Aug 11 2020 05:53 AM - edited Aug 12 2020 03:44 AM
We have been testing Teams with Direct Routing trunks provided by a carrier partner. All inbound and outbound calls direct to/from Teams users connect without issue. We are using the Teams apps on Windows and iOS - no deskphones are involved yet.
I have a simple auto attendant set up which greets the caller with the text-to-speech feature, and then transfers to a queue. This queue plays the default music on hold while alerting queue members.
The problem I have is that a caller will dial the number associated with the auto attendant, the call will be answered within a couple of seconds, and then immediately the greeting will be read out and the user will be transferred to the call queue. There is then a silent period of between 5-10 seconds before the music on hold for the queue is heard - this varies with each call, at the lower end it's an acceptable delay, but when it gets to 10s of silence it really isn't workable. If I set the routing on the call queue to put the caller back into the auto attendant after a wait period this happens without any silence - the maximum wait period for the queue is reached and the greeting is played as soon as the music on hold ends.
I am not able to determine whether the delay is happening within the auto attendant as it just waits after playing the greeting, or whether it's an issue at the start of the call queue. I opened a support ticket and was told that this delay is expected behavior and it is designed that way - the problem is that it's long enough for people to abandon calls as they think there is a problem. The queue is in conference mode, but this isn't an issue with users answering calls from queues so I don't think that is relevant anyway.
Is it true that this delay is expected behavior? Is it expected due to a technical limitation or is it really designed that way?
Sep 16 2021 08:29 AM
Sep 20 2021 03:33 AM
That sounds like the same issue we have. I've not tested in a while but I've not seen any announcement that it has been fixed yet, and from people's testing in this thread it seems to still be a problem.
Oct 11 2021 07:55 AM
Oct 11 2021 09:03 AM - edited Oct 11 2021 09:04 AM
@_PeterL_ Ours is all the same region.
Sadly due to this issue and the continual Teams outage (like the one last week due to a bad update that MS had to rollback due to lack of good QA), we have been instructed to look for a replacement ASAP.
Microsoft's horrendous and slow support is not acceptable for something as critical as phones, ESPECIALLY when we've had 3 outages in the past 6 months (NOT including the bandwidth.com DDoS attack which I can't blame MS for). Our clients want a vendor that they can actually call and get resolutions from instead of essentially throwing a ticket into a volcano. Most of our Teams issues have gone unresolved with support. We've been told to wait months for resolutions that never come.
Teams is a good platform, but not for traditional calling I'm afraid.
Oct 24 2021 09:59 PM
Oct 29 2021 11:29 AM
Dec 13 2021 03:57 AM
Jan 26 2022 10:42 AM
Sep 07 2022 02:26 AM
Sep 20 2022 08:39 AM
@krsandeep Same here. We have a ticket open with MS as well and they are acting like they have never heard of this issue before.
We are using @YouGotServered solution with delegates and that has helped but we really need these CQs to work quickly.
Sep 20 2022 08:46 AM
Jan 05 2023 03:56 PM
Jan 06 2023 01:31 AM
What we have found is that the problem only occurs in DirecRouting and not in Operator Connect.Therefore, we have changed our hotline number to an operator connect. Since then, we no longer have any problems.
@Szczipiorek
Feb 10 2023 03:55 AM
@Jonny Marlborough please vote for this to be worked on by Microsoft.
Jun 22 2023 08:21 PM
Jun 22 2023 08:21 PM
Mar 01 2024 02:33 AM