Forum Discussion
Issue with Call Group and Direct Routing
Hello, When someone call the phone associated with the "Call group", all the Teams Apps in the group are ringing. But when someone pick up the call, it's not really picked up, there is a call th...
nkarp You talk about a "Call Group", but then you mention that the person calling is "hearing the music", which sounds like a Call Queue. Can you clarify which one you are referring to?
If it is a Call Queue, can you check whether the person calling has Call Forwarding enabled? If so, that is likely what is causing the issue. When an agent answers a call, it is actually placing a call from the agent to the caller on the back end. If the caller has Call Forwarding enabled, this call can't go through.
I had the same issue and opened a ticket with Office 365 support about it. After many weeks of back and forth, I was eventually told that this is "working as designed".
Ryan Steele I found an issue on my side on the audiocode config.
It was not handling the "referer" message correctly. It's working as expected now 🙂
Nick