Forum Discussion
Delays when trying to answer an incoming call cloudpbx
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.
I have four customers on SfBO voice and they all experience about 4 seconds delay when answering a call queue. I was hoping it would be fixed with Teams, but my initial testing on Teams is a 6 to 7 second answer delay on call queues.
- If it does get worse with Teams it will be a deal killer for us.
Dave- After a year of problems, my client has decided to pull the plug. SfB is the worse experience I have ever had with technology and Microsoft support all the way to tier 3. Polycom has been the only company actually showing a desire to resolve to the point of setting up in their labs to recreate.
Hello Tom and Everyone,
Thanks for the post! This is exactly what I did to address the delay issue for now. However, that is not ideal in cases where you need more complex call routing. In fact, I encountered issues with voicemail and other routing issues. I hope Microsoft fixes this and makes Skype for Business (Phone System) usable. Otherwise, we might just stop recommending it and even deploying it.
Hacene Djelid
