Jan 08 2020 05:20 PM - edited Jan 08 2020 05:21 PM
Hi All,
We're setup with ported direct routing telephone numbers and have assigned a phone number to a resource account, then the resource account is assigned on an auto attendant.
When the auto attendant redirects to a user, the calling party does not hear any ring back, they just hear silence.
Is this a bug, or is it by design?
P.s we have the ring back bot setup (i.e. direct routing gateway setting - media bypass disabled)
Thanks,
Jan 09 2020 11:51 PM
Jan 10 2020 12:06 AM - edited Jan 10 2020 12:12 AM
Our SBC is hosted with Pure-IP, so I've forwarded on this article to them to check the config - I think they use ribbon gateways.
Are you able to confirm if you have an auto attendant with redirection to a user, and ring back working, when the call is in the process of being redirected?
Trying to get a straight answer out of Microsoft support is impossible.
Thanks.
Jan 10 2020 12:24 AM
Jan 10 2020 12:27 AM - edited Jan 10 2020 12:28 AM
The inbound call rings the number of the resource account assigned to the AA, plays a short greeting, then redirects to a user (receptionist). While it's being redirected, there is silence.
The operator is set within the AA as the same person, but it's my understanding that the call workflow only uses that if the caller key's in that they want to be transferred to the operator.
Jan 13 2020 05:43 PM
Any further suggestion on what we could do next?
Were you able to confirm if it works properly in your environment?
Thanks!
Jan 20 2020 01:19 AM
Jan 20 2020 02:24 AM
Hi Erwin,
We actually got it working in the end. There were some settings on the Ribbon voice gateway that our 3rd party direct routing partner host for us, which needed to be adjusted.
The user assigned as the resource account has the visual license assigned. The user who the call is being redirected, has an office 365 e5 license.
Dec 19 2020 12:29 AM
did Ribbon share with you the setting they had to change on the hosted SBC? we're having the same issue and getting nowhere with getting this resolved.
thank you
Mar 09 2021 03:50 PM
Apr 30 2021 02:31 AM
Could you share me the setting that you changed on the Ribbon SBC that resolved the issue?
Thanks,
Jazz
Jun 16 2021 09:19 AM
Jul 26 2021 05:18 AM