11-04-2019 02:10 AM
11-04-2019 02:10 AM
There was a time I found out during my tests of our Direct Routing implementation that Microsoft made its promises happened and Music On Hold started to work on regular PSTN calls to Teams users.
It was a time when I got a report of the new "issue". Users complained it takes too long until the call is put on Hold after clicking on the button. I was just curious what happened because I remember from previous tests this was just matter of second but users reported 4 seconds. Hmmm....
Then I realized I can hear the music ... wohoooo ...
So deeper deep dive showed that Microsoft is handling Hold and Music on Hold in very specific way. At least for me.
If you click Hold in Teams during the PSTN call you are basically transferring the call to another Teams "user"/object which is playing music for you. You can even hear the very short ring!
Very confusing for the caller on PSTN side but I believe it's about way how you want to handle the Ring message on your SBC at the end. Good reason I believe not to change that behavior because of other reasons.
And that's also the explanation why it takes so long time! Imagine with Direct Routing following scenario (below is SIP trace for better understanding)
1/Teams proxy is sending REFER,
if you have your SBC setup in proper and recommended way then
2/ SBC sends invite back to Teams Proxy,
3/ then you have Ringing in place,
4/ all the SDP exchange of media sources (we are also running Mediabypass so imagine all ICE lite story happening) and boom,
5/ your call is on hold aka transferred to something else than your Teams user.
Obviously the other way around, I mean getting the call back from Hold, is somehow reverted process but without REFER. Teams proxy basically sends new INVITE but now with Teams users media sources. Also takes a while and some users might be confused that they did something wrong or call is gone?!
So at the end it's not 4 seconds but slightly around 3 (users are exaggerating a bit, right)
I believe that this way of handling MoH is also reason why it will take some time until Microsoft will provide also MoH for Transfer function in Teams. Now if you click transfer or consult transfer the Teams Proxy sends Invite with inactive media session so might be another confusion for PSTN caller that there is just silence.
Looking forward for Microsoft delivering these features for 100% and even more I would be happy to provide our management their own company MoH (not only on queues or AA ;) but for users)
Hope this article helps some of you
01-13-2020 02:10 PM
I am seeing the same issue across three seperate Direct Routing instances I have configured.
Do you have any links to other resources that discuss the problem?
01-14-2020 10:05 PM
I haven't found any other.
But since I wrote this article I did some other tests and I believe that there is something also on side of the Teams app and server side communication (I mean not only SIP part of the communication while Direct Routing is involved into the call) because that delay in response of the app after pressing Hold and Resume button is also on regular Teams calls between two Teams users. Not so long like with Direct Routing calls but it is still something that could confuse users.
01-15-2020 07:07 AM
Hello Dave, Quick question:
"I believe that this way of handling MoH is also reason why it will take some time until Microsoft will provide also MoH for Transfer function in Teams. Now if you click transfer or consult transfer the Teams Proxy sends Invite with inactive media session so might be another confusion for PSTN caller that there is just silence. "
Does the above paragraph mean that MoH is not working with transferring PSTN calls via Direct Routing? if yes, is there a way to know when it will be released and working?
01-16-2020 12:41 PM
that is exactly what I can confirm is the behavior on calls.
If you do Hold - MoH is played to other side - you cannot transfer call as option in menu then
If you do transfer - there is silence to the other side - you can transfer to user/number
If you do Consult - there is silence to the other side - you can chat, call and then transfer
This is indeedy another very basic that I would like to already see resolved, same as custom MoH. But no indications when this will happen so far on public.
05-19-2020 01:50 AM
I have come across a similar issue. I'm afraid I'm learning but still a bit of a Noob so my terminology is not as fancy as others... Hopefully I'm able to express the issue though...
Situation: An external call is received into Teams, and then a Consult with Transfer is started to an internal Teams member. The option to call in the consult box is used but the Team member doesn't answer their phone. When the call goes to voicemail, the person transferring selects either "stop consulting" or the red hang-up button. This takes you back to the original call on hold.
Issue: when retrieving this call off hold to speak to the original caller, there is some noise in the line but the call doesn't connect.
Temporary work-around: Have to put the call back on hold then retrieve from hold and the caller is there.
Question: is there a reason why this is happening, and how can I fix it?
Thanks in advance.
05-27-2020 12:30 AM
I am sorry I cannot put more light on this issue as we do not experience such so far.
Do you really see this issue on all users?
What do you see on your SBC on SIP traces? That would be my source for searching an answer.
07-14-2020 07:46 PM
07-29-2020 12:54 AM
Thank you for sharing, I would not say that there might be still missing infrastructures for some regions
But what I see on our tenant is that they improved the time for transferring the call to the bot.
Still that ring to calling party which is put on hold and transferred to MoH bot is confusing but it is what it is.
07-29-2020 04:52 PM
A little update from our end on this issue. My IT Manager has put in a ticket about ensuring the correct zone is being used for the hold bot, as we are in Australia. They were quick to get the ticket underway but I haven't heard anything further in the meantime though.
What HAS made a difference, though, is that on my call queues I have opted in to the Conference Call option. This has increased the speed of answering by quite a few seconds, and we are now only having to press resume once and the caller is coming back straight away!
We just made sure we were using the protocols as in this instruction:
Thanks all for your assistance, it's great that we can work together to find solutions for these issues.
09-16-2020 11:20 PM
We are still seeing on hold delays of 3-10 seconds for Teams Direct Routing calls to individual users.
I have also been talking to our SBC support about the transfer silence issue. They have advised that some Telcos actually inject their own MoH when Teams sends a re-invite after the user presses "Transfer" in the Teams client. The 2 largest Telcos in Australia (Telstra and Optus) do not inject their own MoH for re-invites they receive that have a=inactive or a=sendonly in the SDP. For these carriers and many others, you need the SBC to intercept these re-invites and inject a MoH audio stream on behalf of the Teams user.
If injecting your own MoH at the SBC you may have an issue for blind transfers. Blind transfers start with a re-invite from Teams on first "transfer" button press, but then after you enter the phone number and press "transfer" a second time to complete the transfer, Teams sends a refer with no SDP to notify the SBC that a=sendrecv now. Could be that some SBCs are able to deal with this however.
It would be good if Teams actually acted more like a PBX and did this stuff on its own.
09-17-2020 12:52 AM
@Gasmanz Thanks so much for that information - I'll have a look into the MoH options as it would be great to be able to change that up.