May 13 2020 07:24 AM
May 13 2020 07:24 AM
We are using teams with direct routing option.
Everything is working fine but we cannot use the option consult then transfer to a call queue.
You can call the call queue and get a user on the phone but the option to transfer the call disappears.
Consult and transfer to a direct users is working fine!
And a direct transfer without consult to a call queue is also working fine...
Anybody has the same issue and is there a solution for this problem?
Hope you can help!
May 14 2020 10:50 AM
Hello @Lars86 ;
I have the same problem. We are on Microsoft Teams with direct Routing since 4 days.
Everything is working fine like you have described. "Transfer a call" and "consult then transfer" is working perfect when doing this with normal Teams Users. "Consult then Transfer" to a call queue is not working. The Window to click on "transfer" disappears when the agent of the call queue answer the call.
Only Direct Transfer to a call queue is working.
May 14 2020 10:58 AM
@Thorsten Stiebig exactly the same here transfer button disapears! this should be working right?
Just made a ticket to microsoft support today hope the can give me some more info or a solution about this issue
May 14 2020 11:51 AM - edited May 14 2020 12:11 PM
@Lars86 Yes, this must work. I think it is a bug at Microsoft Teams right now. Let us wait what Microsoft will answer.
I will also open a ticket at Microsoft.
May 18 2020 12:57 PM
May 18 2020 02:33 PM - edited May 18 2020 02:46 PM
I am working actual with a Support Engineer on it.
For the moment I have to answer only questions to my Deployment. Here are the questions and my answers:
I expect response in the next hours ... and will let you know guys.
May 19 2020 12:02 AM
@Thorsten Stiebig Most of the answers you are giving are the same for our organization. Where are you from here in the netherlands our telephony provider says they can't do anything about this issue and really is a microsoft issue or feature that is not working!
May 19 2020 08:52 AM
May 20 2020 02:07 AM
@Thorsten Stiebig I think this must work! you see the transfer button till somebody picks up the phone so i think its really a bug! and must be working... Don't no why but i still don't have any answer on my call at microsoft :( did you get a reply?
May 20 2020 08:13 AM
@Lars86 Yesterday I heared nothing from Microsoft. Today I received the next E-Mail with questions I had to answer. A good sign that Microsoft is troubleshooting this issue right now ... it seems that this issue is not well known.
Here the questions form Microsoft and my answers:
I hope that those informations are enough to find the solution for us
May 20 2020 01:00 PM
@Thorsten Stiebig i finally got response from microsoft and the are getting back with questions tomorrow... Hope we get somewhere throug this support cases! Thanks for the update!
May 23 2020 12:38 AM
@Lars86 After some E-Mails from Microsoft where I had to answer a lot of questions I received a first hint of the problem.
Here a extract from the Microsoft answer I received yesterday:
Also, we also found the root cause for the issue as mentioned below:
The IP Profile for the Teams IP Group in the SBC has not been configured to handle refer locally. In this case the Refer received from Microsoft sip proxy for transferred calls is routed to next hop, and the next hop responds with 404 as it does not know the source of the transfer.
Hence, we request you to provide the SBC log for the same.
In the next step I will send the SBC Log-File to Microsoft and wait for a final statement.
May 23 2020 01:06 AM
Hi @Thorsten Stiebig ok sounds hopefully that they find something! i finally got a call from a support engineer yesterday evening! He connected with a remote support session to see whats the problem.. but looks like your ticket is a lot further in the process and hopefully we get a solution soon :) thanks for your update!
May 26 2020 06:05 AM
@Thorsten Stiebig Any update on your case? Here its quiet with my case unfortunately!
May 26 2020 07:53 AM
@Lars86 : Also no o news on my side. BTW Microsoft was waiting for the Logfiles from our SBC. I had to wait for them and reached them today. Now I am waiting for Microsoft´s response after they have checked the log files.
May 26 2020 07:56 AM
May 26 2020 08:07 AM
@Thorsten Stiebig ok hope they can find something is just got response also and uploaded a recording and log files! hope we are getting somewhere!
May 26 2020 08:18 AM
@Lewis-H why should this help us? Do you mean to upload a music file to the call queue?