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Microsoft Teams Direct Routing unable to hear the caller

Hadi Marashy 30 Reputation points
2023-04-19T07:07:26.34+00:00

We are currently experiencing significant difficulties with our phone system, as we are unable to hear the person on the other end of the line when a call comes in for approximately 50% of the calls. This issue persists for calls directed to the call queue as well as individual end users. Our setup utilises Microsoft Direct Routing in conjunction with Gamma.   Despite testing the system on three separate networks, the problem remains. It also affects all devices, including Yealink, Windows, Android, and iOS, regardless of updating them to the latest Teams version.   With our call queues operating in conference mode, we have attempted to disable this feature but to no avail. Gamma has conducted a call trace and reported that they were able to hear both sides of the conversation. We would greatly appreciate any assistance in addressing this ongoing issue.

Microsoft Teams
Microsoft Teams
A Microsoft customizable chat-based workspace.
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Microsoft Teams Phone
Microsoft Teams Phone
Teams Phone enables call-control and Private Branch Exchange (PBX) capabilities in the Microsoft 365 cloud with Microsoft Teams.
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  1. SokiGuo-MSFT 24,126 Reputation points Microsoft Vendor
    2023-04-24T09:00:11.8366667+00:00

    Hi @Hadi Marashy

    However, due to a recent update in forum policy, the question author now is not able to accept their own answers. So I have written a brief summary of the solution this issue. Please feel free to accept it as the answer, which would benefit others who also has similar issues in forum.

    Issue:

    Microsoft Teams Direct Routing unable to hear the caller. This issue persists for calls directed to the call queue as well as individual end users. Our setup utilises Microsoft Direct Routing in conjunction with Gamma.   Despite testing the system on three separate networks, the problem remains. It also affects all devices, including Yealink, Windows, Android, and iOS, regardless of updating them to the latest Teams version.

    Solution:

    After being unable to fix the problem, we decided to transition to Microsoft Teams - Operator Connect Service. This move has addressed all our concerns and our phone system is now functioning correctly.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  1. Hadi Marashy 30 Reputation points
    2023-04-24T08:49:39.52+00:00

    Hi All, After being unable to fix the problem, we decided to transition to Microsoft Teams - Operator Connect Service. This move has addressed all our concerns and our phone system is now functioning correctly. @Holger Bunkradt @SokiGuo-MSFT I would like to extend my gratitude to everyone who provided assistance and support during this challenging period. Your help has been greatly appreciated. Best regards,

    2 people found this answer helpful.
  2. SokiGuo-MSFT 24,126 Reputation points Microsoft Vendor
    2023-04-20T02:51:12.97+00:00

    Hi @Hadi Marashy

    To troubleshoot issues with Direct Routing, administrators can run a diagnostic tool in the Microsoft 365 admin center to validate that a user is correctly configured for Direct Routing in Microsoft Teams.

    1. Select Run Tests below to populate the diagnostic in the Microsoft 365 admin center. Run Tests: Direct Routing
    2. In the Run diagnostic pane, enter the email of the user you want to test in the Username or Email field, and then select Run Tests.
    3. The test result will indicate whether the user is configured correctly for Direct Routing. If the user isn't configured correctly, the diagnostic will provide information on next steps that you can use to address issues with tenant, user, or policy configurations.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

  3. Holger Bunkradt 16 Reputation points
    2023-04-20T06:51:43.6833333+00:00

    Hi Hadi, How is gamma connected to your Tenant with Direct routing? Do the manage the Traffic or do you have a SBC in place?