Forward calls from the auto attendant to an External Number
In a scenario when there are still enough credits on the organization.
It would be great if the auto attendant could have a feature to route/forward messages to an external number like a Phone or an Alternate Office Number.
It does require a calling plan license or online voice routing policy (I'm only familiar with the former), but at least the Phone System license that you had to have for the forward-to-user workaround is replaced with the free Virtual Phone System license.
External phone number transfers the caller to an external phone number that you specify. Note the following:
The resource account associated with the application making the PSTN transfer out must have a phone number and be assigned a Virtual Phone System license. Phone System licenses aren't supported. Additionally, the resource account must have one of the following:
- For a resource account with a Calling Plan number, assign a Calling Plan license.
- For a resource account with a Direct Routing number, assign an online voice routing policy.
The outbound phone number that's displayed is determined as follows:
- For Calling Plan numbers, the original caller's phone number is displayed.
- For Direct Routing numbers, the number sent is based on the P-Asserted-Identity (PAI) setting on the SBC, as follows:
-- If set to Disabled, the original caller's phone number is displayed. This is the default and recommended setting.
-- If set to Enabled, the resource account phone number is displayed.
Transfers between Calling Plan trunks and Direct Routing trunks aren't supported.
For Powershell, see https://docs.microsoft.com/en-us/powershell/module/skype/New-CsAutoAttendantCallableEntity (I think)
I have this working on my test tenant using direct routing, but i have a customer with the exact same setup and their's doesn't work.
They get a generic Microsoft message of your call cannot be completed at this time. From checking sip traces Microsoft don't even try to send the call to the sbc they just hang up instead.
Simon Tuck commented
Has any official documentation been released on this external number transfer option that gives the full breakdown of the requirements with regards to licensing? Plus, is this going to work where we have Direct Routing in place?
We see it as an option now but it doesn't work, any format.
Darius Lovitt commented
This feature doesn't work and it's a stupid decision to require a calling plan. Get it together, MS.
mark hoglund commented
It looks like we still need a calling plan for the forwarding external number to actually work?
Well, almost there. We need better pricing if that's the case. A simple one number forward auto attendant is standard for all other phone systems at less than a dollar a line. Vonage, Ooma, you name the company they will supply cheap numbers for auto attendants.
Nigel Box commented
This is now possible - Just seen the feature in the TAC
In addition, allow this particular user/license to use our pool of minutes. Virtual License and pool. Please don't require a full licenses, dial plan, and phone plan for this .
This needs to be added ASAP, surely it could be tied to a Virtual User Licence?
Tim Ryan commented
Insane that this is not possible with out a fully licensed account sitting there doing nothing. Please fix ASAP!
This is quite basic functionality. The workaround is not a suitable solution where I have to have a fully licensed teams user with forwarding always on.
Unacceptable. Teams seems great in some cases and barely finished as a call system in others.
Get it right...
Andrew Herbert commented
Please, Please, Please, bring this feature even if number was linked to a resource account and separate virtual user licence cost per account? I think this this would stop fear of excessive usage to none MS Teams enterprise voice enabled users.
can't believe something this basic is missing
Maybe we need to start hammering them on Twitter about this.
I'd happily buy a cheap license if that's the hold-up. But I don't think it is. They are not promoting the PITA work-around as the solution.
Robert B. commented
While its possible to configure a user with a redirection, it takes too much of an effort + licence to implement that efficiently
mark hoglund commented
How do we get their attention on this? If someone from Microsoft would at least respond one way or another, or with some timeline that would help us make an expensive decision on what way to go with our phone system.
IT Support commented
An auto attendant and/or call queue would be more usable for us if it could ring an external number that isn't tied to a Teams client.
Absolute must have - not being able to do this simple task without a workaround (a strawman user acct for mobile number that takes up a license) regrettably makes Teams call a poor choice for us
This is definitely a feature that will make TEAMS more buyable. They can probably program it to use a conference number to forward the call and not have to be tied to an account.
Deal breaker. Not a Phone System until it can make and receive calls. Very misleading to have forwarding to any number as an option under User Call settings and not actually forward to any number.