Skype For Business Call Queues not phoning agents
Hi, All of a sudden call queues are not phoning anyone, we use Office 365 Groups for our agents and I can see our agents in PowerShell listed. We use Auto Attendants and I can see that the AA phones the call queue but the call queue just sits in hold music without actually dialling either agent? RyanCalls being dropped when being transferred from an Auto Attendant to a Call Queue
We have been using Skype For Business Online for a while. We have an Auto Attendant that based on the response, it transfers the calls to Call Queues. This works fine when someone calls from a cell phone or a PSTN phone. In the last months, we have moved several of our customers to Skype for Business Online. Since then, they complained that when they call our main number and select an option in the Auto Attendant, the call is dropped. I personally called from my cell phone to our Auto Attendant and my call was transferred to the Call Queue with no problems. We have created some Auto Attendants that forward calls to Call Queues for a couple of customers. Now, we are experiencing the same issue. We call the AA and when the call is transferred to the Call Queue, we see the new window in the Skype for Business client with the name of the call queue (sip:GUID@domain.com) and the call drops. If we call the Call Queue directly (either by SIP address or phone number) the call goes through. This only happens when a call is initiated using Skype for Business Online. If I use my cell phone or an analog phone line, the transfer works. We opened a case with Office 365 support three weeks ago. The tech said that it has escalated the issue to the engineering team, but he has failed to keep us updated and there is nothing on the Health Dashboard indicating that this is an issue with Skype for Business Online. Has anyone of you experienced this same issue?PSTN Calling, Call Queues and Auto Attendant Guide
https://gallery.technet.microsoft.com/PSTN-Calling-Call-Queues-2c081b9e?redir=0 This guide is written for Pre-Sales Consultants, technical Consultants and System engineers at Level 200. This guide focus on the Office 365 Web based administration. PowerShell knowledge therefor is not required. But PS will enable you with further configuration details. It guides you through the general understandings of Office 365 Skype for Business PSTN Calling ordering and configuration, the related planning process and should inspire you thinking about different approaches towards technology and best practices. Call Queues and Auto Attendant in Skype for Business Online with Cloud PBX is an essential part and important to most companies leveraging Skype for Business with Cloud Voice. For both CQ and AA, I provide you with detailed processing workflows, planning approach and configurations. You will learn how to position Cloud PBX and PSTN Calling along with the value service you provide towards enterprise telephony features. After reading this article you become an expert in Microsoft Cloud Voice advanced features.
