Queue Calls Rejected by Teams

[Chris_F]

Hi Everyone,

We have recently deployed Teams integration onto our PBX and the routing of calls between Teams and 3CX appeared to be working well until we received some inbound calls to one of our queues. When receiving a queue call all extensions with Teams integration enabled would ring for a fraction of a second and then stop. Reviewing the activity log this appears to be due to Teams rejecting queue calls with a code 400 and the error reason: q.850;cause=95;text="9fc4e4bc-5467-4ac7-b95d-d4d05f88f67f;invalid alertinfo header: mismatched token found:

Has anyone experienced a similar issue and may be able to help point me in the right direction here?

Thanks,

 

[NickD_3CX]

Hi Chris,

First I'd like to start by mentioning that while Teams clients should be able to be used by Users that are placed in Queues, it is not recommended.
Some of the reasons for this are:

• Teams client is not as optimized for Queue usage as the 3CX Clients
• It usually takes at least 4-5 seconds for a Teams client to start ringing becuase the path the request must follow is 3CX Server --> Teams Server --> Teams Client and back again. This means that if you have a Ring time in the Queue of anything below 8s, you might have symptoms like what you're experiencing now.
• Paying a Teams license for Queue Members is not always the most cost-efficient solution, especially when the 3CX clients are free!

So the first question would be, what value have you set the Queue ring time to (not Max Queue Wait Time). Try increasing it as a test to something like 30s and check if the behavior is still the same.

Also, if you log out of a Teams client and use a 3CX Client for an agent in the Queue, does the same happen?

Last question, if you call a Teams Extension directly, does that ring OK?

 

[Mark_McClain]

Hello,

I am just discovering the same to be true as I am doing a proof of concept with 3CX and I am hopeful that it can replace our current phone system.
In testing with one 3CX extension who is configured with Teams, a queue call is directed to that extension, drops almost immediately, immediately rings in again, drops, and continues. The queue ring time is set to 30 seconds.

@ NickD_3CX, you asked in your last post-

• Paying a Teams license for Queue Members is not always the most cost-efficient solution, especially when the 3CX clients are free!

This is a huge deal to have call center staff not on Teams, while the rest of our global companies all use Teams exclusively for calling back and forth within Teams as well as using it for our one and only chat platform. I guess they could have Teams, just not configured in 3CX as a Teams user.

Mark

 

[NickD_3CX]

Hello,

I am just discovering the same to be true as I am doing a proof of concept with 3CX and I am hopeful that it can replace our current phone system.
In testing with one 3CX extension who is configured with Teams, a queue call is directed to that extension, drops almost immediately, immediately rings in again, drops, and continues. The queue ring time is set to 30 seconds.

@ NickD_3CX, you asked in your last post-

• Paying a Teams license for Queue Members is not always the most cost-efficient solution, especially when the 3CX clients are free!

This is a huge deal to have call center staff not on Teams, while the rest of our global companies all use Teams exclusively for calling back and forth within Teams as well as using it for our one and only chat platform. I guess they could have Teams, just not configured in 3CX as a Teams user.

Mark

Hi Mark,

I'm actually very glad you brought this up again because since the last time, one of my colleagues found that you can disable the the "Phone System" attribute of a MS license:


So, if you have synced a MS365 user that has e.g. an E5 license, but you DON'T want them to use Teams and instead use the 3CX Desktop App only, what you can do alternatively is disable the "Phone System" from their license.

Once you do this, if you wait a few hours or restart all 3CX Services, in the Management Console --> Users, next to the user in the "Synced with" column, you will see the "MS365+Teams" be converted to "MS365" and from that point onward you shouldn't have the problem you described.

 

[ucfox]

Hi Chris,

First I'd like to start by mentioning that while Teams clients should be able to be used by Users that are placed in Queues, it is not recommended.
Some of the reasons for this are:

• Teams client is not as optimized for Queue usage as the 3CX Clients
• It usually takes at least 4-5 seconds for a Teams client to start ringing becuase the path the request must follow is 3CX Server --> Teams Server --> Teams Client and back again. This means that if you have a Ring time in the Queue of anything below 8s, you might have symptoms like what you're experiencing now.
• Paying a Teams license for Queue Members is not always the most cost-efficient solution, especially when the 3CX clients are free!

So the first question would be, what value have you set the Queue ring time to (not Max Queue Wait Time). Try increasing it as a test to something like 30s and check if the behavior is still the same.

Also, if you log out of a Teams client and use a 3CX Client for an agent in the Queue, does the same happen?

Last question, if you call a Teams Extension directly, does that ring OK?

Hi @NickD_3CX

I have just discovored a new Problem regarding a call queue wich should ring on Teams Users.
I recognised that if a you have a queue configured in 3CX with Users in it wich only use the Teams Client without the 3CXApp you are unable to decline a call on the Teams Client.

If you want to decline the call from the queue on your Teams Client the Call disappears for 1 second and appears again right after. So you are unable to decline a call. If you use the 3CXClient there obviously is no problem.
And direct calls work without any problems.

Is this a known Issue?

Greetings from Switzerland.

 

[StefanW]

Queue calls cannot be declined in 3CX by an agent, the ring cycle is terminated and recreated once this occurs. This is a default agent behaviour in 3CX for queue calls.