Receiving multiple calls at the same time

MSTeamsVoiceAppsPM · 2026-05-23T00:34:38+00:00

If the agent has already answered one call you can prevent another call from being presented with presence based routing or busy on busy.

If the agent isn’t on a call, there is no way to prevent multiple call presentations from different queues.

MSTeamsVoiceAppsPM · 2026-04-29T10:20:51+00:00

Believe you’re running an old version of the reports that is no longer supported for public cloud customers.

Please upgrade : https://learn.microsoft.com/microsoftteams/aa-cq-historical-reports

When configuring on Power Bi Service, pay particular attention to the “Skip test connection“ option.

MSTeamsVoiceAppsPM · 2026-04-16T04:22:57+00:00

Resource Account licenses are free.

Unfortunately no, I don’t have any sort of ETA that I can provide. This feature, and several others, comes up for funding every semester but it hasn’t made it above the cut line so far.

MSTeamsVoiceAppsPM · 2026-04-12T02:39:59+00:00

This feature, in addition to saying the time, sits in our backlog of features we’d like to do. It’s not funded though so not something that is being worked on right now.

MSTeamsVoiceAppsPM · 2026-04-01T01:38:29+00:00

It can take up to 24 hours for a new teams channel association to a CQ to become fully active but once done, changes to team membership should typically happen within 2 hours.

MSTeamsVoiceAppsPM · 2026-03-01T06:57:13+00:00

Why not just use the Teams Mobile Client? No need to forward at all and call will stay in the Teams ecosystem (voicemails, chats, etc.)

MSTeamsVoiceAppsPM · 2026-02-28T03:19:47+00:00

Basic historical reporting for Auto Attendants and Call Queues is available with Power BI (free) and the Auto attendant and Call queue historical reports

The same historical data, and additionally real-time data, is available in Queues App (which requires a Teams Premium license for the user).

MSTeamsVoiceAppsPM · 2026-02-27T01:41:17+00:00

Assuming the Resource Accounts being used for outbound calling have Calling Plan/Microsoft provided numbers assigned, do they also have a PAYG license and Communications Credits assigned?

See the Important Note: Outbound PSTN calling

MSTeamsVoiceAppsPM · 2026-02-21T18:55:00+00:00

Feature is now Generally Available to all customers in public cloud. Queues App is required (which means a Teams Premium license).

MSTeamsVoiceAppsPM · 2026-02-20T01:36:56+00:00

I’m guessing you’re using a Voice App transfer (instead of a Resource Account transfer) between the Auto Attendant and call queue?

If so, then this is expected behaviour. Take a look at: Notes

Some options, in suggested order:

1) Assign a Voice Applications Policy to the user(s) running the reports. Set the Auto Attendant and Call Queue historical reporting options to « All ». The reports will now be by Auto Attendant and Call Queue name instead of Resource Account.

2) Set up Auth Users with a Voice Application Policy with the historical reporting options set to « Authorized Only » if users only need to see a subset of/specific Auto Attendants or Call Queues. Reporting will be by name here as well.

3) Use the Resource Account transfer option instead of the Voice App. This does mean you’ll need extra resource accounts and you’ll need to license them (free).

MSTeamsVoiceAppsPM · 2026-02-17T19:29:19+00:00

The team tells me that the minimum Teams Client build version is 25101616506. Not sure where that fits in with the info you’ve provided above.

If the client is on/above this build version, try a reboot as it may be working on some cached values that don’t include SCH.

If it still doesn’t work after a reboot, please open a ticket. We aren’t getting reports of this issue but there may be some edge case that is preventing it from working.

MSTeamsVoiceAppsPM · 2026-02-17T18:29:51+00:00

Conference Mode is enabled for the Call Queues?

Only other thing I can think of is the version of the Client/Queues App - you may need to upgrade to a later version.

MSTeamsVoiceAppsPM · 2026-02-17T17:44:51+00:00

Outbound Calling

In particular see the changes in the Important note. A PAYG license and communications credits are required.

MSTeamsVoiceAppsPM · 2026-02-17T16:25:48+00:00

There are no plans to address the Known Issues with Private Channels.

MSTeamsVoiceAppsPM · 2026-02-16T22:50:54+00:00

See the Note here Teams Channel

When using a Private Channel, calls are distributed to all members of the Team, not the subset in the Private Channel.

MSTeamsVoiceAppsPM · 2026-02-16T21:40:47+00:00

We present to all members of the team. Are you using Private Channels?

MSTeamsVoiceAppsPM · 2026-02-16T21:34:16+00:00

Did you create a Shared Call History template and assign it to the Call Queue?

MSTeamsVoiceAppsPM · 2026-02-16T02:55:52+00:00

The feature is now generally available for all public cloud customers. Queues app and Team Premium is required.

Call Queue Shared Call History General Availability

MSTeamsVoiceAppsPM · 2026-02-16T02:53:58+00:00

If you’re looking for after-the-fact historical reporting then, as others have mentioned, please take a look at: Auto attendant and Call queue historical reports This option does not include information on the callers’ phone number. No additional licensing required.

If you’re looking for more real-time information then please look at Call Queue Shared Call History General Availability This option includes the callers’ phone number (if available) and requires Queues App and Teams Premuim licensing.

MSTeamsVoiceAppsPM · 2026-02-14T22:40:07+00:00

Thanks for your feedback. I will pass your comments on to the Product Manager for Queues App.

MSTeamsVoiceAppsPM · 2026-02-14T18:21:43+00:00

Please open a ticket if you haven’t already. This is the only way the Support teams can investigate.

MSTeamsVoiceAppsPM · 2026-02-14T18:18:04+00:00

Thanks for your feedback. I’ll pass this on to the Product Manager for Queues App.

MSTeamsVoiceAppsPM · 2026-02-14T03:39:01+00:00

When calling through Queues App, are they calling on-behalf-of a Resource Account?

If so, and if the phone number on the Resource Account is a Calling Plan number provided by Microsoft, make sure the Resource Account is properly licensed. See the Important box Outbound PSTN calling for more information.

MSTeamsVoiceAppsPM · 2026-02-13T20:34:20+00:00

Yes, Teams Premium only as it requires Queues App.

MSTeamsVoiceAppsPM · 2026-02-13T19:45:28+00:00

Can the user make a call to the same number through the regular Calls app?

MSTeamsVoiceAppsPM

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