Not able to pick up call from Call Queue

Question

We use several call queues and frequently when agents try to pick up the call from the queue only a spinning icon shows, and they are not able to pick up the call. The call continues in the queue to the next person, and they can sometimes pick it up and other times they get a spinning icon as well. This problem started yesterday, Dec. 16 and is continuing today. I am wondering if any others are having a similar problem.

We see this problem in three different call queues. We have an auto attendant that all calls come to and then if you press 1, 2, or 3 to redirect to the proper queue. These queues are where we are having the problem with. If no one in the queue is able to pick it up, the calls eventually time out and successfully forwards to an individual account, and the customer can leave a voicemail.

Answer 1

It sounds like you are experiencing issues with call pickup from the Call Queue in Microsoft Teams. The spinning icon indicates that the call is not being connected properly, which can happen due to various reasons such as network issues, device compatibility, or configuration settings.

Here are a few troubleshooting steps you can consider:

1. Check Network Connectivity: Ensure that the agents' devices have a stable internet connection. Poor connectivity can lead to delays in call handling.
2. Device Compatibility: Verify that the devices being used by the agents are supported for Microsoft Teams calls. Refer to the list of supported clients to ensure compatibility.
3. Presence Status: Make sure that the agents are set to "Available" in Teams. If their status is set to anything else, they may not receive calls from the queue.
4. Agent Configuration: Check if the agents are properly configured in the Call Queue settings and that they have opted in to receive calls.
5. Restart Teams Client: Sometimes, simply restarting the Teams application can resolve temporary glitches.
6. Update Teams: Ensure that the Teams application is up to date, as updates often include bug fixes and performance improvements.

If the problem persists, consider reaching out to Microsoft support for further assistance, as there may be a larger issue affecting multiple users or queues.

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References:

• Plan for Teams Auto attendants and Call queues
• Create a Call queue in Microsoft Teams

Answer 2

We have had a few users here at my site. Uninstalling and reinstalling Teams worked then it didn't.