Working with Teams Voice and getting authentication codes from banks

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Occasional Contributor

HI,

 

We are a small financial services firm and have pulled the trigger on the move to Teams voice. So far, it has been working somewhat, but by far, the biggest issue we're having is getting bank codes from banks when trying to log in. We can't change the number on file with the banks without getting an authentication code, and we can't get authentication codes because the AA times out the recording before we can pick it up. 

 

The way we have it set up is the main number (the number the banks have) is set to an AA. The auto-attendant allows callers to hit 0 to get an operator. Also, the AA times out after repeating the message 3 times and transfers to operator. If the operator doesn't answer after 15 seconds, the call forwards to hunt group which rings all users. 

 

If there was a way to set the AA to not repeat 3 times, it might work. There is no way to tell the banks to press 0 and we can't change the numbers (I was suggesting users change the numbers with the banks to their direct line) without getting the codes. 

 

Has anyone dealt with this before? Any suggestions? Thanks in advance.

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