Calls go silent when transferring from an AA and CQs to an agent

In my AAs and CQs when i transfer directly to an agent the caller gets an automated message saying "your call is being transferred" then silence until the agent picks up. No ringing tone, nothing. ...

calling

microsoft teams

elieelkarkafi
Mar 24, 2023
I just tested your scenario in my AA by setting key 4 to a person inside the organization. and it say please wait for your call for being transferred and then the ring sound of teams while calling the user but in my case I don't use direct routing all my phone numbers are in Microsoft. the person I am redirecting to is licensed with E5

Mondas

Iron Contributor

Mar 24, 2023

With a CQ I get the music.

So to confirm:

AA-> Person in the organisation = Silent
AA-> External Phone Number = Ringing
AA-> CQ ->Person In CQ = Music

GPARRA650

Copper Contributor

Feb 27, 2025

I have a similar issue but we use Operator Connect trunk from a company called GTT, so:

OC -> AA -> User's Extension = Silent

Did you figure out any way to fix this?

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Calls go silent when transferring from an AA and CQs to an agent