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Error when redirecting calls from AutoAttendant / Call Queue to any when calling from PSTN

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Highlighted
Jakob Schaefer
Occasional Contributor

Hi,

we´re using Teams Only (migrated from S4B Hybrid recentry) and have configured Direct Routing. It works fine in general. Now I want to configure some Auto Attendants and Calling Groups and get some trouble here.

1a: I´ve created an AA and chose the option to forward the call while business hours to a person or voice app. When i call the AA from external the AA responds with the welcome message and than it says that it unfortunately could´t help me. Then it ends the call. When i try to call it from a internal Teams Client it works fine.

1.b: I´ve created a CG and configured that it should forward the call to a person when nobody picks up the call. When i call it from external the CG welcomes me, when the timout occures the call ends immidiately. When i call it internal it works like a charm.

 

I cant´find any voice policy etc. which activly disallows redirecting calls when i call from PSTN. 

When i redirect my personal teams to another mailbox etc. and call it from external it also works fine.

 

Do you have any idea where i can search for the reason of this  unexpected behaviour?

Regards

Jakob

16 Replies

@Jakob Schaefer 

 

Do blind and consultative transfers work with direct routing through the SBC that AA calls are routing? 

Similarly this does not work for us and a few other tenants we have tested in (not all tentants).
Symptom: Any external call, any type of transfers fails to connect.

 


 

I´m not sure what this kind of redirects are. We´re using an audiocodes 800 SBC which should be fully supported for teams. I´ve used the audiocodes manual and various blog articles to generate the config. I can´t exclude that i´ve done some configuration errors.



But, after reading @adam_321 comment I proved this also. I have also problems when redirecting pstn calls to another Teams participant after answering the call.

Solution

@Jakob Schaefer , @adam_321 

 

Teams Direct Routing will send a Refer to the SBC for all call transfers. Please follow your SBC documentation to setup Refer correctly. 

 

For AudioCodes, this requires that the IP Profile for Teams and PSTN provider are configured correctly for Refer and Replaces. Additionally, an IP-to-IP routing rule needs to be configured to handle the Refer from Teams. https://www.audiocodes.com/media/13253/connecting-audiocodes-sbc-to-microsoft-teams-direct-routing-e...

This issue is a bit deeper then just REFER, fixing Refer problems still makes calls that hits AA brake on answer. While im not using and AudioCodes i was experiencing the samme issues runing the Ribbon Core SBC. We had allreddy fixed issues relating to REFER so we knew at this point it wasent REFER that was the issue.

 

After a dialog with Ribbon we got told that they had seen simular issues where calls disconnec the momen an agent is about to answer.

 

To fix the issue and stop the call from instantly "hangup" we had to Suppress the Replace tag.

For Ribbon Core solutons this means activating "Option tag in supported header"

after doing this AA and CQ are working fine with Direct Routing.

@Stig_Atle_Haugen 

 

Thanks for sharing. I did mention refer and replaces need to be configured correctly :). 

 

I had not heard of issue with Ribbon Core with AA/CQ and have not seen this issue with the Edge series. Do you know if the Core docs were updated to follow the change for replaces you needed to make? 

 

Thank you! i´ve reviewerd the IP Groups Settings from the manual again and changed some settings. With some additional Message Manipulataion Rules (https://thamaraw.com/2018/11/20/fix-external-call-transfer-in-direct-routing-with-microsoft-teams-au...) it now seems to work fine!

I missed the replace part (was reading a bit fast)
I have not found anything about it it in the Core docs before, but haven check the doc the last week.

EDIT!
Have checked up on the documentation at its there now -> heres the CLI line for those intrested

its also worth nothing that theres changes in the config regards to the SipTrunk group for those who have old configs.

 

set profiles signaling ipSignalingProfile TEAMS_IPSP commonIpAttributes optionTagInSupportedHeader suppressReplaceTag enable

 

set addressContext default zone TEAMS_ZONE sipTrunkGroup TEAMS_TG signaling methods update reject

Thankyou for the quick response all and @Stig_Atle_Haugen thankyou especially for providing your experience on this!
We will definitely try this straight away and recheck our sbc setup and try option tags on the SIP profiles in one of our test tenants!

