How To: Configure Call Queue and Auto Attendant redirect to External Number

[@opeenitan]

Hi, I have teams phone setup and working with autoattendant, i want to ensure that after certain ring times and the phone isnt picked it should redirect to the person's personal number. Does this video still work?

[@luisgomez9298]

How do you create the policy "Australia" in your example, what is the dial plan contained in it?

[@SwitchConnectau]

Hi Luis, this will be set to whatever you have called your policy in Teams. You can view what you have called them in the Teams admin portal under Voice >> Voice Routing Policies. Rohan

[@alenkacaserman]

Any other troubleshooting tips you can offer? I can't get this to work - I get the auto attendant greeting and options listed but when I select the option that should redirect to external number it says something along the lines "we cannot connect your call at this moment". The auto attendant has a number assigned and the voice routing policy. I waited for a while and still no luck

[@sirwhitey111]

Hi Alenka, Rohan from Switch Connect you can also check the Voice Analytics reports to see what the error is, also check on your SBC if the call is hitting it. and lastly you could also do a voice route dialled number check on the resource account to ensure it has permission to dial out.

[@alenkacaserman]

@@sirwhitey111 Rihto, I'll need to check where I can see this Voice Analytics report. I'm helping a small charity in Qld set this up so in theory this should be a really simple scenario: have the charity main line answered by auto attendant, then route the call to the mobile number of the selected person. They don't really use Teams for calls, more just for collaboration and the occasional meeting. Hence their setup is pretty vanilla and I haven't touched the defaults. Hope it's not an utterly stupid question but do they need to have SBC configured for any of this to work? I'm not familiar with VoIP telephony so this is all new to me. I understood the SBC is some kind of network device, sounded like something larger enterprises would have if they previously used VoIP through 3rd party provider and they're now integrating it with Teams.

[@jashanjp87]

Hi There, I have done the exact same thing but for the Auto Attendant. How long does it take for the Changes to appear in the Teams Portal? I keep getting Sorry We cannot connect your call at this moment. Thanks

[@sirwhitey111]

Hi Jahan, did you assign a phone number to the resource account and grant it access to you voice routing policy.

[@jashanjp87]

@@sirwhitey111 hi mate thanks I just had to wait for the changes to take place at Microsoft’s end. After waiting for 20 minutes it just works. You video was really helpful though.

[@sirwhitey111]

@@jashanjp87 great to hear. There is always the replication wait, I get a little impatient sometimes.

[@vipulwairagade2325]

Is there any way we can get have a outgoing webhook to external application to get call information coming to the auto attendant ?

[@SwitchConnectau]

You could possible get some details if you build an integration to the Graph API.