Call Queue calls flashing after enabling Teams direct routing

[CFP]

We have an issue with the calls coming in to a queue going in to an endless loop of calls being dropped. It seems to affect agents who are not setup to use teams direct routing, as agents who are setup to use teams direct routing and are a member of the queue seem to be able to answer the calls.

i tested this with a user who was new to the call queue and not setup with teams direct routing and got the loop. I then went through the process of configuring the user to use teams direct routing retried the call queue and they were able to answer the call without issue.

 

[CFP]

Hey @NickD_3CX,
so I can confirm that my issue is directly impacted by the team's direct routing.

I configured another user who reported the issue to us so that they are also set up with team direct routing.. I then can see the user in the team's admin center setup with their number etc and they are then all of a sudden able to answer calls to the queue.

 

[ChrisC_3CX]

Hey @CFP

Note that, when the 3CX PBX detects a Phone System license for a 365 synced user, it will immediately consider that user as registered for Team calls so it will attempt to send calls to it. Now if that user has the Phone System license but has yet to be configured on Teams as to be ready for calls, calls to the extension may fail and will be especially noticeable for Queue Calls which would explain why you're experiencing this.

 

[CFP]

Hey @CFP

Note that, when the 3CX PBX detects a Phone System license for a 365 synced user, it will immediately consider that user as registered for Team calls so it will attempt to send calls to it. Now if that user has the Phone System license but has yet to be configured on Teams as to be ready for calls, calls to the extension may fail and will be especially noticeable for Queue Calls which would explain why you're experiencing this.

I see.
May i ask, without spinning up a second PBX server and SIP trunks etc. how are we supposed to test the feature which displays as Alpha on a set of users if it breaks key elements of the product?

Essentially I have to now deploy the functionality to all users just in case they cannot receive calls...

 

[NickD_3CX]

Essentially I have to now deploy the functionality to all users just in case they cannot receive calls...

...or remove the Phone System License from the MS365 users so that 3CX does not see them as "call targets", if of course they aren't planning on using the Teams Client to make/receive calls.

 

[CFP]

...or remove the Phone System License from the MS365 users so that 3CX does not see them as "call targets", if of course they aren't planning on using the Teams Client to make/receive calls.

We're running E5 licenses which enables this by default, for teh record it seems to only affect call queues.. i've been using teams and 3cx (app) and can make receive calls on both.

edit: fixed what i broke the above still applies.

 

[ChrisC_3CX]

We're running E5 licenses which enables this by default

In that case I guess the only other option would be to downgrade these users license to one that does not have the Phone System feature but yet has everything else they need.

The fact remains that if the user is synced and has has a Microsoft License that includes the "Phone System" license, the 3CX PBX will attempt to send calls to it, so, it's either that or actually set up the user to be ready for calls by completing the teams setup.

Regarding how this is affecting Call Queues it actually is an assumption that the above is the cause so if you want we can take a closer look to make sure that nothing else is going on. I'll PM you shortly with what we'd need to determine this.