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Petri-X's avatar
Petri-X
Bronze Contributor
Sep 22, 2021

Call flow when using Teams Call Queues

Hi there,

Have you found any good call flow diagram for how the calls are routed when Teams' call queue is used? Basically, when you are calling from cell phone to queue and Teams start rerouting the call, what is actually happening in that time? How the call is expected received on agent site?

 

I'm having a new setup and I get the call coming to agent, but when answering there is only silence. And when trying to understand the call flow I haven't been able to found any clarification for that.

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  • Maluks's avatar
    Maluks
    Iron Contributor
    Sep 22, 2021
    Often silent calls mean, that media packets are being blocked. Depending on what telephony integration you are using, is it Direct routing, operator connect or Phone system?
    • Petri-X's avatar
      Petri-X
      Bronze Contributor
      Sep 22, 2021

      Hi Maluks and thank you for your reply.

       

      We are having Direct Routing in use. But the question I have been trying to understand is, how the call flows goes with the call queues to the agents? Especially when all the connections to O365 from the agent's Teams clients are routed through the proxy.

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