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AndrewE-3745 avatar image
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AndrewE-3745 asked ·

Transfering a call to a voicemail box in Teams

When transferring a call within TEAMS to voicemail box the call is just put on hold and or cut off. Have checked the various VM boxes which ara valid. Transferring calls to an auto attendant works It is just transfering to a voicemail box which has for some reason has stopped working. This was working up until a few weeks ago.

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SharonZhao-MSFT avatar image
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SharonZhao-MSFT answered ·

@AndrewE-3745,

What changes do you do before this issue happened?

Is there any related error or warning message when the call is cut off?

Above all, please recheck if the settings of auto attendants in Microsoft Teams admin center are properly.

If configuration is correct, it recommends you test whether other routes (refer to the following image) could work well or not to check if the auto attendant feature has failure.
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If all other routes work properly, reconfigure the auto attendant and try again.

Otherwise, inspect if there is any related error message of Microsoft Teams health status in Microsoft 365 admin center > Health > Service health.


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Thank you Sharon.
Unfortunately there are no error messages the call when attempting to transfer to a voicemail box either is just placed on hold or is cut off. Just to confirm transferring to an Auto attendant works. It is transferring a call to a Voicemail box that isnt.

ie if I take a call in teams and wish to transfer it to London Office Voicemail box. Which is a valid mailbox the call does not go through.

TEAMS health is showing as ok in 365 admin center.


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@AndrewE-3745,
It recommends you check if “Voicemail is available for routing inbound calls” is enabled in Microsoft Teams admin center > Voice: Calling policies.
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Have tried in both "enabled" and "user controlled" state. Still the same problem. Have run logs from our SBC and it appears TEAMS is not releasing the call from a held state when attempting to transfer to a Voicemail box.

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@AndrewE-3745,
It is so strange. We will work on this issue. Any update I will share with you.

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@AndrewE-3745,
Could you share with us about the total call flow of this auto attendant?

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@AndrewE-3745
Could you share with us about the call flow of the affected auto attendant?

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