Troubleshooting Teams Phone call forwarding and simultaneous ring

See also

Sources

1. 1
   Calls that reach a user from an Auto Attendant or a Teams Phone Agent are forwarded according to the user's call answering rules.

   Reference - Answer voice applications calls · 'Handling an Auto Attendant call' and 'Handling a Teams Phone Agent call' sections, Notes · Checked 2026-10-02
2. 2
   Busy on busy is Off by default, applies when the user is in a call or conference or has a call on hold, and does not apply to incoming group calls or meeting join requests.

   Route inbound calls in Microsoft Teams · 'Configure busy options' section, first paragraph · Checked 2026-10-02
3. 3
   BusyOnBusyEnabledType accepts Enabled (reject with busy signal), Unanswered (apply the user's unanswered settings), Disabled (present the call) and UserOverride (user chooses in Teams call settings).

   Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -BusyOnBusyEnabledType · Checked 2026-10-02
4. 4
   The per-user BusyOnBusyOption (PlayBusySignal, RedirectAsUnansweredCall, RingUser) applies only when the user's calling policy has BusyOnBusyEnabledType UserOverride, and needs Teams PowerShell module 8.0.0 or later.

   Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -BusyOnBusyOption; Notes, second paragraph · Checked 2026-10-02
5. 5
   If more than five members are added to a call group, the ring order automatically switches to 'Everyone at once'.

   Call sharing and group call pickup · 'Limitations' section, bullet 4 · Checked 2026-10-02
6. 6
   A call group can ring members InOrder only when it has five or fewer members; otherwise the order is simultaneous.

   Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -CallGroupOrder · Checked 2026-10-02
7. 7
   A Teams call group can have up to 25 members.

   Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -CallGroupTargets · Checked 2026-10-02
8. 8
   Mobile devices are notified of call group calls only if the member's notification for that group is set to banner and ring.

   Call sharing and group call pickup · 'Limitations' section, paragraph after bullets · Checked 2026-10-02
9. 9
   When call groups are turned off for users, the admin must clean up their call group relationships in Teams admin center to avoid incorrect call routing.

   Call sharing and group call pickup · 'Enable the use of group call pickup' section, Important note · Checked 2026-10-02
10. 10
    A user can own only one call group and can be a member of up to 25 call groups.

    Call sharing and group call pickup · 'Limitations' section, bullets 1 and 3 · Checked 2026-10-02
11. 11
    SIP devices support only the ring and mute notification modes for group call pickup; banner notifications are suppressed because SIP Gateway does not support alerting without ringing.

    Call sharing and group call pickup · 'Limitations' section, final paragraph · Checked 2026-10-02
12. 12
    The call group owner and all members must be in Teams Only mode and need a Teams Phone licence to set up and use call sharing and group call pickup.

    Call sharing and group call pickup · Introduction Important note and 'License required' section · Checked 2026-10-02
13. 13
    A 2022 Microsoft Q&A community answer states that calls arriving through either an Auto Attendant or a Call Queue ignore the receiving user's personal call forwarding rules by design.disputed

    Call forwarding to the mobile number is not working for the call queue member when the call is received via the queue · Answer by community member 'Tiaan' · Checked 2026-10-02
14. 14
    Call queue calls presented to a representative are not forwarded according to that user's call answering rules, so callers stay in the queue rather than being forwarded unexpectedly.

    Reference - Answer voice applications calls · 'Handling a Call Queue call' section, Note · Checked 2026-10-02
15. 15
    By default, call queue representatives are not notified of missed calls or voicemails for call queue calls.

    Reference - Answer voice applications calls · 'Handling a Call Queue call' section, final paragraph · Checked 2026-10-02
16. 16
    If neither user nor admin changes call answering rules, unanswered calls go to voicemail after 30 seconds by default, even though Teams admin center and PowerShell display the unanswered target as none with a 20-second delay.

    Configure call forwarding and delegation settings · 'Additional notes' section · Checked 2026-10-02
17. 17
    A delegate with no phone number assigned must be made EnterpriseVoiceEnabled with Set-CsPhoneNumberAssignment; a visible dial pad in the delegate's Calls app indicates Enterprise Voice is correctly configured.

