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.
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?
Seeking Solutions for Delayed Voicemail Connection in Microsoft Auto Attendant
Hello Community, I am encountering an issue with Microsoft Auto Attendant where there is a noticeable delay (approximately 5 seconds) after the greeting message and before the call is connected to the shared voicemail box. This delay occurs right before the voicemail tone prompts the caller to leave a message, leading to confusion and a less professional experience. Here are the specifics of my setup: Auto Attendant is configured with a greeting message. Calls are intended to be forwarded to a shared voicemail box via an MS365 Group. The system is set to skip the voicemail system notification. The greeting message is an uploaded audio file, not text-to-speech. Despite the setup, there is an awkward silence after the greeting and before the voicemail tone. I have attempted to find solutions, noticing that others might have faced similar issues, yet a clear resolution or workaround seems elusive. Has anyone encountered this issue and found a way to minimize or eliminate this delay? Any suggestions or insights into settings or configuration changes that could improve this situation would be greatly appreciated. Thank you for your help!
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"?
Microsoft Teams Report for user selection in Auto Attendant "menu option"
Hello together, In the Auto Attendant in Teams, there is an option called "menu option" that allows you to create different dial keys for various actions like forwarding, etc. Is there a report that shows which dial keys the user pressed in the selection menu? While Microsoft offers a range of ready-made reports, as mentioned in the link (https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports), these reports primarily indicate the usage of the menu but do not provide information on the specific number selected by users.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?
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
