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Teams Calling & Direct Routing Issues

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Richard Birtle
Senior Member

Hi,

 

We have activated calling in Teams for all employees of our UK Operation using direct routing with Audiocodes for SBC. We are having multiple issues and have logged several support tickets with O365 but seem to be getting no where... O365 support do not seem to know anything about calling or direct routing, does anyone know if there is an specific support for these types of issues?

 

Below are some of the issues we have been experiancing, please let me know if anyone has had these issues or could help with solving them?

 

- When a user makes an outgoing call to a customer or supplier, if an incoming call comes into a queue which that user is a part of and the customer or supplier answers the original outgoing call Teams places the outgoing call on hold and answers the incoming call.

 

- When answering an incoming call to a call queue via the mobile app the customer can hear us however the user cannot hear anything.

 

Any feedback on these issues is greatly appreciated.

 

Thanks.

 

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