Issue with teams Calls and call queues

Dear @Mahesh Kharel,

Thank you for posting your question in the Microsoft Q&A forum.

Based on the information you’ve shared, I understand how disruptive this is, especially for a high‑volume member services team. The symptoms you’re experiencing might happen when there are high‑usage Microsoft Teams Call Queue environments, particularly when using Attendant (ring‑all) routing.

To help narrow down the root cause, could you please help confirm the following details:

• Is Conference mode enabled on the call queue?
• Does the behavior persist if the headset is disconnected and audio is routed through the laptop’s built‑in speakers/microphone?
• Are users primarily working over Wi‑Fi or wired Ethernet?

Firstly, in this case, I recommend you try clearing the Microsoft Teams cache, as cached data can sometimes become unstable after client updates. For more information, please refer to Clear the Teams client cache

Moreover, according to my research, many other customers and administrators have reported improved stability after:

• Removing the distribution group from the call queue and adding agents directly by name, or
• Removing the distribution group from the queue, saving the configuration, and then re‑adding it (to refresh queue membership)

Important: Make sure both the caller and callee have a stable connection with adequate throughput.

For further troubleshooting, follow the steps in this article: Troubleshoot User Call Quality Problems and My calls or meetings keep dropping in Microsoft Teams

Given that the issue persists after extensive local troubleshooting and appears to correlate with the New Microsoft Teams update, I highly recommend asking your IT administrator to create a support request through the Microsoft 365 Admin Center for further investigation. This will allow the Microsoft support team to review backend service logs, client telemetry, and known product issues that are not visible from the tenant or endpoint side. For reference: Get support for Microsoft 365 for business

I understand how disruptive this is to daily operations, and escalating through the Admin Center is the best way to move this forward for deeper, service‑level troubleshooting.

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

I hope the information shared helps point you in the right direction. Please try the steps above and let me know if they work. If not, we can continue working together to narrow this down.

The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

Thank you for your patience and understanding. I'm looking forward for your reply.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

The described behavior (calls auto-answering/hanging up, “We’ve run into an issue”, Teams not responding) isn’t documented in the provided context as a known issue or with a specific fix.

However, there are a few configuration and feature areas in Teams call queues that are worth validating because they directly affect heavy call-queue usage and device behavior:

1. Verify call queue routing configuration
   • Confirm the call queue is configured with a supported routing method and presence-based routing:
     • In the Teams admin center, open the affected call queue and check Agent routing options.
     • Recommended: Round robin or Longest idle with Presence-based routing enabled, as these are optimized for distributing calls and avoiding overload on specific agents.
     • With Attendant routing, all agents ring at once; heavy usage plus device/driver issues can surface more frequently. Testing with Round robin or Longest idle can help determine if the issue is related to call presentation.
   • Ensure agents are correctly opted in and that presence-based routing is behaving as expected (only Available agents should receive calls).
   Reference behavior:
   • Routing methods and presence-based routing are described in the call queue creation steps, including the recommendation for Round robin or Longest idle and how presence-based routing excludes non-Available agents.
2. Check call queue exception handling and overflow behavior
   • Misinterpreted “ghost” calls can sometimes be related to overflow/timeout behavior:
     • In the call queue settings, review Exception handling and Call overflow/timeout configuration.
     • Confirm what happens when:
       • Maximum number of calls in queue is reached.
       • Maximum wait time is exceeded.
     • Ensure these are set to expected actions (for example, redirect to another queue, person, or voicemail) so that agents understand why calls may appear and then disappear.
   • In the Teams client (for authorized users managing the queue), go to Settings > Calls > Exception handling and verify:
     • Whether calls are set to Disconnect, Redirect to person in organization, Redirect to voice app (another auto attendant or call queue), Redirect to external phone number, or Redirect to voicemail (personal or shared).
3. Consider enabling Conference mode for the call queue
   • Conference mode can reduce connection time after an agent accepts a call and can change how the call is set up between caller and agent.
   • In the Teams admin center for the call queue:
     • Go to Call answering and toggle Conference mode on.
   • Conference mode is also the documented workaround for certain call-queue-related issues on Teams Phones (for example, unwanted “Just me” chats when answering call queue calls on Teams Phone devices). While the context example is specific to Teams Phones, enabling Conference mode is generally recommended for faster and more reliable connection between caller and agent.
4. Validate Teams client and device behavior with a controlled test
   • Since the issues surfaced after the new Teams update and basic client troubleshooting (repair/reset/reinstall, driver and firmware updates, OS file checks) has already been done, focus on isolating whether the problem is:
     • Specific to the member services call queue configuration, or
     • General to all call queues/Teams calls on those devices.
   • Suggested checks using existing guidance:
     • Use the Teams troubleshooting resources for calls and meetings to verify network quality and device performance (for example, “Improve call quality” and “My calls or meetings keep dropping”).
     • Compare behavior when:
       • Agents take direct PSTN calls (not via the queue).
       • Agents take calls from a different, simpler test call queue (few agents, default routing, Conference mode on).
5. Ensure agents and queues are configured for Teams (not Skype interop)
   • If the environment previously used Skype for Business or mixed modes, confirm that interoperability and upgrade policies are fully aligned with Teams-only usage for auto attendants and call queues. Misaligned interop policies can cause unexpected call behavior.
   • The configuration guidance for auto attendant and call queue support for Teams emphasizes correct interop and upgrade policy configuration when using Teams together with Skype for Business.
6. Use authorized users and the Queues app (if available) for closer monitoring
   • For heavy-use queues like member services, consider:
     • Having IT create a voice applications policy and designate team leads as authorized users so they can adjust queue settings (hours, routing, membership, greetings) directly in Teams.
     • If licensed for Teams Premium, using the Queues app to monitor queue performance and behavior in real time.
   • This can help quickly test changes such as switching routing methods, adjusting exception handling, or toggling Conference mode without waiting on admin changes.

If, after validating routing, exception handling, Conference mode, and interop settings, the behavior persists only on the latest Teams client and only for this queue, the next step is to collect detailed logs and escalate through the organization’s IT support to Microsoft, referencing that the problems are tied to heavy call queue usage in the new Teams client.

References:

• Create a Call queue in Microsoft Teams
• Routing calls with Auto attendants and Call queues
• Manage your call queue and auto attendant settings in Microsoft Teams
• Answer Auto attendant and Call queue calls directly from Teams
• Known issues with Teams on Android devices
• Troubleshoot in Microsoft Teams