Forum Discussion

Copper Contributor

Jan 09, 2020

Caller ring back for auto attendant redirect (Direct routing) - Silence while redirecting

Hi All, We're setup with ported direct routing telephone numbers and have assigned a phone number to a resource account, then the resource account is assigned on an auto attendant. When the...

Auto Attendant

Teams direct routing

InnovationIT

Copper Contributor

Jan 10, 2020

Erwin Bierens

Our SBC is hosted with Pure-IP, so I've forwarded on this article to them to check the config - I think they use ribbon gateways.

Are you able to confirm if you have an auto attendant with redirection to a user, and ring back working, when the call is in the process of being redirected?

Trying to get a straight answer out of Microsoft support is impossible.

Thanks.

Erwin Bierens

MVP

Jan 10, 2020

Are you using the operator breakout or redirecting the call to a person in the organization?

InnovationIT
Copper Contributor
Jan 10, 2020
Erwin Bierens
InnovationIT
Copper Contributor
Jan 10, 2020
Erwin Bierens

The inbound call rings the number of the resource account assigned to the AA, plays a short greeting, then redirects to a user (receptionist). While it's being redirected, there is silence.

The operator is set within the AA as the same person, but it's my understanding that the call workflow only uses that if the caller key's in that they want to be transferred to the operator.
- InnovationIT
  Copper Contributor
  Jan 14, 2020
  Erwin Bierens
  
  Any further suggestion on what we could do next?
  
  Were you able to confirm if it works properly in your environment?
  
  Thanks!
  - Erwin Bierens
    MVP
    Jan 20, 2020
    The account you choose must have a Phone System license enabled for Enterprise Voice or have an assigned a Calling Plan in Office 365
    
    have you setup this for this particular user?