Calls go silent when transferring from an AA and CQs to an agent

[Mondas]

In my AAs and CQs when i transfer directly to an agent the caller gets an automated message saying "your call is being transferred" then silence until the agent picks up. No ringing tone, nothing.

Most callers hang up thinking its a problem. Can this be fixed? Is there anything i can do to fix this?

Its such a major issue for us using teams calling. 

Does anyone have an update?

[#2]

@Mondas what settings you have in the call queue for greeting and music ? 

 

[#3]

exactly what you have on screen, no greeting and play default music.

[#4]

add a greeting message to your call and try to transfer a call to an agent from the auto attendant.

[#5]

tried, same thing. I even made sure my calling policy has "Music on hold for PSTN calls" enabled, thinking it was that.

[#6]

you issue occurring on a specific call queue or on all call queues? your greeting message in auto attendant is working fine?

[#7]

My main issue is on an AA. I created a menu option. Option 1 is redirect to 'person in the organisation'. When i test, i call the AA then press 1, the system says "please wait while you call is being transferred' and then it goes completely silent. The destination side rings but the caller is left with silence until the destination picks up..

[#8]

is that person is licensed with a calling plan license. ?

[#9]

yes, licensed.

[#10]

what is your dial the user with the extension and not from the key menu options? so the user is not in a call queue your transferring to him directly from AA

[#11]

So thats really interesting, if i choose redirect to 'external phone number' and put in my DDI instead i get the ring tone. SO it seems the issues is with redirecting to 'person in the organisation'

[#12]

create a call queue and put that person as an agent in it and add that call queue in your AA to redirect as an voice app and keep the the music default in your call queue settings

[#13]

With a CQ I get the music.

So to confirm:

AA-> Person in the organisation = Silent
AA-> External Phone Number = Ringing
AA-> CQ ->Person In CQ = Music

[#14]

absolutely correct !!! thanks for the updates and let me know if you need further assistance

Please click Mark as Best Response & Like if my post helped you to solve your issue. This will help others to find the correct solution easily.

[#15]

Thanks Elie, using an external number works as a workaround doesn't solve my issue. If I want to transfer to a person in my organisation the call still remains silent.

I wouldn't want to change all of my AAs redirects to an external number as we would need to find out each destination DDI and also I assume it would cost us to transfer the call out of the system only to come back into the system, is this not correct?

Having a CQ just to get through to a person in the org is messy as we'll have lots more CQs to manage.

What are your thoughts?

[#16 · Accepted solution]

I just tested your scenario in my AA by setting key 4 to a person inside the organization. and it say please wait for your call for being transferred and then the ring sound of teams while calling the user but in my case I don't use direct routing all my phone numbers are in Microsoft. the person  I am redirecting to is licensed with E5

[#17]

Hi Elie,

Many thanks, so potentially its around direct routing and how Microsoft sees it. I guess for now we can direct to external phone number to get the ringing if we get complaints from the end users.

[#18]

@Mondas try to set the calling policy for the user as "Allow Calling " and test it 

[#19]

thanks, thats the next plan to see if something is conflicting in the calling policy 🙂

[#20]

Tried that, no difference. Will speak to my provider to see if its something their end, though the SIP call comes into teams fine, just the routing within teams with the issue. I'll wait for Microsoft to get in touch with me too (although its been a while since i posted the support ticket).