Teams - Direct routing - Auto Attendant and Call queues

Configured AA and assigned a number 

 

press 1 - selected a voice app- resource account. This resource account is associated to  Call queues where all the agents are present. 

 

When external caller A  020 XXXX 6700  makes a callto  the AA number 020 3XXX XX63 he hears the greetings and welcome prompt.  

 

Hears press 1 for Department . When 1 is chosen call is dispatched to call queues 

 

When one of  the agent in the group answers the call,  Teams is making an outbound call from Team member ( 020 3XXX XXX4)  to the external caller A 020 XXXX 6700.

 

External caller A he sees a second call  in display coming from ( 020 3XXX XXX4)  he answers that and voice is established with the agent.   First call on caller A handset is still on hold. 

 

if external caller is not having a digital phone, he will never see the second call on his display and will be missing the call.

 

How to ensure AA/CQ is not making outbound call to establish the call with external caller? 

 

We are using Audiocodes SBC.