Troubleshooting Teams Direct Routing: Resolving Missed Phone Calls
Overview
If you're experiencing issues with receiving telephone calls in Microsoft Teams using your Direct Routing service, there are several steps you can take to troubleshoot the problem. This guide will help you verify your Teams Phone System setup and ensure everything is configured correctly.
1. Verify That You Are Available In Microsoft Teams
A common issue that prevents call reception is being logged out or unavailable in Microsoft Teams. To check your status:
Open Microsoft Teams and confirm you are signed in.
If you are not signed in, enter your credentials and log in.
If you experience login issues, ensure your internet connection is stable and try again.
Ensure your user account is not set to Do Not Disturb, as this will block incoming calls. To check your current status:
Click on your profile picture in the top right.
Check your Available status.
If set to Do Not Disturb, change it to Available to ensure calls and notifications come through.
2. Restart Microsoft Teams
Sometimes, Teams may not function correctly due to a temporary issue. Restarting the application can help:
Close Teams completely by right-clicking the Teams icon in the system tray (bottom-right corner) and selecting Quit.
Relaunch Microsoft Teams and verify that you are logged in.
If you still have any issues with the Microsoft Teams app, try rebooting your computer.
3. Ensure You Have the Latest Version of Microsoft Teams
Using an outdated version of Microsoft Teams may lead to issues with call connectivity. To verify you have the latest version:
For Desktop:
Open Microsoft Teams and navigate to Settings > About Teams. (Settings is accessible from the top right corner, represented by three dots).
Check if an update is available and install it if needed.
Restart Teams after updating/
For Mobile:
Open the App Store (iOS) or Google Play Store (Android).
Search for Microsoft Teams and check if an update is available.
Install the latest version and restart the app.
4. Verify User Call Forwarding Settings
Individual users may have settings enabled that prevent call reception to personal numbers:
In Microsoft Teams, go to Settings > Calls (top right corner, represented by three dots).
Check that Call Forwarding is disabled to ensure that you can receive calls to your personal work number during troubleshooting.
5. Check Call History for Missed Calls
It is important to review your call history for any missed calls. This may provide insight into why calls are not being received.
Open Microsoft Teams and navigate to the Calls tab.
Note that only personal calls (calls made directly to your personal work number) will appear in this log.
Calls to business call queues will not show up in your personal call history.
To review missed calls for business queues, you must enable the Teams Queues app, which requires a Teams Premium License.
More information on setting up and using the Teams Queues app can be found here: Microsoft Teams Queues App.
6. Perform a Series of Test Calls
After confirming that all users are logged in and set to available. Use your mobile phone to proceed with making a series of test calls. Do not use the Teams software agent to make an inbound test call.
Start by calling your personal teams work number which can be located on the calls tab in Teams client under the dial pad. Your Teams client should ring.
Now use your mobile phone to call your Teams business number(s) which may be attached to an auto attendant or call queue.
Take note of what happens when you make each of these test calls:
Does your Teams extension ring? What happens when you answer the call?
Do you get a voicemail message? Is it a personal message, after-hours message or a missed call message? This may help you identify where the call is being redirected.
Do the other Teams user agents ring?
If the call does not connect - do you hear a ringing tone before disconnect? If the call disconnects, do you hear a carrier error tone or an error message?
Proceed with making a second series of test calls to repeat the results, but this time, if possible, use a mobile phone number from a different carrier (e.g., if your first test call was from a Telstra mobile phone, try a device on the Optus network). Sometimes call termination issues can be specific to carriers.
Record all the results of your test calls to assist with troubleshooting.
7. Confirming Your Status in a Teams Call Queue
If your organization uses a call queue, ensure you are not opted out:
Open Microsoft Teams Desktop Client and navigate to Calls > Call Queue Settings (Settings are accessible in the top right corner, represented by three dots).
Select the call queue at the top pane of the call settings and ensure the 'Receive calls from this queue' is enabled.
The following steps are for IT administrators and may require Global Admin access in Microsoft Teams Admin Center: Microsoft Teams Admin Center.
Navigate to Voice > Call Queues and verify the following settings for the relevant call queue:
General Info Tab: Ensure the appropriate resource account and phone number is assigned to the relevant call queue. Keep in mind that your primary number may be assigned to an Auto Attendant instead (See section 6).
Call Answering: Verify that all appropriate users to receive calls are added to the call group.
Agent Selection Tab: Check the routing method. Choose Attendant Routing to test if all agents are being contacted while troubleshooting.
Presence-Based Routing: Disable this setting if users are likely to be away from their computers as the Teams client will detect an inactive user and automatically skip them in the queue.
Call Agent Alert Time: Ensure the alert duration in seconds is sufficiently high so as not to miss answering a call.
Exception Handling: Verify that exception handling is properly configured and routing to the correct voicemail, groups or extensions.
After Editing Settings: Verify by performing another test call and checking your results.
8. Check Teams Auto Attendant Hours and Call Routing Settings
Your auto attendant may be configured to send calls to voicemail or another destination outside of business hours. To verify:
Open the Microsoft Teams Admin Center (Global Admin access required) Microsoft Teams Admin Center.
Navigate to Voice > Auto Attendants.
Ensure the correct phone number is assigned to the auto attendant under General Info.
Under Call Flow, check that the call is redirecting to the correct location.
Under Call Flow After Hours, check that the business hours are set correctly.
Check that Call Flows During Holidays settings are accurate.
Under Dial Scope, ensure All Online Users is selected and that no one is excluded.
9. Contact Support if the Issue Persists
If you’ve completed the steps above and are still not receiving calls, contact our support team for further assistance. Please ensure you provide specific details about:
The issue (e.g., specific users affected, error messages, and call behavior).
The troubleshooting steps you've already performed.