Unable to transfer calls to a call group

IBN 4,381

Hello Teams Community,

Please i need your help on this.

A colleague of mine reported this.

When transferring a call to any call group the call does not complete.

The call will just fail and the caller will be cut off.

If I choose to transfer with call back the call with just come straight back to me with the message "couldn't reach".

I have raised this as a service health issue 40 minutes ago but there has been no feedback.

How do i resolve this issue.

@Yi Lu_MSFT @Zhengqi Lou-MSFT @Sayali-MSFT @JimmyYang-MSFT @Faery Fu-MSFT @Vasil Popov Sr Michev @Yuki Sun-MSFT

JimmyYang-MSFT 50,446 Reputation points Microsoft Vendor

2022-02-01T06:34:25.257+00:00
Hi @IBN

Welcome to Q&A forum!

When transferring a call to any call group the call does not complete.

According to your description, we could not ensure which situation is yours. I searched an official document described the three methods to transfer Teams call and it shows some ways to troubleshooting each situation, could you check it?

Using a Session Initiation Protocol (SIP) Refer message.

Using an SIP Invite message that has a Replaces header. This method is mostly used for call queue responses.

Using an internal Microsoft Teams infrastructure. This method isn't visible to SBC. The method is used only if the first two methods are not supported.
IBN 4,381 Reputation points

2022-02-01T07:16:42.157+00:00

The issue started occurring around 13:30 today and the issue is affecting all our users (so approximately 600 staff).

The call came from a UK phone number and I tried to transfer it to our call queue called ICT Helpdesk the call does not complete.

Further testing has shown that this issue does not appear to be occurring in the web client however it is still occurring in the desktop client.
JimmyYang-MSFT 50,446 Reputation points Microsoft Vendor

2022-02-03T09:56:07.547+00:00

Hi @IBN

If there is no issue in Teams web client, this maybe related to Teams client itself.

Considering it happened for all your users, we recommend you have a look at the Service Health section via the Microsoft 365 admin center to see if there's any active issues that may affect Microsoft Teams in your environment.
JimmyYang-MSFT 50,446 Reputation points Microsoft Vendor

2022-02-07T08:10:42.227+00:00

@IBN

It has been a while, how is everything going?
If you have any update about this issue, please feel free to post back.

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Unable to transfer calls to a call group