Programmatically answer call from Teams Call Queue

Question

Programmatically answer call from Teams Call Queue

Ty Oh 21

Hi,

There has been an update in how the standard Teams Client answers calls from Teams Call Queues.

This update seems to have occurred in the recent weeks as of this writing on the 1st of March 2023.

When the Teams Client answers a call from a Call Queue, the call is then transferred somewhere to get connected to caller.

This was not previously the case.

We are using Graph API on the server side and the TeamsCallAgent API available from @azure/communication-calling SDK on the client side and have built a Call Center WebClient which supports Teams phone types.

At the moment, when our WebClient answers the call from a Call Queue, the call is answered, but this seems to be some dummy call. The audio is not connected to the caller, the caller is still hearing music.

How we do programmatically do this transfer like the standard Teams client? Where do we transfer the call to?

Here are screenshots of what's happening with the Teams Client since the recent update.

Call from Call Queue is answered in Teams Client.

User's image

We can see that the call gets transferred somewhere as seen in the screenshot below.

User's image

Then a second later we see the call is connected as shown below.

User's image

Thanks.

SokiGuo-MSFT 31,526 Reputation points Microsoft External Staff

2023-03-03T05:29:53.3033333+00:00

Hi @Ty Oh

Thanks for visiting our forum. Microsoft Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. Based on your description, this problem is related to Teams Graph API development. Also, please also note that this is a public forum and the information you upload contains private information, so I covered this information. Thanks for your understanding.
Sayali-MSFT 3,911 Reputation points Microsoft External Staff Moderator

2023-03-03T17:07:35.14+00:00

@Ty Oh - Thanks for reporting your issue.

We will check this at our end and will get back to you.
Ty Oh 21 Reputation points

2023-03-06T10:38:45.4833333+00:00

@Sayali-MSFT Thank you for checking this issue out.

@SokiGuo-MSFT Thank you very much for covering my private information, I should have done that my self hehe.

2 answers

Your answer

SokiGuo-MSFT 31,526 Reputation points Microsoft External Staff

2023-03-03T05:29:53.3033333+00:00

Hi @Ty Oh

Thanks for visiting our forum. Microsoft Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. Based on your description, this problem is related to Teams Graph API development. Also, please also note that this is a public forum and the information you upload contains private information, so I covered this information. Thanks for your understanding.
Sayali-MSFT 3,911 Reputation points Microsoft External Staff Moderator

2023-03-03T17:07:35.14+00:00

@Ty Oh - Thanks for reporting your issue.

We will check this at our end and will get back to you.
Ty Oh 21 Reputation points

2023-03-06T10:38:45.4833333+00:00

@Sayali-MSFT Thank you for checking this issue out.

@SokiGuo-MSFT Thank you very much for covering my private information, I should have done that my self hehe.

Answer 1

Sayali-MSFT 3,911 Microsoft External Staff Moderator

@Ty Oh - Calling and Meeting Bot provides basic functionality like Create Call, Join a call, Transfer/Redirect a call, Join a scheduled meeting and invite the participants by integrating cloud communications API Graph API.

Sample Link-https://github.com/OfficeDev/Microsoft-Teams-Samples/tree/main/samples/bot-calling-meeting/csharp

Hope it is helpful.

Ty Oh 21 Reputation points

2023-03-07T03:02:30.5766667+00:00

Thanks Sayali, the "Calling and Meeting Bot Sample" you've mentioned a sample I've looke into some time ago. This is a server side sample, and and it looks like this is how Teams is connecting Call Queue calls now.

Our problem is we have a Call Center WebClient that with PhoneType Microsoft Teams, we need to replicate what the standard Teams Client does to answer to call.

We are using the latest @azure/communication-calling SDK on our Call Center WebClient and is we get a normal Teams Inbound Call, when we answer the call normally, the call is not connected to the caller. There is no documentation on how to handle the change in answering calls from Teams Call Queues.

Thank you for your time.
Ty Oh 21 Reputation points

2023-03-17T07:31:06.75+00:00

Hi Sayali, any updates on this topic.

Our management is keeping an eye on this one.

Thanks.

Answer 2

Dor Ezra 0

Hi @Ty Oh ,
Did you find any solution for this issue?

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Programmatically answer call from Teams Call Queue

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