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JamesKirsop avatar image
1 Vote"
JamesKirsop asked Sridevi-MSFT commented

Why don't call records show the complete inbound path/route of a call?

We have calls that arrive inbound through the following path:
- MicrosoftTeamsAutoAttendantService
- MicrosoftTeamsCallQueueService
- Call rings queue/group
- Staff member answers

We also have calls that arrive inbound through a similar, but different, path:
- MicrosoftTeamsAutoAttendantService
- MicrosoftTeamsCallQueueService
- Call rings queue/group
- Call isn't answered and overflows to another QueueService Queue
- Call rings overflow queue/group
- Staff member answers

In the second instance, and in contrast to the first, the Call Records received do not show the:
- call coming in via the AutoAttendantService (even though it would have?)
- details of the first queue that was tried before overflowing

This makes it impossible to know how a particular call arrived at the final queue and destination. We can make certain assumptions about the flow of the call, but they may not always be accurate and lead to incomplete metrics.

How can I use the Graph API to determine the full route/path that a call takes through Teams? If this information isn't able to be determined, why?

office-teams-app-devmicrosoft-graph-teamworkmicrosoft-graph-cloud-communications
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Adding right tags/teams to assist

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1 Answer

Sridevi-MSFT avatar image
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Sridevi-MSFT answered Sridevi-MSFT commented

As this feature is not available at present, could you please raise an User Voice if this needs to be consider as a future request.


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@Sridevi-MSFT why should I raise a UserVoice when UserVoice is being discontinued? Additionally, I'd consider this a bug, not a feature. Inaccurate (due to their lack of completeness) call records is a problem that should be addressed without having to raise a 'feature' request.

0 Votes 0 ·

We are requesting it to log with your scenario and it will help us for tracking purpose.

0 Votes 0 ·

I've copied, pasted and posted it here: https://microsoftteams.uservoice.com/forums/908686-bug-reports/suggestions/43108791-graph-call-records-do-not-show-the-complete-inboun

What's the next step in getting this bug resolved?

When UserVoice is discontinued, how will I be able to track its progress?

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