Teams Voice - Empty voicemail being left for maximum duration

Question

Staff have reported that if they receive an external call from a cell phone and the external cell phone caller terminates the call before the staff member answers it, then Teams Voice system will still go to voicemail and record dead air for the maximum amount of time that is allowed for a voicemail (in our case, 3 min.). This voicemail is then sent to the staff members in there Outlooks. The voicemail recording is empty for the whole 3 minutes.

In my testing when I call myself from my cell phone and then terminate the call, my Teams keeps ringing as if it doesn't recognize that the call has been terminated. I have also determined that this only happens when the incoming call goes through the auto attendant. External calls direct to DID's do not behave the same way. The call is terminated instantly and there is no dead air voicemail.

Why does Teams Voice not recognize that the call has been ended when processed through our AA? Anyone experience this odd issue?

Answer 1

Hi @TempStar

According to your case description, the Teams voice system cannot recognize that the call has ended when handling an incoming call through an auto attendant, resulting in a long blank voicemail being recorded. This situation may be related to the configuration of the auto attendant or some specific settings of the Teams system.

Please try the following possible causes and solutions:

• Auto attendant configuration: Check the configuration of the auto attendant to ensure that it handles missed calls correctly. You may need to adjust the settings of the auto attendant to stop forwarding to voicemail immediately when the call is terminated.
• Teams' voicemail policy: Review and adjust the voicemail policy of Teams. Make sure the maximum recording time is set reasonably and check if there are other related settings that may affect call processing.
• Logs and diagnostics: Check the logs and diagnostic information of Teams to find out if there are any errors or abnormalities recorded.

If the above methods cannot solve the problem, since our forum does not have relevant permissions, it is recommended to contact the Microsoft online support team, who can provide more in-depth diagnosis and solutions.

Online support

Phone support

Thanks for your understanding and patience.

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