Programmatically answer call from Teams Call Queue

Ty Oh 21 Reputation points
2023-03-02T23:55:05.07+00:00

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.

Microsoft Teams
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A Microsoft programmability model that exposes REST APIs and client libraries to access data on Microsoft 365 services.
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2 answers

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  1. Sayali-MSFT 2,266 Reputation points Microsoft Vendor
    2023-03-06T18:00:21.3066667+00:00

    @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.


  2. Dor Ezra 0 Reputation points
    2023-08-30T08:38:02.2533333+00:00

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

    0 comments No comments