Forum Discussion

Iron Contributor

Feb 27, 2022

Solved

Unable to hear caller from call queue and auto attendant

Hi everyone, We are trying to set up an auto attendant that will work at specific hours a day during those hours will transfer the call to a call queue where there are multiple representatives wa...

StevenC365
Mar 01, 2022
RahamimL Your SBC should be configured as per the manufacturers guidance for integration with Teams, then should then allow all the required features for calls to be redirected. It's relatively common in a case like you describe for a step to have been missed in the SBC config that preventing the redirection happening correctly.

StevenC365

MVP

Feb 28, 2022

RahamimL How does the call get into Teams, are you or your local provider managing the SBC. I would suggest that's where the problem lies, something in the SBC isn't accepting the redirect. Check the SBC configuration precisely.

RahamimL

Iron Contributor

Feb 28, 2022

I figured as much, to make sure I understand, if I want a call to be redirected from AA to CQ and the ability for the agents and the caller to talk to each other, the line should be configured by the SBC to allow such redirection?

Thanks for this, Rahamim.

StevenC365
MVP
Mar 01, 2022
RahamimL Your SBC should be configured as per the manufacturers guidance for integration with Teams, then should then allow all the required features for calls to be redirected. It's relatively common in a case like you describe for a step to have been missed in the SBC config that preventing the redirection happening correctly.