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. ...
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.
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.
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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"},"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},"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
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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.
","body@stringLength":"340","rawBody":"
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.
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Hi, I had a music on hold problem that may shed some more light on this issue. The Microsoft support team was helpful in resolving this on their back end, as it was an issue on their back end specific to my country (in APAC region). However read on, as this may also apply to your Country/Region.
This was a Microsoft Teams direct routing solution I implemented in combination with an on premise PBX. Issue was that when a Teams user called out to the PSTN, and placed the call on hold, there would be silence for around 10-15 seconds then the call would disconnect. Call flow was as below MS Teams User > SIP > Teams Voice System > SIP > SBC > SIP > on Premise PBX > H323 > Gateway > ISDN/PRI > PSTN.
After troubleshooting each component on our end we found that it was Microsoft that was sending a disconnect due what looked to be a timeout after the Microsoft Teams user put the PSTN party on hold. We logged a support call mith microsoft support. They explained that music on hold is handled by a bot. The back end Microsoft phone system was summoning a music on hold bot based in North America, even though our O365/Teams tenancy was in the APAC region. This caused a network delay resulting in a disconnect from the Microsoft side. As you can see below, the delay between the REFER and the BYE messages is 14 seconds
REFER from Microsoft at 12:23:37 BYE from Microsoft at 12:23:51
Microsoft found that they had not deployed the Music on Hold Bot component in the country that my tenency was based, (It is in APAC region). Initially they replied saying there was no short term solution, but there were plans to do either of the following: (1) Increase the timeout to prevent a disconnect (2) Deploy the Music on Hold bot component in my country's O365/Teams tenancy, so that the call wouldn't have to traverse to North America from APAC region.
As a result of our support call Microsoft decided to deploy the missing component in the O365/Teams tenancy for my country. After this compoment was deployed, the issue was resolved. Calls are now playing music on hold with an unoticeable delay of around 1-2 seconds. So I suggest that if you are experiencing any delay when placing calls on hold, open a case with Microsoft and see if the music on hold BOT being summoned is in the same region as your tenancy, or if it is going to another Country/Region, which may cause the same network delay that we experienced.
I've listed the SIP flow of a failed scenario and a working scenario, with some details removed for privacy. You can see in the failed scenario that Microsoft sends a Bye message after a timeout of 14 seconds. In the working scenario, there is another node involved on the Microsoft side, also no Bye timeout message like in the failed scenario. Rather, there is a new INVITE sent out when I pressed the resume button on the teams client to take the PSTN called party off hold. I hope this helps anyone with this issue!
MUSIC ON HOLD FAILED SCENARIO BEFORE MICROSOFT DEPLOYED MUSIC ON HOLD BOT IN MY REGION
-------------------------------------------------------------------------------- MUSIC ON HOLD WORKING SCENARIO AFTER MICROSOFT DEPLOYED MUSIC ON HOLD BOT IN MY REGION (Placed a PSTN party on hold from Microsoft Teams and took them off hold, Music was playing, no delay)
Hi, I had a music on hold problem that may shed some more light on this issue. The Microsoft support team was helpful in resolving this on their back end, as it was an issue on their back end specific to my country (in APAC region). However read on, as this may also apply to your Country/Region.
This was a Microsoft Teams direct routing solution I implemented in combination with an on premise PBX. Issue was that when a Teams user called out to the PSTN, and placed the call on hold, there would be silence for around 10-15 seconds then the call would disconnect. Call flow was as below MS Teams User > SIP > Teams Voice System > SIP > SBC > SIP > on Premise PBX > H323 > Gateway > ISDN/PRI > PSTN.
After troubleshooting each component on our end we found that it was Microsoft that was sending a disconnect due what looked to be a timeout after the Microsoft Teams user put the PSTN party on hold. We logged a support call mith microsoft support. They explained that music on hold is handled by a bot. The back end Microsoft phone system was summoning a music on hold bot based in North America, even though our O365/Teams tenancy was in the APAC region. This caused a network delay resulting in a disconnect from the Microsoft side. As you can see below, the delay between the REFER and the BYE messages is 14 seconds
REFER from Microsoft at 12:23:37 BYE from Microsoft at 12:23:51
Microsoft found that they had not deployed the Music on Hold Bot component in the country that my tenency was based, (It is in APAC region). Initially they replied saying there was no short term solution, but there were plans to do either of the following: (1) Increase the timeout to prevent a disconnect (2) Deploy the Music on Hold bot component in my country's O365/Teams tenancy, so that the call wouldn't have to traverse to North America from APAC region.
As a result of our support call Microsoft decided to deploy the missing component in the O365/Teams tenancy for my country. After this compoment was deployed, the issue was resolved. Calls are now playing music on hold with an unoticeable delay of around 1-2 seconds. So I suggest that if you are experiencing any delay when placing calls on hold, open a case with Microsoft and see if the music on hold BOT being summoned is in the same region as your tenancy, or if it is going to another Country/Region, which may cause the same network delay that we experienced.
I've listed the SIP flow of a failed scenario and a working scenario, with some details removed for privacy. You can see in the failed scenario that Microsoft sends a Bye message after a timeout of 14 seconds. In the working scenario, there is another node involved on the Microsoft side, also no Bye timeout message like in the failed scenario. Rather, there is a new INVITE sent out when I pressed the resume button on the teams client to take the PSTN called party off hold. I hope this helps anyone with this issue!
MUSIC ON HOLD FAILED SCENARIO BEFORE MICROSOFT DEPLOYED MUSIC ON HOLD BOT IN MY REGION
-------------------------------------------------------------------------------- MUSIC ON HOLD WORKING SCENARIO AFTER MICROSOFT DEPLOYED MUSIC ON HOLD BOT IN MY REGION (Placed a PSTN party on hold from Microsoft Teams and took them off hold, Music was playing, no delay)
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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.
","body@stringLength":"636","rawBody":"
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.
","author":{"__ref":"User:user:263389"},"isEscalated":null,"postTime":"2020-07-29T00:54:21.027-07:00","parent":{"__ref":"ForumReplyMessage:message:1522487"}},"ForumReplyMessage:message:1554558":{"__typename":"ForumReplyMessage","id":"message:1554558","revisionNum":1,"uid":1554558,"depth":9,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:MicrosoftTeams"},"conversation":{"__ref":"Conversation:conversation:977517"},"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:1554558"},"body":"
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:
Thanks all for your assistance, it's great that we can work together to find solutions for these issues.
","body@stringLength":"1295","rawBody":"
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:
Thanks all for your assistance, it's great that we can work together to find solutions for these issues.
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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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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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