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. ...
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.
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?
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.
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?
VickiFHL I am sorry I cannot put more light on this issue as we do not experience such so far. Do you really see this issue on all users? What do you see on your SBC on SIP traces? That would be my source for searching an answer.
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If you're looking for technical support, visit Microsoft Answers.","avatar":null,"profileSettings":{"__typename":"ProfileSettings","language":null},"parent":{"__ref":"Category:category:MicrosoftTeams"},"ancestors":{"__typename":"CoreNodeConnection","edges":[{"__typename":"CoreNodeEdge","node":{"__ref":"Community:community:gxcuf89792"}},{"__typename":"CoreNodeEdge","node":{"__ref":"Category:category:communities"}},{"__typename":"CoreNodeEdge","node":{"__ref":"Category:category:products-services"}},{"__typename":"CoreNodeEdge","node":{"__ref":"Category:category:MicrosoftTeams"}}]},"userContext":{"__typename":"NodeUserContext","canAddAttachments":false,"canUpdateNode":false,"canPostMessages":false,"isSubscribed":false},"boardPolicies":{"__typename":"BoardPolicies","canPublishArticleOnCreate":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.forums.policy_can_publish_on_create_workflow_action.accessDenied","key":"error.lithium.policies.forums.policy_can_publish_on_create_workflow_action.accessDenied","args":[]}}},"shortTitle":"Microsoft Teams","repliesProperties":{"__typename":"RepliesProperties","sortOrder":"REVERSE_PUBLISH_TIME","repliesFormat":"threaded"},"tagProperties":{"__typename":"TagNodeProperties","tagsEnabled":{"__typename":"PolicyResult","failureReason":null}},"requireTags":true,"tagType":"FREEFORM_AND_PRESET","eventPath":"category:MicrosoftTeams/category:products-services/category:communities/community:gxcuf89792board:MicrosoftTeams/"},"Rank:rank:35":{"__typename":"Rank","id":"rank:35","position":16,"name":"Iron Contributor","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:263389":{"__typename":"User","id":"user:263389","uid":263389,"login":"DaveChomi","deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/dS0yNjMzODktNjU3NjBpNEY1REE4RkU1NzM2QTdFNw"},"rank":{"__ref":"Rank:rank:35"},"email":"","messagesCount":101,"biography":null,"topicsCount":9,"kudosReceivedCount":32,"kudosGivenCount":2,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2019-01-10T08:36:36.368-08:00","confirmEmailStatus":null},"followersCount":null,"solutionsCount":7,"entityType":"USER","eventPath":"community:gxcuf89792/user:263389"},"ForumTopicMessage:message:977517":{"__typename":"ForumTopicMessage","uid":977517,"subject":"Music on Hold in Teams & 4 seconds until Hold is in place for caller","id":"message:977517","revisionNum":1,"repliesCount":13,"author":{"__ref":"User:user:263389"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:MicrosoftTeams"},"conversation":{"__ref":"Conversation:conversation:977517"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:977517"},"body@stripHtml({\"truncateLength\":200})":" 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. ...","body@stringLength":"3286","rawBody":"
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.
It was a time when I got a report of the new \"issue\". Users complained it takes too long until the call is put on Hold after clicking on the button. I was just curious what happened because I remember from previous tests this was just matter of second but users reported 4 seconds. Hmmm....
Then I realized I can hear the music ... wohoooo ...
So deeper deep dive showed that Microsoft is handling Hold and Music on Hold in very specific way. At least for me.
If you click Hold in Teams during the PSTN call you are basically transferring the call to another Teams \"user\"/object which is playing music for you. You can even hear the very short ring!
Very confusing for the caller on PSTN side but I believe it's about way how you want to handle the Ring message on your SBC at the end. Good reason I believe not to change that behavior because of other reasons.
And that's also the explanation why it takes so long time! Imagine with Direct Routing following scenario (below is SIP trace for better understanding)
1/Teams proxy is sending REFER,
if you have your SBC setup in proper and recommended way then
2/ SBC sends invite back to Teams Proxy,
3/ then you have Ringing in place,
4/ all the SDP exchange of media sources (we are also running Mediabypass so imagine all ICE lite story happening) and boom,
5/ your call is on hold aka transferred to something else than your Teams user.
Obviously the other way around, I mean getting the call back from Hold, is somehow reverted process but without REFER. Teams proxy basically sends new INVITE but now with Teams users media sources. Also takes a while and some users might be confused that they did something wrong or call is gone?!
So at the end it's not 4 seconds but slightly around 3 (users are exaggerating a bit, right)
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.
