A user which is added to a call queue is not getting calls notification. Others in the call queue are able to see the incoming call.

@Hisham Mohamed

Below are some troubleshooting steps and items to check:

1. Licensing and Policies

 • Verify that the new user has the correct Microsoft Teams Phone System licensing and service plans enabled (and that they’re assigned any necessary Calling Policy settings).

 • Double‐check that their enterprise voice settings and dial plans match the requirements for receiving call queue calls.

2. Call Queue Configuration

 • In the Teams Admin Center, confirm that the new user is correctly added as an agent to the call queue.

 • Compare the agent configuration details (such as the user’s email or SIP address) for the new user against those of agents who are successfully receiving calls, including the test account.

3. Teams Client and Cache

 • Ask the user to sign out of Teams and sign back in to ensure that any recent changes (including call queue assignments) take effect.

 • Consider clearing the Teams client cache or even reinstalling the Teams app if the issue persists.

4. Status and Presence

 • Make sure the user’s status (and any do-not-disturb settings) isn’t interfering with the call queue routing. Sometimes if the user’s Teams client is “Do Not Disturb” or has call forwarding set up, calls from the queue might behave unexpectedly.

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