call queue

16 Topics

Incoming Call Queue Calls - Transfer Failed
We use teams calling (Co-Existence set to Teams Only) for our calling center, have not had any issues until about 4-5 months ago when we lost the ability to transfer calls when customers dial in to our call queue. This is the call flow: End users call into our phone number (either the toll free or local number) > greeted with the call queue/available options > user selects applicable options and is routed to the applicable team. A Technician answers the call via the desktop client. If the technician needs to transfer to an external number (IE an employees cell phone), the call fails and the end user is hung up on. At this point I've escalated and escalated internally with Microsoft to no avail. After troubleshooting we noticed that through the mobile application, using the exact same call in process, we can transfer to external phone numbers; this is the same case for the web app. Both of these options are less than ideal. I am just curious if anyone has witnessed these same issues, and what was done to resolve them? Microsoft support has not been able to help at all and our ticket is 2-3 months stale at this point with no progress besides a "we are still working on this but have no idea" daily email.
Solved
ThomasT4
Feb 18, 2021 Place Microsoft Teams
17KViews
2likes
11Comments
Phone system: Upload .wav greeting to Call Queue
Uploading a 43KB wav file to a call queue greeting results in the error "We can't upload the audio file. Please verify the contents of the file and try again." Any idea what needs to be verified? The file plays the greeting on media player without issues...
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svatturi
Jul 16, 2020 Place Microsoft Teams
15KViews
1like
4Comments
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"?
nicesiuhung
Apr 06, 2022 Place Microsoft Teams
15KViews
0likes
3Comments
Teams Auto Attendant & Call Queue Historical Report
Hello everyone, We are slowly moving some of our hotlines to Teams, so I was searching for a way to get the data effectively. With this, I came across the PowerBI report https://learn.microsoft.com/en-us/microsoftteams/aa-cq-cqd-historical-reports. Sadly it seems the data source https://api.interfaces.records.teams.microsoft.com/Teams.VoiceAnalytics/getanalytics is no longer valid. If I try to connect to it, I'm getting error message: Web.Contents failed to get contents from 'https://api.interfaces.records.teams.microsoft.com/Teams.VoiceAnalytics/getanalytics?query=**** (500): Internal Server Error Do you know what is the correct data source which should be used? I do have access to Teams admin center and QER (Microsoft Call Quality data source) report without any issues so this should be a problem of the incorrect data source. Also is there a way how to display a full E164 number in the call history? It seems the last four digits are always replaced with stars which I suppose is due to privacy. Thanks. Best Regards Lukas
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ThePorek
Nov 08, 2022 Place Microsoft Teams
14KViews
0likes
6Comments
Call Queues missing from Settings Menu
Hello All, Does anyone else have a problem with Call Queues (Opt In / Out) disappearing from the Settings Menu in the MS Teams Desktop client. I keep getting reports of this and have even had it happen myself. I think is could just be a performance issue, as sometimes it can just be slow to appear. But I think this could be on Microsoft's side rather than in our network. I'm not sure if this is a 'know issue'. Any ideas? Thanks Laurence This is how it should look when it's working.
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Laurence Arbin
Sep 23, 2020 Place Microsoft Teams
12KViews
2likes
4Comments
Microsoft Teams Call Queues
Hi, So I am looking at creating a call queue to test with an external service number. We have a Skype for Business 2015 hybrid, Exchange 2016 on-premise, and the AD accounts are being synced with AADC. We have Teams in Teams islands mode and we are looking to use a service number that has been requested via the Teams admin portal. I have initially created the resource account with the New-CsHybridApplicationEndpoint command and can now see the account in the Teams resource account list. I have also tried adding it manually through the https://admin.teams.microsoft.com/company-wide-settings/resource-accounts page, but when I try to create on against our domain.com address it fails if I create one with domaincom.onmicrosoft.com domain it works fine. Presume this is just the expected behaviour as it is a synced AD domain? Is it possible to create the resource account with a synced AD account, but without using the New-CsHybridApplicationEndpoint command? When we finally have to de-commission our sfb on-premise server I don't want to have to worry about have to migrate the account and I would prefer to have the account AD synced if possible, so I can store it in our resources OU. If the only way is to use the New-CsHybridApplicationEndpoint I will just create a domaincom.onmicrosoft.com account for now, but wanted to double checked.
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blue_man
Jun 15, 2020 Place Microsoft Teams
8.7KViews
0likes
6Comments
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.
pdooney
Apr 14, 2021 Place Microsoft Teams
5.9KViews
0likes
2Comments
Adding an external number to a teams call queue
Hi I am trying to work out if there is a way to ring an external number as part of a call queue or teams voice enabled teams group? I have tried to read up on it but cannot find a definitive yes or no. thanks Tim
timb551
Jan 19, 2024 Place Microsoft Teams
5KViews
0likes
5Comments
Transfer call in call queue
Hi everyone, The problem we are facing with the call queue is that we can’t transfer calls to the call queue, what can I do to make this work? Thanks
ayenco
Jan 04, 2022 Place Microsoft Teams
4.3KViews
0likes
4Comments
Teams Call Queue - transfer call, recipient cannot hear caller
All, We have Teams call queues set up. An external caller dials the queue. One of four people in the queue answers the call on their Yealink MP56 or T55 phone. They then transfer the external caller by choosing a named user in Teams from the phones interface for searching Teams users. When the Teams user receiving the call answers...about 50% of the time, that user, and the original caller, cannot hear each other. The call shows as connected, but there is 'dead air'. Anyone else experience something like this? Thank you.
Solved
Scott_S920
Jun 17, 2021 Place Microsoft Teams
4.3KViews
1like
4Comments