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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
DaveChomi's avatar
DaveChomi
Iron Contributor

AK202020 

Thank you for sharing, I would not say that there might be still missing infrastructures for some regions

😞 

But what I see on our tenant is that they improved the time for transferring the call to the bot. 

Still that ring to calling party which is put on hold and transferred to MoH bot is confusing but it is what it is.

VickiFHL's avatar
VickiFHL
Copper Contributor
Jul 29, 2020

DaveChomi 

 

A little update from our end on this issue. My IT Manager has put in a ticket about ensuring the correct zone is being used for the hold bot, as we are in Australia. They were quick to get the ticket underway but I haven't heard anything further in the meantime though. 

 

What HAS made a difference, though, is that on my call queues I have opted in to the Conference Call option. This has increased the speed of answering by quite a few seconds, and we are now only having to press resume once and the caller is coming back straight away!

 

We just made sure we were using the protocols as in this instruction: 

https://docs.microsoft.com/en-US/microsoftteams/create-a-phone-system-call-queue?WT.mc_id=TeamsAdminCenterCSH

 

Thanks all for your assistance, it's great that we can work together to find solutions for these issues.

  • VickiFHL's avatar
    VickiFHL
    Copper Contributor
    Sep 17, 2020

    Gasmanz Thanks so much for that information - I'll have a look into the MoH options as it would be great to be able to change that up. 

  • Gasmanz's avatar
    Gasmanz
    Brass Contributor
    Sep 17, 2020

    VickiFHL 
    We are still seeing on hold delays of 3-10 seconds for Teams Direct Routing calls to individual users.

    I have also been talking to our SBC support about the transfer silence issue. They have advised that some Telcos actually inject their own MoH when Teams sends a re-invite after the user presses "Transfer" in the Teams client. The 2 largest Telcos in Australia (Telstra and Optus) do not inject their own MoH for re-invites they receive that have a=inactive or a=sendonly in the SDP. For these carriers and many others, you need the SBC to intercept these re-invites and inject a MoH audio stream on behalf of the Teams user.

     

    If injecting your own MoH at the SBC you may have an issue for blind transfers. Blind transfers start with a re-invite from Teams on first "transfer" button press, but then after you enter the phone number and press "transfer" a second time to complete the transfer, Teams sends a refer with no SDP to notify the SBC that a=sendrecv now. Could be that some SBCs are able to deal with this however.

     

    It would be good if Teams actually acted more like a PBX and did this stuff on its own.

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