    Configure call forwarding and delegation settings · 'License required' section, Note · Checked 2026-10-02
18. 18
    If delegator and delegate are not in the same geographic location, the PSTN provider must allow caller ID from a different geographic location for a delegated call.

    Configure call forwarding and delegation settings · 'Limitations' section, second paragraph · Checked 2026-10-02
19. 19
    When a user calls on behalf of a delegator, the caller ID is replaced by the caller ID configured for the delegator's account.

    Manage caller ID for users - Microsoft Teams · 'Outbound calling line ID' section, paragraph on calling on behalf of another account · Checked 2026-10-02
20. 20
    When delegate and delegator have different calling policies, the delegate is bound by their own calling policy and the delegator's policy permissions are not transferred; Microsoft recommends assigning both the same calling policy.

    Configure call forwarding and delegation settings · 'Dialing Permissions and Routing' section, second paragraph · Checked 2026-10-02
21. 21
    Call delegation is enabled by the TeamsCallingPolicy AllowDelegation setting, which is turned on by default.

    Configure call forwarding and delegation settings · 'Enable delegation' section · Checked 2026-10-02
22. 22
    When delegation is turned off for a user, the admin must also clean up that user's delegation relationships in Teams admin center to avoid incorrect call routing.

    Configure call forwarding and delegation settings · 'Enable delegation' section, Important note · Checked 2026-10-02
23. 23
    When a PSTN caller's call is forwarded by a Teams user, the Direct Routing SIP proxy sends a '181 Call is being forwarded' provisional response toward the calling PSTN party.

    Teams Phone System Direct Routing: SIP protocol · 'Call forwarding' section, bullets 3 and 4 · Checked 2026-10-02
24. 24
    If a user sees several missed calls for one call after declining it, Microsoft attributes this to a misconfigured SBC or PSTN provider retry mechanism; the SBC must stop retrying on a 603 response.

    Teams Phone System Direct Routing: SIP protocol · 'Handling retries (603 response)' section · Checked 2026-10-02
25. 25
    On Direct Routing calls sent to the SBC, the From header contains the original caller's phone number if the call was forwarded.

    Issues with outbound calls - Microsoft Teams · 'Incorrect caller ID displayed to the recipient' section, From header bullets · Checked 2026-10-02
26. 26
    For Direct Routing forwarded and simultaneous-ring calls, whether the History-Info header is populated depends on the trunk's ForwardCallHistory setting.

    Teams Phone System Direct Routing: SIP protocol · 'Call forwarding' section, bullet 2 · Checked 2026-10-02
27. 27
    Direct Routing adds the History-Info header for simultaneous ring and call forwarding cases but not for call transfer cases.

    Teams Phone System Direct Routing: SIP protocol · 'History-Info header' section, bullets 2 and 3 · Checked 2026-10-02
28. 28
    Microsoft states the History-Info header should be used for loop prevention, and inbound History-Info is preserved when ForwardCallHistory is enabled.

    Teams Phone System Direct Routing: SIP protocol · 'Call forwarding' section bullet 5; 'History-Info header' section final bullet · Checked 2026-10-02
29. 29
    On Direct Routing, P-Asserted-Identity carries the number of the user billed for the call; if From and PAI differ and the PSTN prefers PAI, the recipient sees the wrong caller ID, and Microsoft's fix is to have the SBC remove or modify PAI.

    Issues with outbound calls - Microsoft Teams · 'Incorrect caller ID displayed to the recipient' section, Cause and Resolution · Checked 2026-10-02
30. 30
    On a forwarded Direct Routing call, the Request-URI of the INVITE from the SIP proxy to the forward target contains a cause parameter.

    Teams Phone System Direct Routing: SIP protocol · 'Call forwarding' section, bullet 1 · Checked 2026-10-02
31. 31
    The Direct Routing gateway parameter ForwardPai defaults to False, and setting it to $true renders the From header anonymous in accordance with RFC 5379 and RFC 3325.

