Soliciting feedback on Auto Attendants and Call Queues - customer survey

[Marina Kolomiets]

In an effort to shape the next updates on Auto Attendant and Call Queues in Skype for Business Online Phone System, we would like to invite you to take part in customer feedback surveys we have prepared for you.

These surveys are open to all members of Tech Community, and designed to take just a few minutes of your time. Please click on the links below to start a survey in a new window:

Auto Attendants - Customer Satisfaction Survey

Call Queues - Customer Satisfaction Survey

Your time and feedback is much appreciated, and we look forward to hearing from you on your experiences with Auto Attendants and Call Queues in Skype for Business Online!

[Nicholas Semenkovich]

Disappointed to see the response: "Transfer delay between Agent and Caller issue (please open a support case via Office 365 admin center)"

We've had multiple tickets with no resolution -- and this is very well described on tons of forums and blog posts.

Incoming calls to Call Queues have a 4-5 second media establishment delay (with silence on the both ends of the call), which is infuriating to our users.

(We hackishly work around this using Team Call Groups (e.g. these first steps); but means we can't use Call Queues and is very disappointing.)

[Marina Kolomiets]

Thanks, @Nicholas Semenkovich! So sorry to hear that that you had to abandon Call Queues due to transfer delay! That's exactly what the surveys are aiming for - to prioritize the top adoption blockers for Auto Attendant and Call Queues. It would be great if you could fill out the survey and describe your experiences with transfer delay in the Comments section - I can assure you that the Product group will read every single response.

PS: The Engineering is currently drilling into the root cause of the transfer delay in Call Queues, and having fresh survey customer data identifying it as the top blocker way will help to ensure that resources keep being allocated to this.

[Jeffrey]

@Nicholas Semenkovich have you tried the Polcyom UC version 5.7? The release notes mention establishment of calls from the call queue as being improved. I've seen significant improvements since deploying that, though it's possible that it's coincidental and the improvements are on the SfBO backend.

Regardless though, it's still not perfect, taking around 1-3 seconds.

[Nicholas Semenkovich]

@Jeffrey Yep -- we tried UC 5.7 the day it was released (for bug EN-32447) -- however this didn't change our call pickup delay, so we switched to the weird Team-Call Group workaround.

With the Team-Call Group simultaneous ring, we have no appreciable delay for inbound calls on our Polycoms, which means the issue is with Call Queues on Microsoft / SfBO's end.