Discover expert insights for tackling common Microsoft Teams Phone System issues—covering call quality, queues, and voicemail routing.
Actionable Tips from an Expert for Resolving Common Issues
Troubleshooting Microsoft Teams Phone system can sometimes feel like untangling a ball of yarn, but with the right approach, it doesn’t have to be overwhelming.
Recently, I sat down with John Berendt, a seasoned expert with over eight years in managed services and Microsoft Teams troubleshooting. In our conversation, John shared invaluable tips and practical fixes for common issues that many admins face daily.
Watch the full discussion or keep reading for a summary of the key insights below.
Understanding the Most Common Teams Phone Issues
Microsoft Teams has streamlined enterprise communication, but like any platform, it comes with its own set of challenges. According to John, the top issues to watch for are:
- Call Quality Problems
- Call Queue & Auto Attendant Errors
- Voicemail Routing Challenges
Here’s how to methodically troubleshoot each one.
1: Fixing Call Quality Issues
Poor voice quality in Teams calls can show up as:
- One-way audio
- Jitter
- Dropped calls
John recommends a structured troubleshooting flow:
Steps to Resolve:
- Start in the Teams Admin Center
- Pull up the end user’s call history to spot patterns or error trends.
- Microsoft often highlights the root cause in these logs.
- Use connectivity.office.com
- A browser-based tool to test Teams network readiness quickly.
- Leverage the Network Assessment Tool
- Advanced, real-time diagnostics via command line.
- As John says, “Nine times out of ten, it’s packet loss causing the trouble.”
Once you’ve identified the root cause, collaborate with your network team (or roll up your sleeves if that’s you!) to fix the underlying network issues.
2: Resolving Call Queue & Auto Attendant Errors
Errors with call queues or auto attendants, like changes to greetings or business hours failing, often stem from inactive user references.
Quick Fix:
- Save changes and re-test– this simple step can save hours of frustration.
- Check the call queue or auto attendant settings for inactive or outdated user references.
- Update any stale routing configurations.
3: Simplifying Voicemail Routing for Teams
Routing voicemails for call queues to multiple people? John suggests a no-cost, easy-to-update solution:
Use an M365 Group:
- Managing membership is as simple as updating the group—no extra licensing required!
- Create a Microsoft 365 Group and add the intended recipients.
- Voicemails to the call queue will go straight to each group member’s inbox.
Navigating Multi-Vendor Environments
Troubleshooting gets trickier in environments using multiple vendors, like HP or Poly phones, AudioCodes SBCs, and Microsoft’s call control.
John recommends this systematic approach:
Multi-Vendor Troubleshooting:
- Test with a SIP Address:
- Place a call to the user’s SIP address (e.g., user@company.com).
- If this works fine, Microsoft’s platform is likely not the issue.
- Use Direct Routing Diagnostics:
- If the problem persists with a 10-digit DID number, focus on the carrier or SBC.
- Leverage the AudioCodes Syslogger Tool:
- For Direct Routing environments, this tool captures in-depth logs to pinpoint failures.
By methodically narrowing down the legs of the call, you can isolate and fix the problem faster.
Final Thoughts
Microsoft Teams Phone troubleshooting doesn’t have to be intimidating. Whether you’re working with eGroup’s Enabled Phone services or going DIY, structured methods and the right tools are key to fixing even the toughest challenges.
If you’ve faced similar issues or have additional tips to share, let’s connect! After all, collaboration is at the heart of great troubleshooting.
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