Applies To

Call2Teams - Customer


Overview

When operating a the service between Teams and a PBX platform, two voicemail services will be active.


Microsoft Teams has some PBX capability including Voicemail services for users. Having two voicemail platforms in operation at the same time can cause problems and careful consideration should be given to the use and configuration of voicemail services on both the PBX and Teams platforms.


Explanation of Behaviour

Typically voicemail is configured to activate after a number of seconds of ringing or if a user is unavailable (offline or out of service). This applies to both the PBX and Teams voicemail services.


Having voice mail active on both platform means that the voicemail service with the shortest timer will activate and take the call, answering to the caller and recording thier message.


Customers should plan for several seconds delay between the PBX and Teams services; an incoming call to the Teams user from the PBX may take some time before the Teams seviece starts the voicemail timer. 10 seconds is a recommended margin.


It should be noted that if a Teams user is logged-out and their voicemail service is enabled then calls will go straight to the user's Teams voicemail. 


Correspondingly, if a PBX voicemail timer is set to a shorter period than the user's Teams voicemail timer then the PBX will answer the call and send the voicemail service.


The main reason that customers use PBX voicemail instead of Teams voicemail is because users may be in a multi-agent or 'hunt group'. Incoming calls to multi-agent groups are problematic when Teams users have voicemail enabled, and perhaps logged out. In this case all calls to the hunt group will be answered by an individual user's Teams voice mail.


Solution

In the portal there is a setting to disable Teams voicemail for all users in an organisations. This is provided for customers who prefer or elect to use the PBX voicemail platform.


There is a per-user setting to override the company policy so it is straightforward to disable voicemail for the company bt enable for a few individual users (who may not be in multi-agent groups).


It is recommended for customers operating in multi-agent hunt groups, to disable Teams voicemail.