4 Teams Calling configuration

4.1 Introduction

Teams have several built-in features that could interact with the AnywhereNow call flows and may result in unwanted call flow behavior. This chapter explains what could be in the way of a call flow and recommendations are provided on how to correct this.

4.2 Teams voicemail interactions

4.2.1 Introduction

Depending on the Teams end-user preferences the user has the option to forward unanswered calls to Voicemail. If no precautions are taken this may lead to unwanted call flows, where a call to a contact center phone number may end up in the Voicemail of an unavailable Contact Center agent (instead having the contact center hunting for the next available agent).

4.2.2 Resolution #1

In the Teams calling environment it is possible to, on a per call-by-call case, ignore the end-user’s call forwarding to voicemail setting, based on specific data/parameters received in the incoming SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. INVITE call request.

Per UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., the customer has the option in the SharePoint configuration file to indicate if for an outgoing call request if call forwarding for the terminating party (i.e. agent) is blocked or allowed. For more information about the SIP parameter providing call forwarding blocking settings to the terminating party, refer chapter 6.8.1 Header X-MS-RoutingPolicies.

4.2.3 Resolution #2

It should be noted that when the above recommendation is not followed, the voicemail interaction issue can still be solved to disable the voicemail account of each Contact Center agent.

4.3 Teams Music on Hold interactions

4.3.1 Interaction

Teams will play music on hold by default to PSTN calls placed on hold by a Teams end-user. When a Contact Center Agent puts a UCC call on hold, the Teams music on hold kicks in after a second. However, when the business wants to utilize the music on hold playlist options that AnywhereNow delivers, the Teams music interferes with this functionality. Teams will keep sending RTP stream towards the UCC on the agents' call leg, which will be played towards the customers' call leg.

4.3.2 Resolution

The Music on Hold settings can be adjusted per end-user by assigning them to a Teams Voice Calling Policy in which Music on Hold is disabled.

This will make sure the agents call leg on the UCC will be silent and the UCC receives a re-invite with the SDP parameter ‘a=inactive’. This re-invite with ‘a=inactive’ needs to be forwarded to AnywhereNow Dialogue Cloud SBC. This will activate the UCC music on hold and, if configured, the playlist.

4.4 Teams Busy-on-Busy Options interactions

4.4.1 Interaction

Teams Busy-on-Busy Options setting configures how incoming calls are handled when a Teams user is already in a call, conference or has a call placed on hold.

By default, the setting is set to “Enabled” in a Teams Calling Policy, causing that new or incoming calls will receive the busy treatment. This could potentially be in the way of AnywhereNow. If the LowestHuntPresence (SharePoint) setting for the UCC is set to ‘Busy’ or ‘Offline’, the call from AnywhereNow will be offered to the Teams user, but when received in the Teams Application server, the call will be rejected due to the Calling Policy Busy-on-Busy setting (i.e. the LowestHuntPresence service does not work).

4.4.2 Resolution

If there is a requirement for LowestHuntPresence being set to ‘Busy’ or ‘Offline’, please ensure that in the Teams calling policy the Busy-on-Busy parameter is off/disabled and the policy is assigned to the Contact Center Teams agent(s). This can be done using the Teams Admin Center or via PowerShell.

4.5 Teams Simultaneous Ring and Forward calls interactions

4.5.1 Interaction

Teams can simultaneously ring or forward calls to delegates, a call group and external phone numbers that are configured for that Teams user instantly. Allowing this type of “call forwarding scenarios” may have unwanted side effects on the Contact Center behavior or expected response. An example may be that a Contact Center Agent has forwarded all Teams Calls to his/her mobile device and e.g. due to a battery failure all calls are directly forwarded to the mobile voicemail. In this case all Contact Center calls offered to this agent will end-up in the mobile voicemail.

4.5.2 Resolution

To avoid unwanted call forwarding, the Teams calling environment supports a per call-by-call case option to ignore the end-user’s call forwarding setting, where this is done based on specific data/parameters received in the incoming call request.

Per UCC, the customer has the option in the SharePoint configuration file to indicate if for an outgoing call request if call forwarding by the terminating party is blocked or allowed.

For more information about the SIP parameter providing call forwarding blocking settings to the terminating party, refer chapter 6.8.1 Header X-MS-RoutingPolicies.

It should be noted that when the above recommendation is implemented, the call forwarding issue can still be solved to disable call forwarding options of each individual Contact Center agent.

4.6 Teams anonymous calling-line-identity-policy interactions

4.6.1 Interaction

For every Contact Center agent that has the “Outbound interception service” provisioned, it should be validated that this user always originates calls with its own calling line ID. If this is not valid for the Teams agent, all outbound calls would fail. To intercept an outbound call for a Teams user AnywhereNow Dialogue Cloud needs the telephone number of the agent in the SIP invite from the Teams-agent to determine if the UCC needs to intercept this call.

4.6.2 Resolution

Make sure that for a Contact Center Agent that has the “Outbound interception service” provisioned, that in the Teams CallingID policy the user does not have an anonymous, or group calling-line-identity-policy.