FAQ:Teams:Connect

Call Queue

When hanging up a call, it takes a lot of time before receiving a new call already in the queue

• Information: Call Queue handling in Teams is completely independent from VTX, if you have a problem with it, if you are able to reproduce the problem by calling the Call Queue name or number directly from Teams itself, then it would confirm problem is 100% Teams related and should be debug on Teams Admin interface or with MS support
• Symptoms: You belong to a Call Queue and you were handling a call, you hangup a call but you do not instantly receive calls in the queue
• Clue: You did specify a too high value for "Call agent alert time ‎(‎seconds)" in "Agent selection" tab, so it takes ages to have the newly free agent ringing in the queue
• Solution: Decrease back the value of "Call agent alert time ‎(‎seconds)" to 15s ( minimum value). Once an agent is free again, it will start ringing back within 15s.
• Additional Information: In Call Queue setup, there are 2 parameters that interest us here (Call agent alert time ‎(‎seconds) and Maximum wait time) that are described in https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue

Teams CallQueue - Ring Alert Time too high

Auto-Attendant

No ring back tone after redirecting an Auto-Attendant towards an external number

• Symptoms: You have redirected an AutoAttendant towards an external number and you do not hear any ringtone until the remote phone answer the phone
• Explanation: Until Media-Bypass is enabled on VTX SBC with Teams, the incoming call towards Teams and the outgoing call towards the remote phone are 2 independent calls that need to be bridged by Microsoft Teams Cloud, but it is not done correctly for the time being
• Solution (not ready):
• Workaround: Redirect the auto attendant towards an empty Call-Queue that redirects towards the external number, cf below

1. cf VoIP:VTX Teams Connect to Create a new Call Queue
   1. Set no agents in this queue and Set "Call timeout handling" to 0 min / 0 s
   2. Redirect to External number and enter the external number
2. Redirect your auto-attendant towards this new Call Queue
3. Call Queue will always send a ring back tone while your remote destination is being called

Teams CallQueue - Redirect to external number

Redirect an Autoattendant to a Teams Audio Conference Room

• Problematic: You wish to assign one of your number to a Teams Conference Room Number to be able to communicate meetings with a number belonging to you
• Problem: Microsoft doesn't allow to use Direct Routing Numbers with Conference Room except for the US DOD. It is only working with the numbers provided by Microsoft Directly
• Information:
  • On MS documentation, it seems that Direct Routing Audio Conferencing System is only possible for US Department of Defense, cf https://learn.microsoft.com/en-us/microsoftteams/audio-conferencing-with-direct-routing-for-gcch-and-dod
  • But in https://learn.microsoft.com/en-us/microsoftteams/audio-conferencing-on-network it is said that we can redirect/map a call to a conference number
• Solution: You can "simply" redirect a Teams Auto attendant towards the conference number following solution below

1. Order a Teams Audio Conferencing license ( ex: It is part of "Office E5")
2. (Identify the Teams Conferencing Number ) Connect to https://admin.teams.microsoft.com/phone-numbers or use the powershell command Get-CsOnlineDialInConferencingBridge (cf below). Here number is +41432161259
3. Create an auto attendant with a number belonging to your trunk ( cf sections above )
4. Redirect this number using auto attendant setup towards this number. So in my example, I am redirecting +41215776420 (number belonging to my company) towards +41432161259 ( MS Conference bridge number )
5. So now I can communicate on our company number for conference calls

PS H:\> Get-CsOnlineDialInConferencingBridge
Identity             : 956792e9-277a-4e9e-95f8-abcc9df13ec1
Name                 : Conference Bridge
Region               : EMEA
DefaultServiceNumber : 41432161259
IsDefault            : True
ServiceNumbers       : {61272084724, 864009196440, 85230086055, 912262590665...}

Teams Admin Center - Get Conference Number

Teams Auto Attendant Setup - Redirect towards Conference Number