ATG

My feedback

  1. 286 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    65 comments  ·  Public » IP Phones  ·  Flag idea as inappropriate…  ·  Admin →
    An error occurred while saving the comment
    ATG commented  · 

    I apologize in advance for the long post. I hope others find this helpful or have a different/better experience.

    I spent from 20-May until 18-Jun working on this about 4 hours/day. Some on my own and some with a Microsoft engineer, basically going in circles. I would provide information, Microsoft would 'pass it up to the engineers'. My contact would ask for logging information...dates and times of problematic calls and each time asking for more examples and logs. Also asking me to "record the delay using a stopwatch", which Microsoft was quite insistent that I do...as in a literal stopwatch. I was told they needed to know exactly how long the delay was (despite it almost always being 6 to 10 seconds). Each time the engineer would call into the customer's front desk the report was 'it seems to be working fine'. I asked if the call was made using a normal mobile phone, the answer was 'I'm not allowed to do that'.

    Never at any point, though requested, did Microsoft offer to get on a bridge with me and take and dissect a packet capture.

    Microsoft eventually concluded that it must be the 'legacy' Polycom VVX601 phones...despite the same thing occurring on a Teams certified Yealink MP56 (though it was better, but still not good enough)...and the fact the VVX601 had been working fine for Months.

    There is a call transfer setting (conference mode) in the Call Queue that made it better when enabled, but everything had to be native Teams (no mixed 3PIP mixed SfB allowed - which of course the customer is).

    Using the Teams client worked fine with the incoming Auto Attendant and Call Queues, as did direct dialing a number associated to a user on the Polycom VVX601 - repeat...ZERO problem with direct dial. I believe there is something wrong with the call setup time when AA and CQ's are involved.

    The customer, a medical office, was not interested in transitioning to the Teams client on the computer as having a physical handset was a client specified requirement when originally moving to Teams.

    On 18-Jun, the owner of the business instructed me to go back to their their legacy PSTN system. "I cannot run a business like this..we look so unprofessional". I have to agree.

    This Friday I am moving the customer back to their original carrier on analog lines. It cannot happen soon enough.

    DISCLAIMER: Microsoft you are welcome to fact check this. If I have misstated anything in anyway, it is not intentional. I've done my best to report the facts as they were in hope this is useful to another individual or organization.

    ATG supported this idea  · 
    An error occurred while saving the comment
    ATG commented  · 

    Same problem here. Beginning around 0900 EDT (1300 UTC) on Thursday, 20-May after having made zero changes to anything related to the customer's environment, the customer who previously had been happy with the Teams performance went to what is now reported as a 6 to 12 second delay from the time the call is answered to the time the customer can hear the caller on the phone. This includes the customer's test phone that I use back at my office completely separate from the customer LAN. As you can imagine, many calls are terminated by the caller thinking the call had not connected. Customer is using caller ID to call the patients back (medical office).

    The customer is very unhappy about this and simply wants to dump the whole kit.

    In this situation call comes into an auto attendant on a # associated to a service account and the auto attendant immediately forwards the call to the front desk phone. All phones are Polycom VVX 601 using Poly certified SfB firmware one rev in arrears (same problem with latest firmware).

    Microsoft reports there is a known issue with Teams and Attendants/Call Queues that accounts for 2-4 seconds of delay but insists that anything more than that is a different problem.

    I'll keep an eye here for any advice.

    An error occurred while saving the comment
    ATG commented  · 

    Same issue reported by my customer today. Polycom VVX 601, using SfB. Similar problem on 17-Dec-20. MS confirmed it was a config change on their end. It appeared to be specific to VVX/SfB.

  2. 393 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    85 comments  ·  Public » Calling  ·  Flag idea as inappropriate…  ·  Admin →
    ATG supported this idea  · 

Feedback and Knowledge Base