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?
Select a "Caller ID" as "outbound Caller ID" from Call Queue and Auto Attendants
My PSTN connectivity is using "Direct routing" instead of "Calling Plan". and I saw the following document and it stated "Agents can select which outbound caller ID number to use with each outbound call they make". https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue Also, it mentioned in the following discussion: https://techcommunity.microsoft.com/t5/microsoft-teams/teams-call-queue-agent-outbound-number/m-p/2037035#M80835 However, when I make same procedure for Auto Attendant, it failed. Is it only applied to "Call Queue" ? Not for "Auto Attendant"?
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,
Auto Attendant issue
i have an issue in autoattendant : I logged in a Teams user (member of call queue set in autoattendant) on phone (Audiocodes c450hd) When this user tries to answer auto attendant calls, the call doesn't work : Teams user picks up the phone, the call seems to start (timer starts to go on), but the caller still listen the music on hold. This issue doesn't face in following scenarios: when I call the Call Queue number when in the AA behavior the call is directly routed to Teams user logged on the phone
Allowing Teams Call Queue and Auto Attendant lookup in Teams Search
Hi Folks, I'm curious if anyone has ran into this issue and how they may have resolved it/worked around it. We currently have enabled "Scope directory search using Exchange address book policy" in Teams. The problem then is we cannot lookup Call Queues and Auto Attendants from Teams as they will not show in the GAL. My preference is to keep the Scoped search enabled to limit certain objects in AAD from appearing in the search.How to hide auto attendant routing path from user?
Hi, I designed an auto attendant / call queue routing for our service desk. Basically, the entry point is always the AA. During business hours the call should be routed to the CQ. After hours and on holidays the caller should hear an out of office message and be disconnected. I created an AA resource account SVC-Teams-AA__Service-Desk with an on-premises phone number, and a CQ resource account SVC-Teams-CQ__Service-Desk without phone number. The problem is, that the caller can see that he is being redirected to the call queue and if he's smart, he will just call the CQ directly, skipping the call routing entirely. He is able to follow the redirection in the client, meaning that he first sees that he called SVC-Teams-AA__Service-Desk and seconds later he sees SVC-Teams-CQ__Service-Desk. After the call is finished he has both call queues in the recent chat view. As I explained, this is a major drawback. Any ideas how to hide the routing path from the calling user? He should always and only see the auto attendant he called.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?
Call going silent after being transferred to external phone number in Auto Attendant
Hi there, I have an Auto Attendant set up in Teams with an option that redirects to an external phone number. When I press the option that redirects my call to an external phone number, I hear "please wait while your call is being transferred", then a few rings, then silence. I've tried different formats for the number, in case that is what is wrong, e.g. 07912345678 +447912345678 7912345678 +4407912345678 All go silent. The resource account for my Auto Attendant has the following licenses: Microsoft 365 Domestic Calling Plan (120 min) Microsoft 365 Phone System - Virtual User I noticed that if I place the call using my Teams client (because I also have the phone system license), the call is put on "hold" when it goes silent, here is what it looks like: Does anyone know what I am missing? I've tried diverting to a mobile and a landline but both have the same result. Regards, ChristianAuto attendant "not available" error when calling its assigned number
Hi, I'm trying to setup a first "auto attendant" in Teams for our company but when I call the assigned number, it answer always with this audio error message "The AutoAttendantName auto attendant is unavailable ... please leave a message..." (translated from French). In summary, this is what I did: - request and get a block of 10 new phone numbers for our country/region (Belgium) - acquire the additional O365 required licenses/subscriptions (phone system virtual user, calling credit) - create a resource account in Teams admin portal of type "auto attendant" - assign that resource account one of the 10 numbers we have obtained (with skype business legacy admin portal) - create a new simple auto attendant using french locale, most of default options (for holidays, which users can be called, etc) and add a written text welcome message, a written menu text message, 2 dial options to redirect toward two company users Anything I might have missed? Also what is the delay between creating or changing resources and parameters in Teams/Skype admin portals (like creating users, addigning numbers, creating/modifying auto attendant, ...) and their effective implementation? I'm assuming 10-15 min max? Or can it be more? Thanks in advance
