> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/attendant-console/troubleshooting-and-support-1/limitations-and-troubleshooting.md). # Limitations and troubleshooting Review transfer limitations and troubleshoot queues, outbound calls, and DTMF in existing Attendant Console for Microsoft Teams deployments. {% hint style="warning" %} Attendant Console for Microsoft Teams is support documentation for existing customers. The product is in End of Sale. Existing customers can continue to use and receive support for the product; license renewal remains available until December 2026, with End of Renewal scheduled for December 31, 2026. {% endhint %} Use this page to understand current Attendant Console for Microsoft Teams limitations and troubleshoot common user issues. ## Known limitations | Area | Limitation or expected behavior | | --------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | First seconds of a new call | Queue-call conference setup in the Microsoft Teams network can cause 2 to 5 seconds of silence. An administrator can configure a ringback tone option to cover this silence. | | Teams notifications | If the Attendant Console window is not active in Teams, Teams may not show the expected notification. Use **Pop out app** to open Attendant Console in a separate window. | | Conference calls | Conference calls are not supported. | | DTMF for outbound calls | DTMF is not supported for outbound calls because of a Microsoft Cloud Communications API limitation for group calls. | | Park Call | Park Call is not supported because of a Microsoft Cloud Communications API limitation. | | Anonymous calls | Consultative transfer of anonymous calls is not possible when using Teams with Direct Routing to PSTN. | | Teams client | Use the Microsoft Teams desktop client. Attendant Console for Microsoft Teams is not supported in the Microsoft Teams web client. | | Transfer to voicemail | The operator must disable transfer to an alternate destination if unanswered. | | Busy on Busy | Busy on Busy must be disabled for consultative transfer. | | Hybrid architecture | Hybrid configurations with on-premises Skype federation are not officially supported. | | Presence updates | Microsoft Graph API limitations can cause up to 10 seconds of delay before user presence updates. | {% hint style="info" %} Do not configure Teams call answering rules or delegation for the operator account. These settings can interfere with Attendant Console behavior. {% endhint %} ## Transfer support matrix The following tables show supported transfer and outbound-call scenarios. Legend: `+` = supported; `-` = not supported. ### Direct blind transfer | Destination | Microsoft Calling Plan | Direct Routing | Operator Connect | Notes | | --------------------------- | ---------------------: | -------------: | ---------------: | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Teams user | + | + | + | Default transfer destination. | | PSTN number | + | + | + | For Microsoft Calling Plan, the outbound Attendant queue must have a Domestic or International Calling Plan license. | | A second attendant | + | + | + | Supported. | | Attendant queue | + | + | + | Requires the E.164 PSTN number for the destination. If the transfer button is not shown, create a personal or group contact and select the queue from the contact list. | | Phone System Auto Attendant | + | + | + | Requires the E.164 PSTN number or contact selection. | | Phone System Queue | + | + | + | Requires the E.164 PSTN number or contact selection. | ### Consultative warm transfer | Destination | Microsoft Calling Plan | Direct Routing | Operator Connect | Notes | | --------------------------------------- | ---------------------: | -------------: | ---------------: | ---------------------------------------------------------------------------------------------------------------------------------------- | | Teams user | + | + | + | Default transfer destination. | | PSTN number | + | + | + | For Microsoft Calling Plan, the outbound Attendant queue must have a Domestic or International Calling Plan license. | | A second attendant | + | + | + | When the transfer is accepted, the receiving attendant must answer it in **Conversations**. | | Attendant queue | - | - | - | Not supported because of a Microsoft Cloud Communications API limitation. Attendant Console displays **This operation is not possible**. | | Phone System Auto Attendant | - | - | - | Not supported because of the same limitation. | | Phone System Queue | - | - | - | Not supported because of the same limitation. | | Teams user forwarded to Teams voicemail | - | - | - | Not supported because of the same limitation. | ### New outbound calls | Destination | Microsoft Calling Plan | Direct Routing | Operator Connect | Notes | | --------------------------- | ---------------------: | -------------: | ---------------: | -------------------------------------------------------------------------------------------------------------------- | | Teams user | + | + | + | Supported. | | PSTN number | + | + | + | For Microsoft Calling Plan, the outbound Attendant queue must have a Domestic or International Calling Plan license. | | A second attendant | + | + | + | When accepted, the receiving attendant must answer in **Conversations**. | | Attendant queue | - | - | - | Not supported because of a Microsoft Cloud Communications API limitation. | | Phone System Auto Attendant | - | - | - | Not supported because of the same limitation. | | Phone System Queue | - | - | - | Not supported because of the same limitation. | ## Troubleshooting ### Queues are not listed If expected queues are not listed, contact your administrator. The queue account must have the required Microsoft Entra ID and Teams application-instance information before Attendant Console can list it. ### Queue number call is not displayed If calls to a queue number are not displayed in Attendant Console, contact your administrator. The queue resource account may need to be checked and synchronized in Microsoft Teams. ### External PSTN dialing does not work 1. Open **Preferences**. 2. Select **Conversation**. 3. Under **Caller ID for Outbound Calls**, confirm that you selected the outbound queue. 4. Confirm that the number you dial is in E.164 format, for example `+31201234567`. If the call still fails, contact your administrator. Depending on your telephony model, the outbound queue may need a Domestic or International Calling Plan license, a Direct Routing voice policy, or a normalization rule. ### DTMF cannot be entered from the dial pad DTMF is not available in a group call. This is expected behavior for Attendant Console for Microsoft Teams. ### Multiple participants appear when answering a queue call A queue call is escalated to a group call and includes the calling bot so that Attendant Console can retain call control. This is expected behavior. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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