Teams Call Group – Forwarded Calls Not Displayed in Desktop App but Working in Web App

Büchel Sven 0 Reputation points
2026-08-26T07:41:09.8766667+00:00

A user is configured as a member of another user's Microsoft Teams Call Group.

The Call Group notification setting is configured as "Banner only".

When an incoming call is forwarded to the Call Group member, the following behavior occurs:

  • In the Microsoft Teams web app, the forwarded incoming call is displayed correctly in real time and can be answered.
  • In the Microsoft Teams desktop application, no incoming call UI is displayed.
  • No banner appears in the desktop application.
  • The call does not ring in the desktop application.
  • While the original caller is still calling, there is no visible indication of the forwarded call in the desktop client.
  • Only after the caller disconnects, the call appears in the Teams call history as a missed forwarded call.

The issue persists after:

  • Repairing the Microsoft Teams application
  • Resetting the Microsoft Teams application
  • Uninstalling and reinstalling Microsoft Teams

The fact that the same forwarded call is presented correctly in the Teams web app, but not in the Teams desktop client, indicates that the Call Group configuration and server-side call routing are basically functional.

The issue appears to be related specifically to the real-time incoming-call notification/signaling or call presentation in the Microsoft Teams desktop client.

Please investigate whether there is a known issue affecting Teams Call Group / Group Call Pickup incoming call notifications in the Teams desktop client, where calls are visible in Teams Web but are only recorded as missed forwarded calls in the desktop client after the call has ended.

Microsoft Teams | Microsoft Teams for business | Settings | Configure notifications
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  1. Killian N 3,820 Reputation points Independent Advisor
    2026-08-26T09:38:41.64+00:00

    Hi,

    As the same behavior is affecting multiple users in the tenant and the forwarded calls work correctly in Teams Web, I recommend raising a support ticket with Microsoft Support for further investigation. You can reach out to them directly:

    • Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket. Please note that you’ll need an account with admin rights to sign in to the Microsoft 365 Admin Center.  
    • Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here.   

    When submitting the ticket, you include:

    • Affected users and Call Group owners
    • Teams desktop version
    • Exact time and time zone of a recent test call
    • Caller number or user account
    • Screenshot of the missed forwarded call
    • Confirmation that Teams Web works while Teams Desktop does not

    In the meaning time, you can collect them immediately after reproducing the behavior. Additional details are available at the link below:

    I hope this information is helpful. Please feel free to share the results of the validation testing if you would like further assistance. 

    Thank you for your understanding, and I wish you a wonderful day ahead. 

    If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment".      

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