Microsoft Teams
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Unable to transfer calls to a call group
IBN
4,051
Reputation points
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
Microsoft Teams
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JimmyYang-MSFT 36,301 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.
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.
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.
@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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