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]

@Mondasthis is unfortunately an issue still, we use direct routing as our phone numbers are hosted 3rd party. When directing a call to a person from an AA, silence is heard by the caller until the person in organisation picks up. Works when sending the AA to a CQ (voice app), however CQ's do not work with voicemail, example if the user has left early they can manually place all calls to voicemail, instead it just rings and rings. Sorry to jump on the thread but if more people have the issue, hopefully it gets some attention. I've raised it with Microsoft but gotten no where.

[#3]

Thanks, I thought it was just us with our provider. Yeah its extremely frustrating and really needs to be fixed. Can i ask who your 3rd party is, perhaps its the same one as ours?

If anyone else has this issue please let us know. I've raised it with Microsoft too...expect to hear back in 10 years.

[#4]

thanks for bringing up this , with the direct routing in Place you might also check with Microsoft since you have a session border controller connected with the thrid party provider, maybe they have something in the backend not routing as it should be

[#5]

lets us know how things will go with your MS call

[#6]

Got to send Microsoft further information:

Kindly reproduce the call and provide the following:

• Teams support logs
• Call ID of the reproduced call (from Teams admin center)
• Called international number.
• User number
• Time and date call was reproduced.
• SBC logs of reproduced call
• Get Csonline user for one of the affected users using PowerShell
• Provide fiddler log from desktop client.

Done this so many times but here we go again.

[#7]

@MondasWe use Gamma as our provider, they direct calls to our own hosted SBC. You've gotten further with Microsoft than i have, they keep blaming our telephone devices. We use Yealink if there's any other common denominator. But it occurs using the desktop application also with no phone involved. We're fairly new to Teams telephony but so far most customers are going elsewhere.

[#8]

Had an update here. We use Gamma too and we use a product called SIP2Teams. There is a workaround which i have been discussing with the SBC provider, which after the system says you are now being diverted it will begin ringing for the caller about a second afterwards. If anyone is interested (has the same platform) i can share what to do, though your provider also has to do something as well in the background as the functionality is not visible on the SIP2Teams portal..

Let me know...