10-09-2018 03:36 PM
10-09-2018 03:36 PM
is there a way to assign direct routing phone numbers to Auto Attendants or Call Queues. That seems to be an obvious function but I have not found any documentation. It always refers to service numbers.
05-15-2019 03:03 PM
I was able to get an auto-attendant working with a direct routing number using Set-CsOnlineApplicationInstance -Identity firstname.lastname@example.org -OnPremPhoneNumber "+1##########".
Worked like a charm on a resource account I created last week and licensed with Phone System and E1. Didn't need to grant a voice policy.
05-15-2019 11:35 PM
05-16-2019 08:45 AM
I created the resource accounts in the Teams Admin portal under org-wide settings. Not aware of any other way to create a resource account that can be used by auto-attendants or call queues.
05-16-2019 09:25 AM
05-16-2019 10:50 AM - edited 05-16-2019 11:04 AM
Yes, it definitely took a good amount of time for the object to begin working to some extent. Supposedly working for CCE, but cannot say for certain.
We are attempting in SfB Hybrid mode, and appears the call is hitting the online application instance via the sip2.lgw.skype.com gateway. we are seeing an attempt to REFER by the resource object created, to a user(s) configured for all calls, (temporary), in the Auto Attendant.
At which point we receive a 486 ProxyCall is not in connected state. and a verbal message of "Sorry, I couldn't help, please call back..."
Interesting situation though. Let you all know what we find out.
05-17-2019 04:15 PM
I have setup Teams with Direct Routing.
I have a ticket open, but haven't heard back, after I provided detail.
05-22-2019 11:41 AM
@John Joseph agreed, those are some of the same issues I have seen with some of our clients when connecting Advanced Calling Features (AA, CQ) to Teams endpoints.
The case I am attempting is SfBO Hybrid with on-prem PSTn to CLoud Auto Attendant, just to see if it would deliver to SfBO endpoint and it seems it will not. I do acknowledge MSFT has stated it is not supported to any other endpoints other than Teams.
Having said that it was almost working, the number delivers to the Auto Attendant fine through the hybrid application endpoint and resource account pairing, just would never deliver to user endpoints. Guess they are still working on that.
Thanks for the input.
05-22-2019 11:59 AM
@Joe Williams I have not tried an on prem PSTN number with CCE AA and CQ (sort of like hybrid) in a couple of months (so not with the new architecture), but back then it wasn't working. About a year or so ago, we did a bunch of testing with CCE using a SIP hand off (converting it to SIP at the SBC) and it mostly worked, but was inconsistent (sometimes it would fail) and it definitely isn't supported by Microsoft. It would be interesting to try a SIP hand off with Direct Routing, but since Microsoft says that on prem numbers are now supported as service numbers, we are putting our efforts there. I have had a ticket open (for almost a week now - first agent mysteriously disappeared and I was assigned a new agent on Monday) and am jumping through the hoops. I had to:
Since I have now completed these items; today, they agreed to escalate my ticket and told me to expect to hear from the escalation team in 24 to 72 hours (depending on workload).
05-22-2019 12:09 PM
Interesting, definitely good information for the Direct Routing to Teams scenarios, appreciate that.
with the Hybrid we are not technically sending via Direct Routing, or directly from the SBC. we are routing through the skype for business on-prem environment, using the new cshybridappplicationendpoint objects, so a little bit different. In the end, for our client I think we are going to table this particular method and explore other avenues of setting this up, at this point.
05-22-2019 01:52 PM
@Joe Williams I have a few of clients that are hybrid (UM and AAs in cloud, but SfB and CQs on prem). It does look like that change is coming, as well and I will need to prepare for it, but haven't focused on that yet. I have a number of clients that are either CCE or pure cloud and I am trying to get my ducks in a line to move them to Teams. It looks like I am just about there. Just a little more testing and the on prem service numbers are a definite plus (for the CCE deployments => Teams Direct Routing). Right now, we have to hairpin those calls back out to the PSTN, burning two channels (either that or port the numbers to MS).
05-23-2019 08:38 PM - edited 05-23-2019 09:09 PM
@John Joseph we are having the same issue. Ribbon SBC sending calls AA & QC through to teams but no audio when the call is answered in teams. I have lodged a support ticket today. Can you please let me know if you get this resolved?
In my testing just now I have found that the issue occurs whenever you are trying to terminate a call to an O365 group as opposed to a person in the organisation. If you change your AA options to Redirect to Person in organisation you will find that there is 2 way audio.
05-26-2019 03:50 AM
05-26-2019 11:29 PM
@John Joseph Hello, we are facing the exact same problem with our customer. So it seems there is a bit more to it than a random error.
05-27-2019 08:23 AM
@Sascha Stops Yes, I believe that to be true. The “escalation” team contacted me on Friday and collected some logs. He said he was handing them off to another group. I won’t hear from them until tomorrow at the earliest.
05-29-2019 11:14 AM
we did not resolve it, it simply would not ring an SfBO endpoint after hitting the auto attendant messages. for the time being we are resorting to creating an EXO um auto attendant, until such time as it is either working or we are forced to migrate to Azure backend.
05-30-2019 04:18 AM
I am still unable to make it work. MS systems engineer who is asssigned to our account could not find any issues and asked me to open a support case. I have now opened a ticket with Microsoft and not sure how fast they would reply.
I can update you as I get some info.
05-30-2019 12:17 PM - edited 05-30-2019 12:21 PM
@John Joseph Hi John, I just discovered, what I think is a new behavior or maybe I just missed it before. An incoming call through an auto attendant now appears twice in the call history in the Teams client. First the incoming call from the CQ and then an outgoing call to the original caller.
I think last week it did only show the original caller's incoming call.
However the outbound part of the call does not appear in the call history in the admin center.
Is this something you are seeing, too?
05-30-2019 05:48 PM
@Sascha Stops I am also seeing the same behaviour in the call history. I have a ticket in with Microsoft as well. They have just asked me to send Fiddler logs. Logs have just gone off. I am waiting on an answer.
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