Forum Discussion
Delays when trying to answer an incoming call cloudpbx
When callers call the main number, the Auto Attendant redirects the call to a Call Queue which takes between 7 to 30 seconds for the actual call to flow to the users.
This is so frustrating to our customers and us as an MSP. Microsoft Phone System needs some serious attention. There are a lot of issues that haven't been addressed since Skype for Business (Lync) online went GA.
After contacting Microsoft, here is what I got from them:
"Hi Hacene,
I spoke with my Senior Engineering Team and they stated that "confirmed unfortunately we can control the transfer time since it is based on phone lines". Unfortunately, there isn't any setting that can be put in place to control the timing. My suggestion would be to use the following link:
User Voicehttps://http://www.skypefeedback.com/
This is how MS engineers know what the user base is requesting and the more votes a suggestion has the more MS will listen. I apologize for the inconvenience.
Thank you,
Office 365 Support"
We have tested this again in the past 60 days. The delay that we were seeing has been reduced to about 2 seconds. This is much better than it was before. In some cases, this is still very annoying to people who are used to just picking up the phone and talking. It takes some training to wait for a second or two to start talking.
Thank you for your timely response. If I had a constant 2 second delay, we would happily live with that. Our issue definitely relate to going through the queue. We have tested a number of different ways over the last seven months. We could do a direct dial to the DID to the user and no problems. I should mention (if I haven't already) we have all Polycom VVX phones with the latest versions. 310s, 501s, and a 601 for the receptionist. We removed the headset from the 601 in case that was it. We have a delay that can go as long as 5 to 6 second and then continue to ring on the others in the main queue. I have had every vendor involved from Comcast, WatchGuard, Netgear, Polycom (numerous tickets), and Microsoft (more than numerous tickets). Any insight or ideas I am open to listen. At this point I would be happy to be the one who misconfigured things as long as it worked.
I mainly wanted to say thank you for the response, not go into my frustration.
David M.
In our experience, the queue delays had nothing to do with phones or internet providers. This was strictly a bug at Microsoft. If you have Advanced Support from Microsoft, ask for Julie and she might be able to help if you reference my name and this post. I wonder if your data center has not been updated yet. Meanwhile, our fix was relatively easy. We purchased a E3,Skype Addon and Domestic Calling plan for a dummy user. We funneled all outside calls to that user thru the normally configured call queue. We then configured this user thru the Skype client to be part of a team and to have other users phones ring at the same time as the dummy user. What this basically does, is that the dummy user "absorbs" that long wait to "answer" the phone. As soon as the delay period is complete, all people configured to be part of the team will have their phones ring. So no one on site really knows this delay even exists. The person calling in experiences a longer wait time for someone to answer, but that has not been a huge issue in the site that we did this for. Hopefully that helps until Microsoft can roll out the fix to your area.