Troubleshooting the reason for not receiving a phone call or Microsoft Teams not ringing
TEAMS PHONE SERIES: Contents >
Go through the following checklist to work out the reason for not receiving a call...
1. The caller did not dial the correct phone number
2. You did not answer the call in time or somebody else in the call queue answered
- Calls ring for 15-30 seconds before being redirected to voicemail or somebody else depending on the configuration set.
- You can control this for your own direct line in Teams Settings:
- To change call queue behaviour please raise a support ticket
3. Call forwarding was enabled on your phone line at the time of the call
4. Your Teams status was on 'Do Not Disturb' or 'Busy' at the time of the call
- Do Not Disturb blocks incoming calls
- Busy will block incoming calls to you if your call queue number was rung
- Manually change your Teams status by selecting your picture or initials in Teams. See right:
5. You were opted out of the call queue at the time of the call
6. Your speakers are muted or the volume is low
- Unmute your computer and increase the volume
7. The sound is going out through another device you cannot hear
- Check your computer's sound output device
- Select
(see image above for its location) - Check and change your Output device
- Realtek Audio is your laptop's speakers
- I cannot hear any sound from my computer speakers or headset and how do I switch the sound output on a Windows computer, in Microsoft Teams and Zoom? >
- Select
8. You were not signed into Teams or you were signed in with another account
- Open Teams and ensure you are signed in with your diocesan Microsoft account.
- Other accounts that you might be signed into are personal Microsoft accounts or external organisations such as the Church of England if you have joined external teams.
- Check which account you are signed into by selecting your top right picture or initials:
9. Microsoft Teams was not running on your computer at the time of the call.
- It is recommended to start Teams automatically after logging into your computer:
10. Your computer was not connected to the internet at the time of the call
11. The Microsoft Teams Phone service was down at the time of the call
- In this scenario the IT Team can divert your calls to your diocesan mobile phone or to your voicemail if you don't have a work phone. Voicemails will be emailed to you.
- If none of the steps above helped you to receive calls please raise a support ticket and the IT Team will check the service status and diagnose your issue.