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Lars86's avatar
Lars86
Brass Contributor
May 13, 2020
Solved

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 t...
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  • TeamsDR's avatar
    TeamsDR
    Jun 26, 2020

    Lars86 

    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....

Thorsten Stiebig's avatar
Thorsten Stiebig
Brass Contributor
May 14, 2020

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.

 

 

Lars86's avatar
Lars86
Brass Contributor
May 14, 2020

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

  • Thorsten Stiebig's avatar
    Thorsten Stiebig
    Brass Contributor
    May 14, 2020

    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.

    • Darrenkenny1983's avatar
      Darrenkenny1983
      Copper Contributor
      May 18, 2020
      Did any of you get a response from ms support about this issue. We have the same issue .
      • Thorsten Stiebig's avatar
        Thorsten Stiebig
        Brass Contributor
        May 18, 2020

        Darrenkenny1983 
        I am working actual with a Support Engineer on it.

        For the moment I have to answer only questions to my Deployment. Here are the questions and my answers:

         

        1. Which SBC for Direct Routing? -> AudioCodes
        2. Is it a call queue only problem or auto attendant as well? -> Both
        3. Is issue specific to internal users / external ? -> Both, internal and external Users
        4. Are you using Teams application for calling or is there any Polycom devices associated ? -> Only Teams Application on Windows 10 PC/Notbooks 
        5. Teams Version? -> 1.3.00.9267 (64-bit) and 1.3.00.12058
        6. What is your environment type? (Online/on-prem/Hybrid) -> We have Microsoft Teams with Azure AD Connect, SBC / Direkt Routing
        7. Are all Users affected? -> Yes
        8. Is it a Direct Routing Setup? -> Yes
        9. Was ist working before? -> No
        10. Since when are you experiencing this issue? -> From the beginning on when we switched with PSTN-Calling ot MS Teams (since 7 days)

         

        I expect response in the next hours ... and will let you know guys.

         

        Thorsten

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