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mike_pont's avatar
mike_pont
Copper Contributor
Mar 09, 2023

Teams AA not transferring to VM for SIP Gateway callers

Hi - We are attempting to build a Teams AA for our IT Help Desk service. The after hours call flow goes to an after hours AA and we play an audio file instructing the caller for non critical support issues to select an option to leave a voice mail message with their details which will be actioned during office hours.

If the caller is calling from PSTN/Mobile or native Teams client or phone the transfer to VM works fine.
If the caller is calling from a Teams SIP gateway connected phone the transfer to voicemail does not occur and the caller gets bounced back to the first AA in the flow.  We are about to roll-out a bunch of Poly VVX450 handsets on SIP gateway and they need to be able to call the support desk and leave voicemails.

We've logged a ticket with Microsoft and it's been bouncing around for weeks without result. We have a Direct Routing configuration with Ribbon SBCs and Telstra SIP trunks in Australia. Wondering if anyone else has run into this issue?  

microsoft teams
  • Thorsten Pickhan's avatar
    Thorsten Pickhan
    MVP
    Mar 16, 2023

    Hi mike_pont,

    as the call is started by the phone connected to the Teams SIP gateway and you call an Auto Attandant, the call is managed by the Teams platform and will not transfer the SBC or your SIP trunk.

    So, I guess it is a Microsoft internal issue and you must wait for feedback and solution by the Microsoft support.

    As a workaround, you can try to forward the call from the Auto Attendant to a call queue, set the call queue length to 0 and configure a call forwarding to the voicemail as disconnect action.

     

     

    Of course it is only a workaround till the Microsoft support finds a solution.

     

    Best regards,

    Thorsten

    • mike_pont's avatar
      mike_pont
      Copper Contributor
      Mar 16, 2023
      Thanks Thorsten,
      We've tried routing via a zero length CQ and then forwarding to VM from there but we have the same issue this way as well. It's in the hands of MS now. Another possible option which we've yet to try is routing all calls to the Help Desk AA number from SIP GW connected phones out via the Direct Routing trunks to the PSTN and back
      • mike_pont's avatar
        mike_pont
        Copper Contributor
        Mar 23, 2023
        Hi - we've got a work-around until MS fix the issue - we have allocated a spare number on our SIP trunk that's not configured in Teams and configured a number translation on the Ribbon SBC to convert calls to that number to the Help Desk AA number, so the call trombones via the PSTN Direct Routing SIP Trunks and back to Teams - it's a bit convoluted but seems to work ok

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