Looking forward for Microsoft delivering these features for 100% and even more I would be happy to provide our management their own company MoH (not only on queues or AA 😉 but for users)
Hope this article helps some of you
","kudosSumWeight":2,"postTime":"2019-11-04T02:10:58.734-08:00","images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjUuMXwyLjF8b3wyNXxfTlZffDE","node":{"__ref":"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS05Nzc1MTctMTU0NTMzaUY5MDUzOEI2QzgxQzQzMTA?revision=1\"}"}}],"totalCount":1,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Direct Routing","text":"Direct Routing","time":"2018-07-11T12:00:40.396-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Hold","text":"Hold","time":"2019-02-03T23:52:40.911-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Music on hold","text":"Music on hold","time":"2018-11-05T08:43:04.334-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3wxMHxfTlZffDQ","node":{"__typename":"Tag","id":"tag:teams","text":"teams","time":"2017-08-03T12:32:18.002-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:977517_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":26410},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"
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.
It was a time when I got a report of the new \"issue\". Users complained it takes too long until the call is put on Hold after clicking on the button. I was just curious what happened because I remember from previous tests this was just matter of second but users reported 4 seconds. Hmmm....
Then I realized I can hear the music ... wohoooo ...
So deeper deep dive showed that Microsoft is handling Hold and Music on Hold in very specific way. At least for me.
If you click Hold in Teams during the PSTN call you are basically transferring the call to another Teams \"user\"/object which is playing music for you. You can even hear the very short ring!
Very confusing for the caller on PSTN side but I believe it's about way how you want to handle the Ring message on your SBC at the end. Good reason I believe not to change that behavior because of other reasons.
And that's also the explanation why it takes so long time! Imagine with Direct Routing following scenario (below is SIP trace for better understanding)
1/Teams proxy is sending REFER,
if you have your SBC setup in proper and recommended way then
2/ SBC sends invite back to Teams Proxy,
3/ then you have Ringing in place,
4/ all the SDP exchange of media sources (we are also running Mediabypass so imagine all ICE lite story happening) and boom,
5/ your call is on hold aka transferred to something else than your Teams user.
Obviously the other way around, I mean getting the call back from Hold, is somehow reverted process but without REFER. Teams proxy basically sends new INVITE but now with Teams users media sources. Also takes a while and some users might be confused that they did something wrong or call is gone?!
So at the end it's not 4 seconds but slightly around 3 (users are exaggerating a bit, right)
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.
Looking forward for Microsoft delivering these features for 100% and even more I would be happy to provide our management their own company MoH (not only on queues or AA 😉 but for users)
Hope this article helps some of you
"},"Conversation:conversation:977517":{"__typename":"Conversation","id":"conversation:977517","solved":false,"topic":{"__ref":"ForumTopicMessage:message:977517"},"lastPostingActivityTime":"2023-05-05T03:47:55.240-07:00","lastPostTime":"2023-05-05T03:47:55.240-07:00","unreadReplyCount":13,"isSubscribed":false},"ModerationData:moderation_data:977517":{"__typename":"ModerationData","id":"moderation_data:977517","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS05Nzc1MTctMTU0NTMzaUY5MDUzOEI2QzgxQzQzMTA?revision=1\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS05Nzc1MTctMTU0NTMzaUY5MDUzOEI2QzgxQzQzMTA?revision=1","title":"clipboard_image_0.png","associationType":"BODY","width":529,"height":617,"altText":null},"Revision:revision:977517_1":{"__typename":"Revision","id":"revision:977517_1","lastEditTime":"2019-11-04T02:10:58.734-08:00"},"ForumReplyMessage:message:1110111":{"__typename":"ForumReplyMessage","id":"message:1110111","conversation":{"__ref":"Conversation:conversation:977517"},"author":{"__ref":"User:user:519526"},"revisionNum":1,"uid":1110111,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:MicrosoftTeams"},"subject":"Re: Music on Hold in Teams & 4 seconds until Hold is in place for caller","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:1110111"},"parent":{"__ref":"ForumReplyMessage:message:1109278"},"body":"
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?
","body@stringLength":"1217","rawBody":"
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?
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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
","body@stringLength":"417","rawBody":"
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
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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.
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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.
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Teams & 4 seconds until Hold is in place for caller","moderationData":{"__ref":"ModerationData:moderation_data:1113563"},"body":"
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.
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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.
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VickiFHL I am sorry I cannot put more light on this issue as we do not experience such so far. Do you really see this issue on all users? What do you see on your SBC on SIP traces? That would be my source for searching an answer.
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