FAQ:Teams:VPBX

VTX VPBX Groups[edit | edit source]

Information: On Teams Virtual, when you do receive a call via a VTX Kiosk ACD group, the name of the ACD Group is displayed for the incoming call ( cf screenshot below ). This information like "Fwd:628xx 022566xxxx OpsVoIP Ticket ACD" allows you to know that you are receiving a call from 022566xxxx number via the Kiosk VPBX Group "OpsVoIP Ticket ACD" forwarded by internal number 628xx and answer the call accordingly.
Problem: If the number 021721xxxx is known by Teams platform ( like a coworker number ), Teams will erase the information and replace it only with the "FirstName LastName" of your contact
Symptoms: You are receiving a call on a VTX Kiosk Group, but you do not see this information because MS Teams knows the caller number.
Solution ( not available yet ): We should have an option in MS Teams Cloud setup not to overwrite the "SIP Display Name" sends by the "Direct Routing", but there is no such option for the time being
Workaround ( but not perfect at all ): For incoming call reverse lookup, define your contact in the VTX Kiosk and in Teams
Additional Information (@VTX only): Please refer to redmine #58440

ACD - Unknown Caller - Showing ACD Name information

ACD - Known Caller - Team overwriting Diplay Name hiding ACD Group information

Symptoms: You do belong to a VPBX group and did transfer a call to someone else, so you are free again to receive new calls, but you do not receive new calls in the group until your previously answered call gets hangup
Information: By default, VTX VPBX groups do have an option "Call waiting for a group" = "No", if an agent within a group is already handling a call within this group, the platform won't try to send it to this agents until the call is hangup
Problem: When a call is answered by a Teams user and the call is transferred to someone else, VTX platforms is not informed about the transfer, so VTX platorm thinks that the agent is still busy
Solution: Go in the VTX VPBX Kiosk Group configuration and set "Call waiting for a group" = "Yes" for the group
Better solution later: We are working on a project named "Media Bypass + ICE" that will allow to have the transfer information reported back to the VTX platform to be able to know when an Teams agent is free again