Forum Discussion

DaveChomi's avatar
DaveChomi
Iron Contributor
Nov 04, 2019

Music on Hold in Teams & 4 seconds until Hold is in place for caller

There was a time I found out during my tests of our Direct Routing implementation that Microsoft made its promises happened and Music On Hold started to work on regular PSTN calls to Teams users.   ...
Direct Routing
Hold
Music on hold
teams
Murray Walker's avatar
Murray Walker
Brass Contributor

DaveChomi 

I am seeing the same issue across three seperate Direct Routing instances I have configured.
Do you have any links to other resources that discuss the problem?

 

Thanks

M

DaveChomi's avatar
DaveChomi
Iron Contributor
Jan 15, 2020

Murray Walker 

I haven't found any other.

But since I wrote this article I did some other tests and I believe that there is something also on side of the Teams app and server side communication (I mean not only SIP part of the communication while Direct Routing is involved into the call) because that delay in response of the app after pressing Hold and Resume button is also on regular Teams calls between two Teams users. Not so long like with Direct Routing calls but it is still something that could confuse users. 

  • HendGamal's avatar
    HendGamal
    Icon for Microsoft rankMicrosoft
    Jan 15, 2020

    DaveChomi 
    Hello Dave, Quick question:
    "I believe that this way of handling MoH is also reason why it will take some time until Microsoft will provide also MoH for Transfer function in Teams. Now if you click transfer or consult transfer the Teams Proxy sends Invite with inactive media session so might be another confusion for PSTN caller that there is just silence. " 
    Does the above paragraph mean that MoH is not working with transferring PSTN calls via Direct Routing? if yes, is there a way to know when it will be released and working? 

    • DaveChomi's avatar
      DaveChomi
      Iron Contributor
      Jan 16, 2020

      Hi HendGamal 

      that is exactly what I can confirm is the behavior on calls. 

      If you do Hold - MoH is played to other side - you cannot transfer call as option in menu then

      If you do transfer - there is silence to the other side - you can transfer to user/number

      If you do Consult - there is silence to the other side - you can chat, call and then transfer

       

      This is indeedy another very basic that I would like to already see resolved, same as custom MoH. But no indications when this will happen so far on public.

      • VickiFHL's avatar
        VickiFHL
        Copper Contributor
        May 19, 2020

        DaveChomi 

         

        I have come across a similar issue. I'm afraid I'm learning but still a bit of a Noob so my terminology is not as fancy as others... Hopefully I'm able to express the issue though...

         

        Situation: An external call is received into Teams, and then a Consult with Transfer is started to an internal Teams member. The option to call in the consult box is used but the Team member doesn't answer their phone. When the call goes to voicemail, the person transferring selects either "stop consulting" or the red hang-up button. This takes you back to the original call on hold. 

        Issue: when retrieving this call off hold to speak to the original caller, there is some noise in the line but the call doesn't connect. 

        Temporary work-around: Have to put the call back on hold then retrieve from hold and the caller is there. 

        Question: is there a reason why this is happening, and how can I fix it? 

         

        Thanks in advance.

Resources