Forum Discussion
Consult then transfer to call queue is not working
Hi,
We are using teams with direct routing option.
Everything is working fine but we cannot use the option consult then transfer to a call queue.
You can call the call queue and get a user on the phone but the option to transfer the call disappears.
Consult and transfer to a direct users is working fine!
And a direct transfer without consult to a call queue is also working fine...
Anybody has the same issue and is there a solution for this problem?
Hope you can help!
Greetings,
Lars
I have just been on with a support rep, and I think they found an answer....
you have to assign a DDI to the call queue, then you should be able to transfer a call to it.
there is allegedly documentation around this which I am waiting for, and also a site where I can request a feature from Microsoft - one can hope 🙂
this does seem odd where a purely sip based PBX in the cloud requires DDI to be assigned.
Hope this helps
I have had to do some creative work where I assigned the DDI but diverted the DDI on the sip trunk to the main number - I don't want to be woken in the night with a caller asking about their hospital appointment just because the put the wrong DDI on their paperwork....
80 Replies
- Enabling Conference mode resolved the issue for me.
Glad to hear that. The strange part is that even when we asked a Microsoft engineer, he said this behavior was not to be expected and we should change the way we work.
In their own documentation I can read that conference mode in a queue should improve connection times but also enable consult/transfer. So they clearly know ... .
https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue?tabs=call-answering#conference-mode
Unfortunately, this option has been active in our company for a long while now, and the issue is still there.
We are experiencing the same issue, as in when accepting a call from a "Call Queue" you can select to consult with a colleague, but don't have the Transfer option to transfer the original call to the "consultant". However, have discovered a workaround (if this helps). just ask the consultant to hang up then you are free and able to transfer the original call to them. Bit of a faff, but better than nothing.
Just to confirm all is fine is one is called direct (not via a call queue), then one has the option to consult with a transfer button
- Hi,
we have to accept this issue . Microsoft knows this issue and they will Not fix it Right now. That is the official feedback from Microsoft.
Sad but true.Yes indeed sad but true!
Going to test call merge and hope the end users are helped with that feature..
- is the call merge function working for this problem?So you can merge a call to a call queue?Still so sad that Microsoft doesn't acknowledge this problem and a normal fix is out!Are there people with open MS tickets at the moment?Or is everybody accepting this issue?
- Created a ticket at Microsft,... Still on the roadmap of 2020 to be fixed...
They expect a big release half december where they are aiming to fix this issue..Hopefully! That is what they promised in April.
Microsoft rep has told me it's a known issue. Please up vote it here:
https://microsoftteams.uservoice.com/forums/908686-bug-reports/suggestions/41005159-call-consult-and-transfer-to-a-call-queue-transf
- Log into your account as an admin.
Click on Settings.
Click on On Hold Music tab.
Go to Available Music.
Click Add to library (if you're adding a new track)
Enter Greeting Name.
Browse your computer for an MP3 file.
Click Add.Lewis-H why should this help us? Do you mean to upload a music file to the call queue?
Hello Lars86 ;
I have the same problem. We are on Microsoft Teams with direct Routing since 4 days.
Everything is working fine like you have described. "Transfer a call" and "consult then transfer" is working perfect when doing this with normal Teams Users. "Consult then Transfer" to a call queue is not working. The Window to click on "transfer" disappears when the agent of the call queue answer the call.Only Direct Transfer to a call queue is working.
Thorsten Stiebig exactly the same here transfer button disapears! this should be working right?
Just made a ticket to microsoft support today hope the can give me some more info or a solution about this issue
Lars86 Yes, this must work. I think it is a bug at Microsoft Teams right now. Let us wait what Microsoft will answer.
I will also open a ticket at Microsoft.
