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?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.
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?PBX Auto Attendant and msDS-PhoneticDisplayName
We have some users who are not pleased with the way the Auto Attendant pronounces their names. We are running a hybrid environment, so we have an AD server on site and AADC. We have been experimenting with one user's name to try to fix this problem. We tried using the PowerShell command. It returned a message to the effect that we cannot control that function through PowerShell. We changed the msDS-PhoneticDisplayName in Attribute Editor in the local AD server. We waited 24 hrs. to see if the PBX servers would pick it up, but there was no change. We changed the msDS-PhoneticLastName and msDS-PhoneticFirstName to see what that would do after resetting the PhoneticDisplayName to <not set>. No change. We tried changing all three PhoneticDisplayName options. No change. We tried removing the user from the Auto Attendant after making the PhoneticDisplayName change, then putting him back in after 24 hrs. No change. It appears that the PBX servers are not picking up the changes. We are out of ideas and welcome any suggestions. JulieAutomatic update holidays in AutoAttendant!
On thursday Microsoft anounced some new features for Auto Attendant in preview. One of them beeing able to create holiday schedules. I have created a script that gets holiday dates automaticaly from the web, and creates schedules in Auto Attendant. Hope you find it usefull. Please leave me any feedback you have. https://alexholmeset.blog/2017/11/12/automatic-update-holidays-in-autoattendant/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,
