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Auto Attendant and Call Queues with Direct Routing

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@WayneMK See my note about the Ribbon issue here https://ucgeek.co/2019/07/microsoft-teams-call-queue-no-audio-with-swe-lite-direct-routing/

 

There is a known SWe Lite issue. There is a fix available however it is for private release only at the moment. If you have logged a ticket with Ribbon they should be able to help. If they dont know about the issue push to have the ticket escalated.

 

@Andrew Morpeth thank you. Refer is configured correctly. I plan on reaching out to Ribbon on Monday. It is good to know there is a fix.

@Andrew Morpeth thats really helpful

 

Many thanks for sharing this - i will reach out to my Ribbon contacts to get this fix applied on our SWeLite

 

 

@WayneMK@Andrew Morpeth@Carolyn Blanding (MS TEAMS)  I re-opened my ticket with Ribbon and they were able to provide the "private build". I deployed it tonight and was able to successfully get two way audio on CQ calls. I will do more extensive testing tomorrow, but for now, it looks like this resolved it. I was not provided any explanation of the root cause, however.

@John Joseph We have also tested the new private build. One issue we had during our testing is that there were periods of 15 mins at a time where the SBC didn't respond to incoming calls at all. It's not something you would actually notice unless you were continually sending calls to the SBC but we found on a number of occasions for anywhere up to 15 minutes at a time, the SBC just didn't respond to invites. We did not get to the bottom of it and have since stopped testing but just something to look out for in your testing. Ribbon did say that none of their other customers were able to replicate the issue. 

@amalee I plan to do more testing tomorrow. I have made about 1/2 a dozen calls, so far. One thing I just checked is to see if we could assign a Direct Routing service number as the outbound calling ID and it does not let you. Obviously, as a work around, we can do that on the SBC, so it isn't a deal breaker, but still seems to be an oversight. How often did the outages occur during your testing?

@John Joseph On one particular day of testing the outages were occurring 2-3 times an hour and were quite consistent. On other days it was quite intermittent but it did happen every time we tested. Our sbc was located in Azure so maybe it was something to do with the network rather than the new version of software.  Ribbon did say they had a few people testing the new software at the same time I was and they had not had any other complaints of a similar issue. I just wanted to give you the heads up as that was a massive deal breaker for us. I'd be interested in knowing if you experienced the same issue. In regards to the outbound calling ID I am pretty sure we handled that inside the sbc also. Let me know how you get on.

@amalee @Carolyn Blanding (MS TEAMS) 

Hi, I have done more testing. It looks like the fix only works for the Teams soft client. We are seeing a re-occurrence of the issue with answering CQ calls from a 3PIP phone.

 

End Point

Call Queue (Cloud Service Number)

Call Queue (Direct Routing Number)

Auto Attendant -Transfer to user from directory (Direct Routing Number)

Auto Attendant Transfer to Queue (Direct Routing Number)

DID Assigned to User (Direct Routing Number)

Teams Soft Client

Successful

Successful

Successful

Successful

Successful

Polycom VVX 411

Successful

Failed – VVX answers and hears silence. Caller continues to hear music on hold. When VVX hangs up, caller is transferred to voicemail (timeout action). Timeout is set to 15 seconds and transfer actually happens at 28 seconds. If VVX answers, transfer will be delayed until VVX hangs up.

Successful – User answered on VVX and we had two way audio

Failed – VVX answers and hears silence. Caller continues to hear music on hold. When VVX hangs up, caller is transferred to voicemail (timeout action).

Successful

 

I have submitted my results to Ribbon and will send them to Microsoft next.

Thanks,

John

@John Joseph Can you tell me the private build version number so i can request it myself

 

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