How to create a call trace on MS Phone System?

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Super Contributor

Hello,

 

we are using MS Teams Direct Routing and are experiencing something, which looks like call loops about once every month.

 

The users behind a call queue see a popup in their Teams client about a new inbound call, one person within the team accepts the call, the Teams client shows "Transferring...", but the call gets canceled after a few seconds, just to make the popup about an inbound call reappear for the whole team after another few seconds.

 

This repeats for several minutes until stopping suddendly without any further user interaction.

 

Our SBC only shows a single inbound call, which has been transferred to MS Phone System successfully with roughly the timestamp of the first call popup.

 

While we can generate comprehensive call traces on our SBC (which doesn't help in this case obviously), that doesn't appear to be possible on MS Phone System.

 

How can we find out, what MS Phone System is doing in such a situation, because we would like to identify the root cause in order to avoid unsuccessful calls from our customers and annoyed users in our call group.

1 Reply

@IBN 

Since the community has not yet responded to your post, you might want to seek assistance with other resources that are focused on tech support:

 

  • Ask your IT manager to open a support case or call Microsoft using the support line you were given.  Other options for business subscription admins are listed here:

Get support | Microsoft Docs

https://support.serviceshub.microsoft.com/supportforbusiness/create