2/ Then, ensure the Nextiva integration settings are correctly set up. 

• Confirm that the Nextiva integration app or SBC (Session Border Controller) is properly registered. 
• Validate SIP trunk settings to match Microsoft Direct Routing requirements. 
• Review call group rules in Nextiva to avoid overlapping with Teams call queues. 

3/ Next, update your Microsoft Teams client to the latest version. 

• Make sure all users are running the latest version of the Teams desktop or mobile app. Outdated versions can cause call pickup failures. 

4/ After that, review and confirm that network and QoS parameters are properly configured. 

• Verify that UDP ports (3478–3481) required for Teams calling are open. 
• Apply Quality of Service (QoS) policies for voice traffic to prevent jitter or dropped calls. 

5/ If the issue persists, please contact Nextiva to verify policy permissions in Microsoft Teams. 

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.  

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.  

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.  

I'm looking forward to your reply.

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