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SheilaLakhani-8513 avatar image
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SheilaLakhani-8513 asked CarlosCordeiro-7674 published

Error when saving changes for auto attendant

For some reason when I am making changes to the auto attendant I get the message it cant save this. It also doesn't seem to play my auto greeting. This was all working up until a couple of days ago and nothing has changed on the admin side. please help

office-teams-windows-itpro
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Have you logged this with Microsoft? Can you let me know your ticket number so I can share this with them? Maybe they can look at both together.

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I was able to get mine to save after checking the "Call flows during holidays" I add one in there that was old and not in my new list of Holidays. after removing that it saved no problem

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SharonZhao-MSFT avatar image
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SharonZhao-MSFT answered SharonZhao-MSFT commented

@SheilaLakhani-8513,

Could you provide us a screenshot of error message?

You could also try to user the Set-CsOrganizationalAutoAttendant cmdlet to modify the properties of an existing Auto Attendant (AA).

Moreover, check the health status of Microsoft Teams in Office 365 admin center > Health > Service health.


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@SheilaLakhani-8513,
Haven't received your update for a long time, any update now?
If the above suggestion helps, please be free to mark it as answer for helping more people.

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ChristianSMDU-9727 avatar image
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ChristianSMDU-9727 answered SharonZhao-MSFT commented

I have the exact same problem which I have logged with Office 365 support - my ticket number is 22437399. I feel the problem relates to the audio file. I was intending to replace the audio file when I hit this problem. Here is a screenshot of the error:

34316-1.png

What is unusual is the name of the audio file under "First play a greeting message". From memory, the actual name of the file was visible, but it isn't anymore. Instead, it's simply "Audio file":

34354-2.png

I was trying to upload a new audio file to the Auto Attendant when I noticed the error. I wondered if the problem was with the audio so I discarded my changes, went back into the AA, and simply hit "Save" (with no changes) but I get the same error. I am certain the problem relates to the audio file for the following reasons:

Before I got the error, I had an audio file setup and could hear it when I dial the number (the file in "First play a greeting message" but I am no longer hearing that, I am sent directly to the options menu).



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@ChristianSMDU-9727,
Thanks for your sharing.
@SheilaLakhani-8513,
Do you check if this issue related to the audio file?
If there is any update, please feel free to drop us a note.

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I am awaiting a reply from Microsoft. I provided them with my .wav file. They are currently testing it. I don't expect they'll immediately be able to reproduce the problem since the file worked for a good week. It was only when I went into the AA and made some changes. I made a number of changes so cannot be certain what caused it. Hopefully, Microsoft can simply remove the audio file for me.

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I have just received a follow-up call from Microsoft. The engineer has told me this is a problem that is affecting multiple customers. The workaround is to delete and recreate the Auto Attendance which I think is completely absurd.

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We pressed F12 in Chrome to bring up the developer tools and spotted this error:

{"odata.error":{"code":"","message":{"lang":"en-US","value":"An error occurred while processing this request."},"innererror":{"message":"Could not run the command Set-CsAutoAttendant. Cause of the problem: Audio file with ID fe6e92cc2d1c4415badf8acc02dc518d was not found."

So the problem is definitely the audio file.

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@ChristianSMDU-9727,
For now, it seems no other good solution for your scenario. The root cause seems be the audio file. But you cannot change any other audio files. Create a new auto attendant could temporarily resolve your problem.
I will continue research this issue. If there is any updates, I will share with you.

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ChristianSMDU-9727 avatar image
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ChristianSMDU-9727 answered

I'm trying to locate the PowerShell cmdlets to modify the workflow and try to force the removal of the audio file by setting it to "no greeting" but am not sure I am on the right track.

I have come across this page which details the cmdlet New-CsAutoAttendantPrompt that you can set the "ActiveType" to None (in theory de-activating it) but I can't find the equivalent "Update-CSAutoAttendantPrompt". Any ideas?


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AndrewMarsh-7046 avatar image
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AndrewMarsh-7046 answered

We also get that same error message but not when changing audio files it's changing the person in organisation in the "call flow after hours". We have a ticket open with them apparently it is a back end issue the engineers are working on.

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Flo-1509 avatar image
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Flo-1509 answered ChristianSMDU-9727 commented

Hi @ChristianSMDU-9727 , Hi @AndrewMarsh-7046

In the meantime, were you able to solve your problem with your car attendants? Or did you have to deleted it and reacreated the auto attendants?

I have the same issue with two auto attendants. I have added a holyday and when I want to save the changes, I get also the error message: "Error we can't save changes for auto attendant"

I have changed 6 auto attendants, 4 worked, two have this problem. I don't know why, no difference in licensing and also they have active "ressource accounts" etc.

I have also opened a ticket with Microsoft.

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Hi @FlorianRubin-0526 in the end creating a new auto attendant was the only fix. Once I created the new one I just deleted the old one.

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Same here. I have given up as it is taking way too long to resolve. The real problem is that I am unable to make any change to the AA, even disassociating the PSTN number. This is a real problem because if I was to use this in production (I was only trialling the solution) it would not be feasible to change the PSTN number as we'd of advertised it.

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Flo-1509 avatar image Flo-1509 ChristianSMDU-9727 ·

Hi @ChristianSMDU-9727

Thank you also for the reply. I hope I get an reply from the Microsoft Support how we can fix this problem without delete and recreate the auto attendant. The problem is really strange, because 4 of 6 auto attendant works fine with the change of the holyday.

The auto attendand who was very urgent, i have deleted and reacreated and now everything works fine. But this could not be the solution, in my opinion.

For the other auto attendant, I will wait for a feedback from Microsoft.

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Hi @AndrewMarsh-7046, thank you for your reply.

Oh that's not the answer that I was hoped for ;-) I will wait what the Microsoft Support will reply, but I guess in the end we also have to delete and reacreate the auto attendants....

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BarbaraBraun-1609 avatar image
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BarbaraBraun-1609 answered ChristianSummerfield-3041 commented

Has anyone gotten a resolution to this issue? We do not have an audio file associated with our auto attendant. At present, we cannot make any changes to the auto attendant.

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I gave up waiting for Microsoft and created a new Auto Attendant. This wasn't too much of a problem for me, as I hadn't published the PSTN at that point as I was testing. I went into my Auto Attendant about a month ago and discovered it was working again.

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