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Fix External Voicemail Missing in Microsoft Teams

Maira Mehtab Sep 22, 2026 869 views

Question details

Users are unable to see voicemails left by external callers in Microsoft Teams, even though voicemails from their own numbers appear normally.

Product: Microsoft Teams
Device & OS: not provided
Scenario: Receiving and checking voicemail messages from external callers within the Microsoft Teams interface.
Observed behavior: Microsoft Teams displays voicemails generated internally or from the user's own number, but fails to sync or display voicemail messages left by external phone numbers.

Before you start

Ensure you are connected to a stable internet network and verify with the external caller that the voicemail was successfully recorded and sent.

Solution 1Recommended

Clear the Microsoft Teams Cache

Resetting the Teams application cache can resolve local display and syncing issues where external voicemails fail to load.

Corrupted or outdated cache files can prevent Microsoft Teams from syncing new data from the server, causing specific items like external voicemails to not display.

Quit Microsoft Teams

Fully close the Microsoft Teams application by right-clicking the Teams icon in the system tray (bottom right corner of your screen) and selecting 'Quit'.

Access the Run dialog

Press the Windows Key + R on your keyboard simultaneously to open the Run command window.

Delete cache files

Type '%appdata%\Microsoft\Teams' into the Run window and press Enter. Once the folder opens, select all files and folders inside it and delete them.

Restart Teams

Open Microsoft Teams again. You will be prompted to sign in. Check the Calls tab to see if the external voicemails now appear.

Mac Users: If you are using a Mac, you can clear the cache by deleting the folder located at ~/Library/Application Support/Microsoft/Teams.

Solution 2

Test Using a Different Network or Client

Isolating the issue helps determine if network restrictions or the specific desktop application is blocking the voicemails.

Solution 3

Contact Your Microsoft 365 Administrator

If clearing the cache and switching networks does not work, the issue is likely tied to tenant configuration or call-routing settings that require admin assistance.

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Frequently Asked Questions

Why are only external voicemails missing in Teams while internal ones show up?

This discrepancy often occurs due to specific tenant configurations, external call routing misconfigurations, or backend sync glitches that exclusively impact external communication streams.

Will reinstalling Microsoft Teams fix the missing voicemail issue?

Reinstalling the application can help if the local app files are severely corrupted. However, clearing the app cache usually achieves the same result much faster. If the issue is due to backend routing, neither reinstalling nor clearing the cache will fix it.

Can I eventually retrieve the missing external voicemails?

Yes. Once the underlying routing or synchronization issue is resolved by Microsoft support or your IT administrator, any previously stuck or missing voicemails should populate in your Teams client.

How long does it typically take for a voicemail to show up in Teams?

Under normal conditions, voicemails appear in the Calls > Voicemail tab within a few minutes of being left. If they take significantly longer, there might be a network delay or an ongoing synchronization issue.

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