PSTN call - transfer not working

Question

Shifting does not work. If you have accepted a call, it should be transferred to a colleague. To do this, click on the 3 points at the top and then click on Shift. Then you select the colleague who should take over the call. If you then click on Put through, the call window stops unresponsive and you see the message "Will be put through". So the name of the colleague is missing there. Meanwhile, the caller hears music on hold all the time. The colleague sees or hears nothing. You can then not bring the caller back, only leave the call. Then the call is aborted.

Answer 1

Hi @Anonymous
Does this feature have same issue while access from any devices?
Here's why auto attendants won't forward calls to external PSTN numbers:

• No licenses, or incorrect licenses, are assigned to the auto attendant. If you can transfer a call to an internal user or a bot, but if you can't transfer a call to an external PSTN number, this might indicate a licensing issue.
• The SIP Invite message is sent to an incorrect device. For example, the message is sent to a PSTN provider. By design, SIP Refer messages don't contain complete information about the target. For example, a PSTN number is normalized to the international format.

To resolve this issue, assign the correct license to the auto attendant to enable it to make PSTN calls. If the issue persists, make sure that the SIP Invite message is sent to the SIP proxy that can transfer calls appropriately. The SIP proxy sends the SIP Invite message to the PSTN network according to settings (such as normalization rules, SBC routing, caller ID).

For more details about Issues that affect call transfers, you could refer to:
https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/phone-system/direct-routing/issues-with-call-transfers

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