    Set-CsOnlinePSTNGateway (MicrosoftTeams) · Parameters, -ForwardPai · Checked 2026-10-02
32. 32
    Microsoft provides a 'Teams Call Forwarding' diagnostic in the Microsoft 365 admin center that takes the user's email and the E.164 target number and returns next steps to validate the user is configured to forward to that number.

    Configure call forwarding and delegation settings · 'Diagnosing issues with Call Forwarding' section, steps 1-3 · Checked 2026-10-02
33. 33
    The Direct Routing gateway parameter ForwardCallHistory defaults to False; when enabled, the PSTN proxy sends both History-Info and Referred-By headers.

    Set-CsOnlinePSTNGateway (MicrosoftTeams) · Parameters, -ForwardCallHistory · Checked 2026-10-02
34. 34
    ForwardingTarget and UnansweredTarget accept ObjectIds, SIP addresses and phone numbers in E.164 (including ;ext=) or non-E.164 forms such as 1234.

    Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -ForwardingTarget and -UnansweredTarget · Checked 2026-10-02
35. 35
    ForwardingTargetType supports Voicemail, SingleTarget, MyDelegates and Group, and Voicemail is supported only with Immediate forwarding, not Simultaneous.

    Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -ForwardingTargetType · Checked 2026-10-02
36. 36
    Microsoft's end-user article states that call forwarding is only available in one-on-one calls.

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Forward your calls section · Checked 2026-10-02
37. 37
    Microsoft's end-user guidance says missing call forwarding options in Teams settings most likely means no Enterprise Voice or Business Voice licence, and licence changes can take up to 24 hours to take effect.

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Note on missing forwarding options (near top of article) · Checked 2026-10-02
38. 38
    On a Direct Routing call forwarded to a PSTN number, the forward target may see the forwarding Teams user's number rather than the original caller if PAI is sent and the carrier presents PAI over From.inferred

    Issues with outbound calls - Microsoft Teams · 'Incorrect caller ID displayed to the recipient' section, combined with From header bullet 3 · Checked 2026-10-02
39. 39
    For Direct Routing, caller ID substitution and CNAM are sent in the From header, and when the SBC is configured with ForwardPai $true the P-Asserted-Identity header contains the real calling user.

    Manage caller ID for users - Microsoft Teams · 'Outbound calling line ID' section, final paragraph · Checked 2026-10-02
40. 40
    The Teams calling policy parameter AllowCallGroups enables the user to configure call groups in the Teams client and allows inbound calls to be routed to call groups.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowCallGroups · Checked 2026-10-02
41. 41
    The Teams calling policy parameter AllowCallForwardingToPhone enables the user to configure, in the Teams client, call forwarding or simultaneous ringing of inbound calls to any phone number.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowCallForwardingToPhone · Checked 2026-10-02
42. 42
    The Teams calling policy parameter AllowCallForwardingToUser enables the user to configure call forwarding or simultaneous ringing of inbound calls to other users in the same tenant.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowCallForwardingToUser · Checked 2026-10-02
43. 43
    Turning off AllowPrivateCalling in the Teams calling policy turns off all calling functionality in Teams.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowPrivateCalling · Checked 2026-10-02
44. 44
    Setting InboundPstnCallRoutingTreatment to Unanswered or Voicemail takes precedence over the user's call forwarding, simultaneous ringing to delegates and call group settings.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -InboundPstnCallRoutingTreatment, final paragraph · Checked 2026-10-02
45. 45
    When InboundPstnCallRoutingTreatment is Unanswered the PSTN call is not presented to the user, the user sees a missed call, and the call is disconnected if the user has no unanswered settings enabled; with Voicemail treatment the call is disconnected if the user has no voicemail.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -InboundPstnCallRoutingTreatment, Unanswered and Voicemail options · Checked 2026-10-02
46. 46
    Set-CsUserCallingSettings writes all parameters in a settings group, so admins must read current settings and resubmit the whole group; this can cause validation errors, such as removing all call group members while ForwardingTargetType is Group.

