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Microsoft Teams Call Transfer Issues

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Hi All,

 

We currently have a S4B phone setup at my place of work.  We have an Attendant which distributes calls to call queues and then answered by the support team with Polycom VVX 501 desk phones.  It has been working perfectly for a few months with no issue.

 

This week I have configured it so that all of my communication and a colleagues is solely done via Teams and the rest of the business continue with S4B.  The issue I have is when a user on S4B tries to transfer the call to myself or my colleague then the call does not transfer through, we are able to speak to the consulting person but when it transfers through it plays the hold music from the call queue that the call was delivered through.

 

Has anyone else experienced this issue at all and do you know of a fix?

 

Thanks

5 Replies
By switching your user over to teams only your essentially making the phone connect to teams back end as when it was on the other mode it was still connecting the phone to Skype side.

I believe the coexistence mode you’ll need for this to work right isn’t deployed yet. I don’t have to page to get the name yet. But pretty sure skipping from one side to the other only supports direct calls. Not call queues, transfers etc. just yet.
Thanks Christopher, makes sense!

@Christopher Webb - I know this is an old post, but we're just testing moving over to Teams ourselves now and are experiencing this issue. When we transfer a call, we're left on hold after the call transfer is completed. The call goes through, but the person that does the transferring is stuck on hold. How can we resolve this? The only way we've found to get off hold is to sign out of Teams and back in again.

@Christopher Webb you are not alone.  We just spun up our O365 tenant and had to go the all Teams only route.  The first time I tested it I found we were unable to transfer calls either directly via Teams (web and desktop app) or via Polycom VVX 411 Skype for Business Edition phones BTOE paired to Windows 10 Pro devices.  I opened a Support Ticket on 4/10/2019.  On 4/18 it was diagnosed by Tier 2 as a candidate for a bug.  No progress since then caused me to get it escalated via my awesome Microsoft Engagement Manager (Josh Krueger) to the Relationship Manager of a group called CSS CritSit & Escalations - Commercial.  They got a new tech assigned today who tested it with two users with web and desktop apps and collected log files for further analysis.   I'll let you know what happens with this.  If I can't get this resolved by weeks end, I'm going to have to ditch the Microsoft Phone System for a competing alternative.  

 

@BEPIT 

I want to report the success of the bug fix effort that resolved this problem for our organization through an escalated engineering troubleshooting effort that looked at server side data and log files gathered on our Teams clients (web and app) during testing scenarios.  We are now able to transfer incoming PSTN calls to other PSTN numbers (from Microsoft Phone System + Domestic Calling Plan and other) and to internal Teams numbers.  It took two weeks after our awesome Engagement Specialist (Josh Krueger) got involved and got the matter escalated to Joshua Dowiatt, Relationship Manager, CSS CritSit & Escalations - Commercial.  The same day I got engaged by a higher level of tech support, including an excellent tech named Anna from the Office 365 Next Team.  After the previous two weeks of no progress, the new team had the issue solved in two weeks. 

 

During this time I had interacted with multiple MSPs who reported having the same issue as we were all having.  I have let them know Microsoft now has a fix for this that, as I understand it, originates with errors in IP addresses being populated into the virtual edge servers they create for our tenants.  You should be able to get this issue fixed now.   

 

I want to say that the level of support I have received from both Josh's reflect a commitment to our small company by Microsoft that is what every company needs from it's strategic IT vendors.  With the unprecedented pace of change in their world-leading platform, this kind of thing is going to happen.  What matters is how they work with you through solving the more challenging issues.  In my experience, Microsoft's commitment to customer support has never been greater.  Kudos to the entire massive team that are all working together to bring us the unprecedented productivity gains we can unlease with their stack.  Add that to them leading with Open Data Initiative and ODM compliance in Dynamics and you get a winning solution for digital transformation to digital agility!   

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