Calls not showing on my phone

Question

Calls not showing on my phone

Shelby Smith 0

I've been having an issue for the past few months where incoming calls from my work queue will pop up to answer on my computer, but they aren't showing on my iphone. I've confirmed as many settings as possible aren't interfering, and it's intermittent, it's not constant. I thought maybe it was because I may be getting signed out of the app from inactivity so I keep it refreshed, and even when a call comes in i will pull up the app, but it still doesn't pop up. There's also an issue where the call will come in and it will ring on my phone for about a second, but then it says call ended, even though the call is still waiting to be answered and will show as such on my computer. If i can pick it up quickly enough then I can answer it, but otherwise it just disappears. I have made sure the queue is active on my phone, checked all calling settings to make sure calls aren't blocked, and checked iphone calling settings to allow notifications but I still have this issue about 50% of the time. I've uninstalled and reinstalled the app, restarted my phone, turned the queue off an on, among other things. HELP

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Heimerdinger 290 Independent Advisor

Hi @Shelby Smith,

Thank you for sharing the details. I can understand how frustrating this is, especially because the issue is intermittent and the call still appears on your computer while disappearing from the iPhone.

Since this is happening specifically with Teams call queue calls on an iPhone, I would suggest checking a few Teams mobile and call queue-related settings first.

Please try the following:

In the Teams mobile app, tap your profile picture > Notifications, and make sure notifications are enabled for All activity or that Calls notifications are not turned off. Microsoft’s mobile notification guidance notes that Teams calls are one of the notification types supported on iOS.
In Teams, check Settings > Calls and confirm the specific call queue notification toggle is enabled. Microsoft documents that call queue agents can turn notifications on or off for each queue under Settings > Calls > Call queues.

To help narrow this down further, could you please confirm:

Does this happen to other users in your organization who are also part of the same call queue, or does it only happen to your iPhone/account?
Are you using Focus mode, Do Not Disturb, or any scheduled quiet time on the iPhone or in Teams?

If the issue continues after these checks, I would recommend asking your Teams admin to collect affected call examples, including the approximate time of the call, caller number if available, queue name, and whether it rang on desktop only or briefly on mobile. This can help them investigate the call queue behavior from the Teams admin side.

Thank you again for your time and understanding. I really appreciate your patience, and I'm here to help. Looking forward to your response.

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Shelby Smith 0 Reputation points

2026-08-11T14:33:44.39+00:00

I don't believe it's happening to anyone else. There's only 2 other people who receive incoming calls, and one of them doesn't use their phone to receive them. I don't have any scheduled quiet time or focus mode during work hours. I did have all notifications enabled. I did notice the option to block notifications when active on other devices was on, so I disabled that to see if that helps. I previously turned it on because i didn't want chat notifications on both my computer and phone
Heimerdinger 290 Reputation points Independent Advisor

2026-08-12T15:01:12.2233333+00:00
Hi @Shelby Smith,

Thank you for the update and for testing that setting. Disabling "Block notifications when active on other devices" was a good step and should help us determine whether notifications were being suppressed when Teams detected activity on your computer.

Additionally, could you please check the Microsoft Teams permissions on your iPhone?

Open iPhone Settings > Teams.

Verify that Notifications are allowed.

Also, if possible, could you try signing in to Teams on a different mobile device (another iPhone or Android phone) and see whether the same issue occurs with call queue calls? This would help determine whether the problem is specific to the current device or follows your Teams account.

Thank you for your patience and understanding. I appreciate your patience and look forward to your update.
Shelby Smith 0 Reputation points

2026-08-12T15:11:35.7133333+00:00

I did have all notification enabled through iphone. I don't have another device I could log into Teams on, at least one that I can keep with me to check it when a call comes in. We also don't have a steady stream of calls so it may be a couple days before any changes can be tested
Heimerdinger 290 Reputation points Independent Advisor

2026-08-13T17:04:27.9933333+00:00

Hi @Shelby Smith,

Thank you for the update and for confirming that notifications are enabled on both Teams and iPhone settings.

Based on the troubleshooting completed so far, including reinstalling the Teams app, verifying notification settings, checking call queue notifications, and testing the "Block notifications when active on other devices" option, this issue may require a deeper investigation from the Microsoft support side.

Since the behavior is intermittent and appears to affect only your specific mobile client, Microsoft Support may need to review backend call routing and notification data, collect diagnostic logs, and perform additional analysis that is not available through the public forums.

To resolve this issue, Microsoft's support team will need to be engaged. A technical support engineer can conduct a remote session to investigate the situation, verify backend configurations, and run any required diagnostics or synchronization checks. Since this case will likely involve collecting and analyzing logs, it is recommended to raise a support ticket to ensure a smoother and more efficient resolution process.

The Global Admin should create a service request with Microsoft Support to obtain advanced technical assistance and diagnostics. For detailed instructions on how to contact support, please refer to Get support - Microsoft 365 admin.

If you're unsure who the Global Admin is within your organization, you can find guidance here: How do I find my Microsoft 365 admin? - Microsoft Support.

Please note that I am also a forum user and do not have access to your tenant's backend configuration, diagnostic logs, or call queue telemetry. Microsoft Support engineers have access to the necessary tools and data required to investigate this type of issue further.

Thank you again for your patience and cooperation.
Shelby Smith 0 Reputation points

2026-08-13T17:13:05.54+00:00

I have submitted a request for our IT to reach out and continue this process!
Heimerdinger 290 Reputation points Independent Advisor

2026-08-16T16:48:36.36+00:00

Hi @Shelby Smith,

Thank you for the update.

I hope your IT team will be able to continue the process and help resolve the issue soon. Please feel free to share any updates when you have them.

Wishing you the best of luck, and I hope everything gets sorted out quickly