What you’re seeing
- Callers hear ringing that continues until it times out, or they're sent straight to voicemail.
- Agents assigned to the call queue never get an incoming call alert.
- The main number plays a message saying the call can't be completed.
- Some agents in the queue receive calls while others never do.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The resource account behind the auto attendant or call queue lacks its required license or phone number assignment.
- Agents don't have a Teams Phone license or aren't enabled for voice, so the queue can't route calls to them.
- Agents have opted out of the queue or are in Do Not Disturb, and presence-based routing skips them.
- The number was ported or reassigned and is no longer linked to the right resource account.
- Business hours, holiday schedules or overflow rules are sending calls somewhere other than intended.
- The connection to the phone carrier through Direct Routing or Operator Connect is failing, so inbound calls never reach Microsoft.
Why it matters
A main line or support queue that doesn't ring is effectively a closed sign on your door. Prospective customers hang up and call a competitor, existing clients can't reach support, and voicemails pile up unanswered. Because callers rarely report the problem, it can go unnoticed for hours or days. For businesses that depend on phone orders, appointments or dispatch, every hour of silent ringing has a direct revenue cost.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Are we losing calls right now?
Possibly. Depending on the cause, calls may be ringing out or going to voicemail. The engineer starts by confirming where calls are actually ending up.
Can you work on the phone setup without cutting off calls that are working?
Yes. We review the configuration first and confirm the cause before making changes, so parts of the system that are working aren't disrupted.