How to fix Microsoft Teams showing 'We'll call you back when you're available' or call queue errors for business phone users

Summary

This guide helps you troubleshoot and resolve: How to fix Microsoft Teams showing 'We'll call you back when you're available' or call queue errors for business phone users. Follow the steps below to fix the issue.

Common Causes

If your Microsoft Teams Business Voice is showing the message "We'll call you back when you're available" or you're experiencing call queue errors, missed call notifications, or callback failures, this guide will walk you through resolving these common issues. These problems typically occur when Teams incorrectly registers your presence status, your account licensing is misconfigured, or your Teams client needs a refresh.

Quick Fix Steps

Try these steps in order — most users resolve the issue within the first three.

1. Sign out of Microsoft Teams completely and sign back in.
2. Check that your presence status is set to Available in Teams.
3. Restart the Teams application (or your device if using the desktop app).
4. Verify your Business Voice licence is correctly assigned in the Microsoft 365 admin centre.
5. Clear the Teams desktop client cache.

Detailed Instructions

Step 1: Sign out and back into Teams

1. Click your profile picture in the top-right corner of Teams.
2. Select Sign out.
3. Close the Teams application completely.
4. Wait 30 seconds, then reopen Teams and sign back in with your work credentials.

Step 2: Confirm your presence status

1. Click your profile picture in Teams.
2. Check the status dropdown — make sure it shows Available (green dot).
3. If it shows Do Not Disturb, Busy, Be Right Back, or Away, change it to Available.
4. Wait 60 seconds for the status to sync across the Teams network.

Step 3: Restart Teams or your device

1. Close Teams fully (including from the system tray on Windows or menu bar on Mac).
2. Wait 10 seconds.
3. Reopen Teams and test by having a colleague call your number.
4. If the issue persists, restart your computer entirely and test again.

Step 4: Verify your Business Voice licence

1. Sign in to the Microsoft 365 admin centre at https://admin.microsoft.com/.
2. Go to Users > Active users.
3. Select your account.
4. Click the Licences and apps tab.
5. Confirm that a Teams Phone licence is assigned (such as Microsoft Teams Phone Standard or Microsoft 365 Business Voice).

Step 5: Clear the Teams desktop client cache

1. Quit Teams completely.
2. Open File Explorer (Windows) or Finder (Mac).
3. Navigate to the cache folder for your version of Teams:
   • New Teams (Windows): Close Teams, then go to %localappdata%\Microsoft\TeamsMeetingAddin and clear the cache subfolder. For the main app cache, use %localappdata%\Packages\MSTeams_8wekyb3d8bbwe\LocalCache\Microsoft\MSTeams.
   • Classic Teams (Windows): %appdata%\Microsoft\Teams
   • Mac: ~/Library/Containers/com.microsoft.teams2/Data/Library/Caches/com.microsoft.teams2 (new Teams) or ~/Library/Application Support/Microsoft/Teams (classic Teams).
4. Delete the contents of the following folders: Cache, blob_storage, databases, GPUCache, IndexedDB, Local Storage, and tmp.
5. Restart Teams and sign back in.

Troubleshooting

Check Teams service health

1. Go to the Microsoft 365 admin centre.
2. Navigate to Health > Service health.
3. Look for any active incidents affecting Microsoft Teams or Teams Phone.

If there's an active incident, you'll need to wait for Microsoft to resolve it. Status updates are typically posted every 30 minutes.

Confirm your call queue membership

1. Ask your administrator to verify you're listed as an agent in the relevant call queue.
2. Check that your account is not opted out of the queue.
3. Confirm the queue's routing method (longest idle, round robin, or simultaneous) is appropriate for your team.
4. Verify that the call queue's resource account has a Microsoft Teams Phone Resource Account licence assigned — without this, the queue will not accept calls.

Test with the Teams web app

1. Open https://teams.microsoft.com/ in your browser.
2. Sign in with your work account.
3. Test incoming calls through the web client.

If calls work correctly in the web app but not the desktop app, the issue is isolated to your desktop installation. Reinstall the Teams desktop client from https://www.microsoft.com/en-au/microsoft-teams/download-app.

Check for multiple signed-in sessions

1. Click your profile picture in Teams.
2. Scroll down and look for any old or duplicate sessions listed.
3. Sign out of any sessions you're no longer using.

Multiple active sessions can cause presence sync issues, which may result in Teams thinking you're unavailable even when you're online.

Verify your timezone settings

1. In Teams, click More options (three dots) next to your profile picture.
2. Select Settings > General.
3. Check that your Time zone is set correctly for your Australian location (e.g., (UTC+10:00) Canberra, Melbourne, Sydney).

Further assistance

If you've completed all the steps above and are still experiencing call queue errors or the "We'll call you back" message, the problem may require backend configuration changes that only your IT administrator can address. This includes checking Direct Routing settings, resource account configuration, call queue authorisation policies, and auto-attendant routing rules. Contact your IT support team with the troubleshooting steps you've already completed.

For related issues with email delivery that may also affect Teams notifications, see our guide on Email not sending or receiving.

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