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.
Could anybody please advise on how long it takes their environment to transfer to an external number?
I have configured as below - and can reach an external phone number from an auto attendant, however it takes approx. 20 seconds to direct the call.
I thought I had everything right and it still wasn't working. Come to find out that adding a "+" before the 10-digit phone number fixed it. Hope this helps someone experiencing the same.
Using Direct Routing and working fine now.
@doug H. your suggestion to assign the resource account voice routing policy worked for me as well. thanks! your comment just saved my migration lol
Terry Yuill commented
To send a call from a selection within an AA, you simply select the External call option and enter the number. The Resource account associated with the Auto attendant must have a virtual licence as well as a calling plan assigned.
Does anyone know if the minutes of the calling plan ( 120 min for a Domestic Calling plan in North America) are consumed only during the call transfer to the external number or for the entire duration of the call?
Thank in advance
Doug H. commented
Thank you to Derek Nathan for your comment! We had user to external transfer working fine, but our AA external transfers were not working. Oddly, AA external transfer calls would get to our SBCs, but would die (GENERAL_FAILED). Logs for both types of calls looked the same. After assigning a VoiceRoutingPolicy as well as a Dial Plan (Grant-CsTenantDialPlan -Identity $resourceaccount -PolicyName $policyname), calls began working.
Markus Hanisch commented
While browsing I came across this blog post from back in 2018.
It suggests to enable ForwardCallHistory and set up a Message Manipulation rule in the SBC's settings:
Derek Nathan commented
To make this work, the resource account requires a VoiceRoutingPolicy to be assigned.
Grant-CsOnlineVoiceRoutingPolicy -Identity $resourceacount -PolicyName $policyname
Same problem as many sysadmin here "PhoneSystem Virtual User license" attached to auto attendant, policy routing and phone number assign to it, Double check was made by a external Team Telephony specialist. But still not Working, The expert say that working for some client but not working for other one... Randomly ...When the transfert occur, we can listen 1 ring follow by a big black twilight zone of nothing.
David Eberhardt commented
@Jarred - This was implemented a while ago. Forward to a PSTN (external) number now works like it did for Skype.
In order for any Auto Attendant or Call Queue to forward to PSTN you will need to apply to the Resource Account attached to the AA/CQ a License
This can be an E1/E3+PhoneSystem license but better use a free(*) PhoneSystem Virtual User license. - The Resource Account then also needs a Phone Number to show Caller Id. There is no way around this.
More here: https://docs.microsoft.com/en-us/microsoftteams/manage-resource-accounts
Jarred Barrios commented
Please fix this. I had to use a license and use a user account to just forward to an external number. Why have it as an option if it doesn't work. So this feature does not work as of 3/8/2021
Chris Smith commented
I cannot believe this feature does not work for Voice. I had to purchase another seat, login as that user account and setup a forward to the external number. Then I setup auto-attendant to forward all calls to that user.
How ridiculous!!! In Vonage Business, this was a simple configuration. I am stunned it does not work in Voice.
Kirk Lauerman commented
In MS Teams Voice Auto attendants, menu options when I program dial key to 1 to redirect to external phone number +1xxxxxxxxxx the call dials out rings and I get the following: sorry we can not connect your call at the moment please try again later. Why doesn't this feature work? I even tried to create a queue and have the queue call to an external number and still received the same announcement.
Has this been fixed yet ??
Kadir Ansari commented
Could you please help me to setup auto attendant to an External Number.
This is already implemented for Teams Auto attendant and is working fine on our Teams AA.
Let me know if you still needs to know how to configure this.
Edward Hickcox commented
I vote yes, please.
Anthony Elzy commented
You have my vote for this!
And the same thing with call queues please.
In response to "Jarrod Lash's commend dated Sep 10, 2020". As we are assigning a "service number" (this number is owned by Microsoft) to the resource account which is configured on an auto-attendant. How does it work even if we run PowerShell command i.e. "Grant-CsVoiceRoutingPolicy" if we have a direct routing setup? I ran the powershell command but still no luck.
Narasa Sarat Medapalli commented
Added the snippet for friends