Auto Attendant to Call Queue rings agents as "Call for Auto Attendant"
We've been using Teams Phone System as our main office system for a few years. Until recently, incoming calls to our main number was answered by an Auto Attendant that gives callers a menu to choose from. The options are tied to numbers (1, 2, 3, etc) that are linked to Call Queues. These queues are assigned to distribution lists containing the users who are to answer those calls. Calls would ring on the user's desktop app and the top label would say "Call from <Call Queue Name>". For the last week or so, all calls router from the Auto Attendant to a Call Queue ring the user's assigned to the queue as "Call from Auto Attendant" and do not display which queue the caller chose. Did Microsoft make a change to the previous behavior? Is there a setting I need to change somewhere so that users know which call queue the incoming caller has chosen?
Delay transferring out from auto attendant
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?Caller ring back for auto attendant redirect (Direct routing) - Silence while redirecting
Hi All, We're setup with ported direct routing telephone numbers and have assigned a phone number to a resource account, then the resource account is assigned on an auto attendant. When the auto attendant redirects to a user, the calling party does not hear any ring back, they just hear silence. Is this a bug, or is it by design? P.s we have the ring back bot setup (i.e. direct routing gateway setting - media bypass disabled) Thanks,