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.
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
Narasa Sarat Medapalli commented
This is now possible by directly giving the E164 format number with new option to External transfer in Auto attendant. Looks like Communication credits are doing the magic to route the calls to PSTN from Auto attendant.
Let's Talk /IT commented
anthony Klimek commented
Does anyone have a complete list of licenses, and steps needed AFTER adding the external phone number option and external phone number?
David Eberhardt commented
This one is live for a while now... how about can we get it closed or marked completed/implemented?
mark hoglund commented
RSADMIN That is our experience also. I wanted to clarify to Microsoft that this is a cost issue. ALL other phone vendors we have dealt with offer a forwarding number (some in the form of an auto attendant) for under a dollar a piece. We have internal numbers that forward to our sales reps cell numbers. They don't use any phone features from the internal phone system. Just a simple forward.
Microsoft, you just need to lower your pricing on this type of setup.
From our experience you have to have a Domestic Calling Plan License assigned to each Auto Attendant that you want to dial outbound. These Auto Attendants must also be assigned a Virtual Phone System License (Free). As soon as we had both these things assigned, we could transfer calls externally no problem. Took some figuring out before we confirmed this. Also gets very expensive -- in our case we have several auto attendants that each need to transfer calls. Each of those requires a Calling Plan license for $12/month even though they make very few transfers.
Michael - We're having the same issue. I don't understand how Microsoft makes these simple things so complicated. If we need a calling plan or, as Jarrod said, a voice routing policy -- then the solution should SAY THAT when you're configuring it. Instead they leave us all guessing. Microsoft please address this. We still have no idea (at least I don't) what's REALLY required to transfer calls externally via auto attendant even though the option is there!
Jarrod Lash commented
I figured this out. If you have direct routing you need to grant the Resource Account a Voice Routing Policy
Grant-CsOnlineVoiceRoutingPolicy -Identity 'email@example.com' -PolicyName 'RouteToSBC-Policy'
Once I did this routing worked.
If you dont have direct routing I assume you will need to assign a calling plan to the Resource Account.
It looks like there is an option now available in the auto attendant that says "External Number" but every time the auto attendant tries to forward me to the external number I get a "Sorry we cannot connect your call at the moment". So I reached out to tech support who tells me this feature is not available?? But then you can find help files on the subject stating that specific licensing is necessary to have in place. SUPER confusing. Both the situation and the documentation itself. If anyone has figured this out please let me know because it is the only thing holding us back from migrating to Teams Voice.
Please add the ability for the auto-attendant to forward calls to toll free numbers. This is imperative. How could you roll this out without this option?
Steven S commented
Apparently, this only works for toll based numbers, they don't support it for toll free numbers according to Microsoft support. For toll based numbers the old hack (forward it on to a person who has forwarding turned on) is the "supported" approach.
We have the same issue. Unable to route calls to external numbers. Should be a basic feature. Why have it as a option if you cant use it?
michael elzufon commented
i am experiencing the same issue and would like assistance.
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.