Known Issues

Missing Identity for Voice Applications Without a Resource Account

In certain scenarios, voice applications (such as Auto Attendants or Call Queues) may not display a distinct identity (ID or name) in Graph API data. This behavior occurs when a call is redirected directly to a voice application without an associated Resource Account (RA).

Currently, the identities of Auto Attendants (AA) and Call Queues (CQ) in Graph are derived from their linked Resource Accounts. When no RA is present, there is no separate RA identity for Graph to consume, resulting in the same original identity being shown for both interactions. For example, a transfer from an Auto Attendant (AA) to a Call Queue (CQ) will display the AA identity on both sessions.

Workaround: Customers can work around this limitation by adjusting their call flow configuration so that redirection occurs to a specific Resource Account rather than directly to a voice application.

• Example:

  • 🔴 Not recommended: AA → VoiceApp → CQ (results in missing RA identity)

  • 🟢 Recommended: AA → RA → CQ (displays the correct RA identity)

This configuration has been tested and confirmed to provide the expected identity in AA→CQ call scenarios.

Microsoft is aware of this problem and is working on a solution

Answered calls are displayed as missed calls

Easy Call Report depends on when Microsoft provides us with the data.

As soon as a call is made, we receive a call record from Microsoft. If this call record contains that this call was an missed call, then this is displayed in the Easy Call Report.

After a certain time, this call record is updated and this supposedly missed call was answered after all. At this moment, Easy Call Report updates this entry and this entry is marked as answered.

We are working with Microsoft on a solution to get complete call records and not incomplete ones.

Notifications are only sent from one phone number although I have stored several phone numbers in the same Auto Attendant

Easy Call Report can correctly assign the call records based on the assigned resource account.

If the Auto Attandant now has multiple resource accounts, Easy Call Report cannot assign the call record correctly and therefore no notifications are sent. Notifications are only sent for the first resource account in the list because the assignment remains there. This problem is caused by the missing assignment between the resource accounts in an Auto Attandant on the Microsoft side. Microsoft has been informed by us about this problem and they are working on a solution.

In the meantime, you can use the following workaround:

You can create a separate Auto Attandant for each additional Resource Account and include it in the same Call Flow. You can then monitor this separately with Easy Call Report

SOLVED: Call history is displayed on the iPhone as unlicensed although it is correctly licensed

The license query on the Iphone is handled differently by Microsoft than on the computer. For this reason, the call history is shown as unlicensed, although it was licensed correctly

Microsoft is aware of this problem and is working on a solution

SOLVED: Automatic refresh of the Adaptive Card does not work

The Adaptive Cards are not always updated because Microsoft is currently experiencing a global problem with the Adaptive Cards. We are actively working with Microsoft to resolve this issue.

Currently you can use the following workaround to force the update of the tabs until the problem is fixed.

SOLVED: Calls from the future are displayed in the adaptive cards and call history

Easy Call Report displays every call with all the call information it receives from Microsoft. Since the time zones are not sent correctly with the call information, the calls are displayed incorrectly.

We are working on a solution to this problem.

SOLVED: Calls are displayed twice

Easy Call Report displays every call as soon as it receives a call from Microsoft. If the same call arrives from Microsoft at different times with different identification numbers, it will be displayed twice.

Microsoft is aware of this problem and is working on a solution

SOLVED: Adaptive cards are not sent

The adaptive cards cannot be sent because the Bot does not have sufficient permissions to do so.

SOLVED: Teams channels are not visible in the configuration platform

The channels cannot be displayed because the Easy Platform does not have sufficient permissions to do so.