Teams Issues with Call Queues

This incident has been resolved.

CallTower continues to work with Microsoft on the issue affecting call queues on Microsoft Teams. A workaround has been identified and is included below. CallTower has tested this workaround and seen successful resolution of the issue. CallTower will continue to provide updates as we receive them from Microsoft. Microsoft's next update is set for 5pm MTN.

Within the Teams Admin center (https://admin.teams.microsoft.com)
1. Navigate to Voice
2. Navigate to "Call Queues"
3. Select the Call Queue you wish to re-enable
4. Navigate to "Agent Selection"
5. Toggle "call agents can opt out of taking calls" to "off"
6. Click Submit and wait for the page to reload
7. Return to Agent Selection and toggle "call agents can opt out of taking calls" back to "on" and submit.
8. The queue will once again be visible from the Teams desktop and mobile client.

*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. This issue is being investigated as a top priority.

CallTower has received reports from multiple customers having issues with their Microsoft Teams call queues. Microsoft has acknowledged the incident and is working to resolve it. Microsoft has posted service health alert ID: TM679693 which is included below. We will continue to post updates as we receive them.

Microsoft Service Health Alert ID: TM679693

"Title: Some users may be unable to opt in or out of call queues in Microsoft Teams

User impact: Users may be unable to opt in or out of call queues in Microsoft Teams.

More info: Users may also be unable to see information about call queues assigned to them.

Current status: We've received reports from some affected users that they're unable to opt in or out of call queues, or see information about which call queues are assigned to them. We're reviewing our telemetry systems to determine if our monitors show any preliminary spikes in errors or availability drops while gathering supplemental investigation details from some reporting users to determine the source of impact.

Scope of impact: Some users may be unable to opt in or out of call queues, or see information about call queues assigned to them in Microsoft Teams.

Next update by: Friday, October 6, 2023, at 11:00 PM UTC"


*CallTower has opened a master case to investigate this issue as it has been reported by more than one CallTower customer. This issue may or may not directly affect your services and is currently under investigation. If you are affected, please report the issue to support@calltower.com. This issue is being investigated as a top priority.