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 phoneCalls 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?
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 - Transfer to Voicemail License Requirements
One of the menu options we include in the auto attendants for all of our offices is the ability to leave a voicemail message in a general mailbox. The Exchange-based auto attendant allowed this with a "Leave a voice message for this user". The latest update to auto attendant suggested creating a brand new user and setting them to transfer calls directly to voicemail. We are working on setting this up but are not thrilled about having to pay another license just to transfer to voicemail. My questions: 1. Are there plans to add the same transfer to voicemail option that Exchange supported? 2. What are the minimum license requirements for a user to be available as a transfer option? I tried E1 with Cloud PBX but it didn't work. It seemed that I also had to add PSTN Domestic Calling which is starting to make our voicemail-only user a bit pricey.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?
