Forum Discussion
Calls go silent when transferring from an AA and CQs to an agent
I just tested your scenario in my AA by setting key 4 to a person inside the organization. and it say please wait for your call for being transferred and then the ring sound of teams while calling the user but in my case I don't use direct routing all my phone numbers are in Microsoft. the person I am redirecting to is licensed with E5
- Had an update here. We use Gamma too and we use a product called SIP2Teams. There is a workaround which i have been discussing with the SBC provider, which after the system says you are now being diverted it will begin ringing for the caller about a second afterwards. If anyone is interested (has the same platform) i can share what to do, though your provider also has to do something as well in the background as the functionality is not visible on the SIP2Teams portal..
Let me know... MondasWe use Gamma as our provider, they direct calls to our own hosted SBC. You've gotten further with Microsoft than i have, they keep blaming our telephone devices. We use Yealink if there's any other common denominator. But it occurs using the desktop application also with no phone involved. We're fairly new to Teams telephony but so far most customers are going elsewhere.
- Got to send Microsoft further information:
Kindly reproduce the call and provide the following:
• Teams support logs
• Call ID of the reproduced call (from Teams admin center)
• Called international number.
• User number
• Time and date call was reproduced.
• SBC logs of reproduced call
• Get Csonline user for one of the affected users using PowerShell
• Provide fiddler log from desktop client.
Done this so many times but here we go again. - lets us know how things will go with your MS call
- thanks for bringing up this , with the direct routing in Place you might also check with Microsoft since you have a session border controller connected with the thrid party provider, maybe they have something in the backend not routing as it should be
- Thanks, I thought it was just us with our provider. Yeah its extremely frustrating and really needs to be fixed. Can i ask who your 3rd party is, perhaps its the same one as ours?
If anyone else has this issue please let us know. I've raised it with Microsoft too...expect to hear back in 10 years. Mondasthis is unfortunately an issue still, we use direct routing as our phone numbers are hosted 3rd party. When directing a call to a person from an AA, silence is heard by the caller until the person in organisation picks up. Works when sending the AA to a CQ (voice app), however CQ's do not work with voicemail, example if the user has left early they can manually place all calls to voicemail, instead it just rings and rings. Sorry to jump on the thread but if more people have the issue, hopefully it gets some attention. I've raised it with Microsoft but gotten no where.
- Tried that, no difference. Will speak to my provider to see if its something their end, though the SIP call comes into teams fine, just the routing within teams with the issue. I'll wait for Microsoft to get in touch with me too (although its been a while since i posted the support ticket).
- thanks, thats the next plan to see if something is conflicting in the calling policy 🙂
- Hi Elie,
Many thanks, so potentially its around direct routing and how Microsoft sees it. I guess for now we can direct to external phone number to get the ringing if we get complaints from the end users. I just tested your scenario in my AA by setting key 4 to a person inside the organization. and it say please wait for your call for being transferred and then the ring sound of teams while calling the user but in my case I don't use direct routing all my phone numbers are in Microsoft. the person I am redirecting to is licensed with E5
- Thanks Elie, using an external number works as a workaround doesn't solve my issue. If I want to transfer to a person in my organisation the call still remains silent.
I wouldn't want to change all of my AAs redirects to an external number as we would need to find out each destination DDI and also I assume it would cost us to transfer the call out of the system only to come back into the system, is this not correct?
Having a CQ just to get through to a person in the org is messy as we'll have lots more CQs to manage.
What are your thoughts? - absolutely correct !!! thanks for the updates and let me know if you need further assistance
Please click Mark as Best Response & Like if my post helped you to solve your issue. This will help others to find the correct solution easily. - With a CQ I get the music.
So to confirm:
AA-> Person in the organisation = Silent
AA-> External Phone Number = Ringing
AA-> CQ ->Person In CQ = Music - create a call queue and put that person as an agent in it and add that call queue in your AA to redirect as an voice app and keep the the music default in your call queue settings
- So thats really interesting, if i choose redirect to 'external phone number' and put in my DDI instead i get the ring tone. SO it seems the issues is with redirecting to 'person in the organisation'
what is your dial the user with the extension and not from the key menu options? so the user is not in a call queue your transferring to him directly from AA
- yes, licensed.
