Delay transferring out from auto attendant

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Occasional Contributor

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?

2 Replies
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Quick update on this one - the delay is also present when an auto attendant routes a call to voicemail. A simple AA that reads a greeting and then connects to a voicemail box for an Office 365 Group will pick the call up immediately, read out the greeting, and then there is around 8 seconds of silence before the voicemail greeting plays.

 

So the issue seems to be related to transferring out of the auto attendant, rather than into the group. As far as I know there is no way to get logs out of these voice applications yet that would provide traces.

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@Jonny Marlborough 

 

I've not seen it take as long as 8 seconds before, maybe half a second to a second. Are these Teams calls to the AA, or PSTN calls to the AA?

 

I know they introduced an option recently for Call Queues to use conference instead of transfer method, which speeds up answering calls for call queue members, but there isn't something similar for AAs.