 

It is also possible they have updated the guide since we first implemented last year (so will recheck) and may explain why it queues still work if they were created pre-v2, but post v2 they don't.

 

I cant reiterate how grateful I am.
After weeks of checking our setup, testing and escalating with Microsoft, not getting acknowledged and waiting two days at a time for a response that is more frustrating than the last (e.g. are you sure the user has a phone system license) we were running out of hope.

Today we even had a ribbon senior engineer come in to our office and they validated our setup and confirmed that other tenants had vaguely similar issues and made us feel again we were helpless.

Even if it isn't the quick fix described (seems like it will), it gives us a lot more faith being able to communicate with people who are informed and know what they are talking about!

Thankyou

@Stig_Atle_Haugen 

I'm fairly new to SBC configuration, I'm running a Ribbon SBC 1000 on 8.0.2, and having the forwarding issues. At first the auto attendant just notified the caller directly that the destination couldn't be reached, but now it sits just silent for a long time before it gives the message that the destination cannot be reached. 
I've configured the REFER options as described in the link earlier in this thread. Now I'm reading your post and it sounds to me that I also haven't configured anything concerning the "replace part".

Could guide me on how to configure this? I do not understand the CLI lines that you state here? Is there an option to configure this in the web GUI?

 

Thanks a lot. in advance

@Ronald van Ackooij 

 

Stig was providing guidance for Ribbon Core. You have an Edge version of the SBC and should follow this documentation: https://support.sonus.net/display/UXDOC70/Best%2BPractice%2B-%2BConfiguring%2BSBC%2BEdge%2Bfor%2BMic...

Thanks, I've already run through that procedure a couple of times and the settings are exactly as stated. At the moment the call attendant doesn't reply directly with the message of destination not reachable, but will wait about 80 seconds until the message comes, and then tries the operator, which lasts even longer before notifying unreachable and hangs up.

@Ronald van Ackooij 

 

Someone reached out to me with similar issue. In their case they are missing message manipulation and what we're seeing in call flow from SBC that the 2nd Notify after the Refer contains a 503 service unavailable error rather than a 180 Ringing. They also shared that the docs were recently updated to include the message manipulation. 

https://support.sonus.net/display/UXDOC70/Best+Practice+-+Configuring+SBC+Edge+for+Microsoft+Teams+D...

Apologies in advance if this isn't your issue. Please reach out to me 1:1 to provide contact header information from our service which will include a call id, for example 

CONTACT: <sip:api-du-c-uswe2.pstnhub.microsoft.com:8000;transport=tls;x-i=...................

@Ronald van Ackooij: sorry for the bit late answer, im currently at hollidays.

Yeh as Carolyn states; the CLI is for the 5000/7000 series.
The 1/2k has a sligthly diffrent setup, and it shuld be a bit easier to setup, as its a bit more "out of the box" by runing the wizards.

I think Carolyn's answers above here shuld be pointing to the rigth direction. I have a few 1/2k's laying around but havent tried them with teams yet, they are mostly runing against Skype for now (must migrate soon but you know, having time an everything :) )

Let us know if you cant figure this out and i will try and get one of my 1/2k's up and runing and see if i can replicate the issue.

Hi @Stig_Atle_Haugen ,

Thanks for your response, hope you're enjoying your holidays! 

 

I've run through the documentation multiple times now, and as far as I can see have done exactly as Ribbon states in the documentation. However, I'm not getting it to work. 

 

When I call the AA I am able to see in the monitor that there is a connection from the PSTN to the Signaling Group of Teams, then when the forward happens, I can see the call coming back into the SG of Teams, but is dropped immediately. However the caller is still waiting on the line, but nothing happens.

 

 

SBC-Incoming-forward-AA.jpg- FXO Module 2 (2) shows incoming PSTN Call
- Phone System SG (4) shows incoming PSTN routed to Teams

- Phone System SG (2) RS is receiving the forward back from the AA in Teams, however this is dropped immediately. 

 

 

 

Hope you guys can help me out here. 
BTW, have a little patience with me, the SBC Voice side is not something I'm experienced in. 

 

With kind regards,

Ronald van Ackooij

 

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