Forum Discussion
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...
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?
Yes 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.
- I'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.- I 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.
- BUMP! We are still seeing this? any update in this thread group? We have added a generic greeting but overall the transfer is still quite high.
