Summary
This article provides end users with step-by-step instructions to manage voicemail greetings, customize call answer behavior, and choose how incoming calls appear in the Microsoft Teams desktop app.
🔍 Symptoms
Users are unsure how to update their voicemail greeting or out-of-office message
Calls are not being redirected or handled as expected
Incoming calls appear in a layout that is difficult to manage or view
✅ Environment
Product: Microsoft Teams
Platform: Desktop App (Windows/macOS)
Version: Latest version recommended
User Type: End users, Tech agents
🧪 Root Cause
Microsoft Teams hides some call settings within nested menus in the app's settings panel. Without navigating to the Calls section, users may miss key voicemail and call handling options. Additionally, the Viewing incoming calls option is not easily discoverable without expanding advanced settings.
🧰 Resolution Steps
1. Access Voicemail Settings
To manage voicemail settings in Teams:
Open Microsoft Teams
Click Settings and more
> Settings
Navigate to the Calls
tab
Click Manage voicemail
2. Customize Your Voicemail Greeting
Click Record a greeting to record a new message
Choose your language and what happens when a call goes to voicemail
-
(Optional) Enter a text-to-speech greeting — this will only be used if no recorded greeting is set
3. Set an Out-of-Office Greeting (Optional)
Under Manage voicemail, locate the Out-of-office greeting section
Choose when the greeting should play
-
Enter a custom out-of-office message in the text box
4. Configure Call Answer Rules
To control how voicemail handles incoming calls:
Still under Manage voicemail, scroll to Choose what happens when the call is redirected to voicemail
-
Choose one of the following behaviors:
Let the caller record a message
Let the caller record a message or be transferred
End the call without playing a greeting
Play your greeting and then end the call
Transfer the call to someone else
If transferring calls, enter the name or number under “Where should they be transferred?”
5. Choose How Incoming Calls Appear
To adjust how Teams displays incoming calls:
Go to Settings and more (⋯) > Settings > Calls
Under Call handling and forwarding, scroll to Viewing incoming calls
Choose Large window or Small window
Only the Large window supports real-time text (RTT) and captions.
📚 References
📝 Additional Notes
To troubleshoot issues with voicemail not triggering, confirm your Teams app is updated and that your call forwarding rules are not conflicting.
Tech agents assisting others should test with a known-good account to isolate app behavior from account settings.
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