Forum Discussion
Jonny Marlborough
Aug 11, 2020Brass Contributor
Delay transferring out from auto attendant
We have been testing Teams with Direct Routing trunks provided by a carrier partner. All inbound and outbound calls direct to/from Teams users connect without issue. We are using the Teams apps on Wi...
YouGotServered
Sep 15, 2021Brass Contributor
So, I think our issue is the same, or at least has the same causes as yours.
Essentially, our ideal call flow is Auto attendant > call queue > receptionist.
Unfortunately the handoff from AA to CQ takes a solid 5 seconds. Add that to the initial connection from the caller to AA (about 1 second) and then the handoff from the CQ to the receptionist (about another 2 seconds) and you have a SOLID 7+ second delay from the time someone dials to the time they talk to someone even if the receptionist answers IMMEDIATELY.
Clients have complained that it takes way too long, and they aren't wrong.
Is my issue the same as yours?
Has Microsoft finished the fix for this yet?
Essentially, our ideal call flow is Auto attendant > call queue > receptionist.
Unfortunately the handoff from AA to CQ takes a solid 5 seconds. Add that to the initial connection from the caller to AA (about 1 second) and then the handoff from the CQ to the receptionist (about another 2 seconds) and you have a SOLID 7+ second delay from the time someone dials to the time they talk to someone even if the receptionist answers IMMEDIATELY.
Clients have complained that it takes way too long, and they aren't wrong.
Is my issue the same as yours?
Has Microsoft finished the fix for this yet?
- Jonny MarlboroughSep 20, 2021Brass Contributor
That sounds like the same issue we have. I've not tested in a while but I've not seen any announcement that it has been fixed yet, and from people's testing in this thread it seems to still be a problem.
- _PeterL_Oct 11, 2021Copper ContributorIs your tenancy in a different region to the call queue members? (this was my scenario and I was getting the delay - we managed to resolve using some other SBCs and essentially relaying the call from SBC to SBC so that it breaks out in the same region as our tenancy.)
- YouGotServeredOct 11, 2021Brass Contributor
_PeterL_ Ours is all the same region.
Sadly due to this issue and the continual Teams outage (like the one last week due to a bad update that MS had to rollback due to lack of good QA), we have been instructed to look for a replacement ASAP.
Microsoft's horrendous and slow support is not acceptable for something as critical as phones, ESPECIALLY when we've had 3 outages in the past 6 months (NOT including the bandwidth.com DDoS attack which I can't blame MS for). Our clients want a vendor that they can actually call and get resolutions from instead of essentially throwing a ticket into a volcano. Most of our Teams issues have gone unresolved with support. We've been told to wait months for resolutions that never come.
Teams is a good platform, but not for traditional calling I'm afraid.
- ATKaiSep 16, 2021Brass ContributorYes it's the same issue. In our case we have a AA which transfers the call to a CQ and it takes about 8 seconds. Which is way too long. According to MS there will be a fix which reduces the transfer time to 1-3 seconds. ETA is Q3/Q4 2021.
- YouGotServeredSep 16, 2021Brass ContributorI'm REALLY glad to hear that MS is working on this. There's only a few days left in Q3, so hopefully we aren't looking at late into Q4. Realistically, it needs to be closer to 1 second, not 3 in order to give the impression of a professional grade, speedy phone system.
We came from an on-prem system which we all knew would be faster than any cloud-based platform, and this was expected. For things that used to be immediate, I prepped our users to expect a 1-2 second delay for most things (initiating, answering calls, transfers, etc), but anything above that is really tough to swallow when everything else used to be nearly instant.
By the way, our workaround to get past the CQ handoff delay is that it goes AA > Generic reception user account, and we have logged into the reception account directly and added receptionists as delegates, and then set Teams for the reception account to "also ring" delegates. Janky, but it works with some drawbacks.- BTschSep 16, 2021Copper ContributorI have a client where from the time they dial the number and hit send on their cell phone, it takes 37 seconds for it to ring at the branch location - single auto attendant, single call queue - 3 users in the call queue. Will be doing some testing tomorrow and opening a support ticket. But sounds like the same issue.