Welcome to the March 2023 edition of What’s New in Teams! This month we are combining the Teams announcements at the Enterprise Connect conference with our What’s New features. We have a lot to share...
Updated Mar 31, 2023
Version 23.0
Blog Post
JessieHwang In regards to the issue mentioned by @Dhiran Gajjar "cannot receive a call from a queue".
We have the same problem looking for answers.
We use the official microsoft "azure/communication-calling" library in our Call Center WebClient application.
Users choose PhoneType "Microsoft Teams" and can make and receive calls as a Teams Users in our WebClient application.
Some weeks ago there has been a change in how calls from a queue are delivered and answered.
Teams Client now does some Transfer to answer the call from a queue.
See screenshots below.
- Call from Call Queue is answered in Teams Client.
- We can see that the call gets transferred somewhere as seen in the screenshot below.
- Then a second later we see the call is connected as shown below.
There is no documention on how to do this with the "azure/communication-calling" library so our WebClient is no longer able to answer calls from call queues.
When a call from a call queue arrives we can answer it, but the audio is not connected to the customer. It seems this call is now some dummy call for the client to get signalled, then it needs to transfer the call to a meeting etc. to actually get connected to the customer.
We are desperately searching for answers on how we can solve this problem.
Users of our WebClient can no longer answer calls from queues.
Thanks.