    Set-CsUserCallingSettings (MicrosoftTeams) · Description section and Notes, fifth paragraph · Checked 2026-10-02
47. 47
    In the Teams client the user can delay simultaneous ring so the call reaches them first, choosing a delay of up to 20 seconds.

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Simultaneous ring section, 'delay simultaneous ring' paragraph · Checked 2026-10-02
48. 48
    The calling policy settings 'Call forwarding and simultaneous ringing to people in organization' and 'Call forwarding and simultaneous ringing to external phone numbers' must be on for those forward types and destinations to be available, and both are on by default.

    Configure call forwarding and delegation settings · 'Use the Teams admin center' step 7, Note · Checked 2026-10-02
49. 49
    If a user's simultaneous-ring delay is equal to or longer than their unanswered delay, the simultaneous-ring target may never ring before the call is redirected to the unanswered target.inferred

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Simultaneous ring section, 'delay simultaneous ring' paragraph, read against Set-CsUserCallingSettings -UnansweredDelay · Checked 2026-10-02
50. 50
    On Teams SIP devices, dialing *33* followed by the forwarded-to phone number sets call forwarding.

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Teams SIP devices section · Checked 2026-10-02
51. 51
    On Teams SIP devices, *34* sets forward on timeout; the optional time in seconds is rounded to the next 10, can be up to 60, and defaults to 20.

    Call forwarding, call groups, and simultaneous ring in Microsoft Teams · Teams SIP devices section, 'Forward on timeout (unanswered calls)' · Checked 2026-10-02
52. 52
    Forwarding to MyDelegates requires at least one delegate allowed to receive calls, and forwarding to Group requires at least one call group member.

    Set-CsUserCallingSettings (MicrosoftTeams) · Notes, fourth paragraph; Parameters, -ForwardingTargetType · Checked 2026-10-02
53. 53
    Microsoft states that the admin-configurable call forwarding and delegation settings feature is available only in Teams Only deployment mode.

    Configure call forwarding and delegation settings · Introduction, Important note above 'License required' · Checked 2026-10-02
54. 54
    Set-CsUserCallingSettings UnansweredDelay accepts hh:mm:ss values of 5, 10, 15, 20, 30, 40, 50 or 60 seconds, and its default is 20 seconds.

    Set-CsUserCallingSettings (MicrosoftTeams) · Parameters, -UnansweredDelay · Checked 2026-10-02
55. 55
    Setting IsUnansweredEnabled to false turns off unanswered call forwarding, which the Teams client shows as 'If unanswered Do nothing'.

    Set-CsUserCallingSettings (MicrosoftTeams) · Examples, Example 11 · Checked 2026-10-02
56. 56
    To set call settings for a user the user must have a Teams Phone licence; if the Voice tab is not visible on the user details page in Teams admin center, the user has no Teams Phone licence assigned.

    Configure call forwarding and delegation settings · 'License required' section and 'Use the Teams admin center' step 6 · Checked 2026-10-02
57. 57
    With AllowVoicemail set to AlwaysDisabled, voicemail is not offered as a forwarding or unanswered target, and if the user is also not Enterprise Voice enabled the unanswered-calls option is hidden because no redirection targets remain.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowVoicemail, AlwaysDisabled · Checked 2026-10-02
58. 58
    With AllowVoicemail set to AlwaysEnabled, calls always go to voicemail when unanswered after ringing for thirty seconds and the Teams call settings do not display the option for managing unanswered calls.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowVoicemail, AlwaysEnabled · Checked 2026-10-02
59. 59
    With AllowVoicemail set to UserOverride, calls go to voicemail according to the user's call forwarding and unanswered settings.

    Set-CsTeamsCallingPolicy (MicrosoftTeams) · Parameters, -AllowVoicemail, UserOverride · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Teams Phone call forwarding and simultaneous ring. WarmTransfer. https://warmtransfer.net/knowledge/teams-call-forwarding-troubleshooting

@misc{warmtransfer-teams-call-forwarding-troubleshooting,
  title  = {Troubleshooting Teams Phone call forwarding and simultaneous ring},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/teams-call-forwarding-troubleshooting},
  note   = {Verified 2026-10-02}
}