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November 09, 2021, 08:00 AM - 12:00 PM (PST)

Call going silent after being transferred to external phone number in Auto Attendant

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New Contributor

Hi there,

 

I have an Auto Attendant set up in Teams with an option that redirects to an external phone number.

 

When I press the option that redirects my call to an external phone number, I hear "please wait while your call is being transferred", then a few rings, then silence. I've tried different formats for the number, in case that is what is wrong, e.g.

 

  • 07912345678
  • +447912345678
  • 7912345678
  • +4407912345678

 

All go silent. The resource account for my Auto Attendant has the following licenses:

 

  • Microsoft 365 Domestic Calling Plan (120 min)
  • Microsoft 365 Phone System - Virtual User

 

I noticed that if I place the call using my Teams client (because I also have the phone system license), the call is put on "hold" when it goes silent, here is what it looks like:

 

ChristianMDU1910_0-1622636059084.png

 

Does anyone know what I am missing? I've tried diverting to a mobile and a landline but both have the same result.

 

Regards,

Christian 

2 Replies

@ChristianMDU1910 How are you providing PSTN connectivity? If you are using Direct Routing I would suspect something not right in your SBC configuration.

Hi Steven, this isn't using Direct Routing (yet). I'm trying to build a basic workflow to prove its concept but am failing at the first hurdle!