Microsoft Teams - Calls Going Direct to Voicemail Without Ringing
Calls directly to a user go to Voicemail without ringing
Goal
This article is to assist in first-step troubleshooting for calls that are going straight to voicemail and not ringing the user.
Resolution
Once this has been identified as the issue the below places will need to be checked to verify this user can receive calls.
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Check that the user is not in Do not Disturb in Teams. This will stop notifications coming through Teams to the user.
a. At the top right of the screen, it will show the status of the user. Below is the status of Do Not Disturb.
This can be changed by selecting the profile picture and selecting another status. Change your status in Microsoft Teams - Microsoft Support
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Check the user's call answering settings. Sometimes this will be set to forward to voicemail and be forwarding the calls.
a. In the Teams Desktop application this can be found by going to the three dots at the top left of the screen > Settings
From here you will need to go to the “Calls” tab on the left-hand side and investigate the setting of the users “Call handling and forwarding” settings. If it appears as below this will need to be corrected by toggling off the “Forward all calls” option.
b. These settings are also available in the Teams admin center. You will want to sign in with at least a Teams Admin roll to admin.teams.microsoft.com. From here you will navigate to Users > Mange Users > <affected user> > Voice > “Call answering rules. Make sure the “If unanswered” settings are set to voicemail.
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Verify if the “Busy on busy” policy is enabled in the tenant's calling policy. This policy will follow specific rules configured in the Teams Admin Center and determine how calls aif the user is not in Available status in Teams. Configure calling policies in Microsoft Teams - Microsoft Teams | Microsoft Learn
a. This is done through the Teams Admin Center. Sign in to admin.teams.microsoft.com with at least a Teams Administrator role and navigate to the user following the same steps as above > Polices > Verify the Calling policy the user is on. You will then find this policy by either selecting it there or navigating to Voice > Calling Policy > Select the calling policy the user is on
Locate the Buys on busy option in the policy. If this is set, then it will follow the rule set in that policy. If the user is in anything but “Available” (green) in Teams, this rule will be followed.
If this does not resolve the issue please open a ticket with our support team by emailing support@calltower.com or calling our support line at (800) 347-5444 with all the troubleshooting steps you have performed already.