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Limitations and considerations - Attendant Console for Microsoft Teams

Below is an overview of the limitations and considerations that apply to the Attendant Console for Microsoft Teams.

Limitations and considerations

Use case Remark
Missing notification for incoming queue call if the Attendant window is not active in Teams Teams App limitation Select Pop out App to open Attendant in a separate window Roadmap item to add support for joined queues with call distribution. Then the notifications will appear in the Teams app
Consultative transfer to a Teams iOS mobile client is not supported Case raised at Microsoft On iOS, it fails when transfer is accepted by recipient Works fine on Android devices
Dialing a non-E.164 Phone number from Contact list is not supported Current solution is to define a dial plan policy with normalization rule in Teams Admin Center and apply it to the outbound queue Roadmap item to integrate E.164 normalization support into Attendant
Dialing a Teams user via its PSTN phone number is not supported yet Under investigation
Dynamics CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Widget issue when used embedded in Teams Will be resolved in release MT2022.03
Conference Calls not supported  
DTMF not supported for outbound calls Limitation of Microsoft Cloud Communications API for group calls
Park Call not supported Limitation of Microsoft Cloud Communications API
Direct routing: fallback to queue not working correctly when destination does not answer and voicemail is disabled Statement from Microsoft: the SBC is responsible for PSTN alert timeout timer.
The solution is to change the parameter SBC No Answer Timeout' configure voip > sbc settings > sbc-no-alert-timeout [SBCAlertTimeout]. The default value is often 600s, set it to 50s.
Sometimes ringback tone can be heard shortly after transfer has been completed Under investigation
Direct transfer button not available for queue entries in Contact List Planned for upcoming release Note: only available for direct transfer

Direct (blind) transfer scenarios

Direct transfer from Attendant for Teams to …
Destination Microsoft calling plan Direct routing Operator Connect Remark
Teams user + + + Default action when transferring a call
PSTN number +* + + *Outbound Attendant queue must have a Domestic or International calling plan license
A second Attendant + + +  
Attendant queue + + + Requires the E.164 PSTN number to be entered for the destination Limitation: transfer button is not shown, create a personal/group contact to select queue as destination from the Contact List
Phone System Auto Attendant + + +
Phone System Queue + + +

Consultative (warm/attended) transfer scenarios

Consultative transfer from Attendant for Teams to …
Destination Microsoft calling plan Direct routing Operator Connect Remark
Teams user + + + Default action when transferring a call
PSTN number +* + + *Outbound Attendant queue must have a Domestic or International calling plan license
A second Attendant + + + Note: once the transfer is accepted the attendant receiving the call must answer it in Conversations (F2)
Attendant queue Limitation of Microsoft Cloud Communications API Feature request at Microsoft Message "This operation is not possible" is displayed
Phone System Auto Attendant
Phone System Queue