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We use the Graph Cloud Communications API for our Teams Calling Bot to answer an incoming call (usually from the PSTN) to the Bot, and then add a Teams user into the call. When the Teams User receives the incoming call, a new chat thread appears in the chat side-panel displaying the PSTN number (although, we've noticed that this doesn't always occur). Since this is a voice-only call with an external (PSTN) party, this chat thread is of no use, and furthermore since this is used in a help desk scenario, the Teams user may end up receiving many calls, thus creating numerous unwanted empty chat threads (and meaning important chat threads may scroll off the bottom of the chat side-panel) .
Example, Shown below is a chat thread created in the chat side-panel for an incoming (group) call to a Teams user (desktop client) from a Teams Calling Bot with a PSTN party already in the call;
The older Teams client didn't create these chat threads at all at some point in time, and when it did we believe they timed-out and disappeared after some time (within minutes). The new Teams client creates these unwanted call-related chat threads and doesn't appear to time them out.
Also, if the call is not answered by the Teams user, a draft chat thread is created (although this seems to appear only after exiting chat (e.g., clicking on Activity) and then returning). Sometimes, these draft chat threads are created even when the call has been accepted by the Teams user.
Is the creation/displaying of the empty chat thread and/or draft chat thread in this scenario a bug? If it is intended, then is there any configuration we can apply in order to not display these empty chat threads and draft chat threads? We have customers who are complaining about this behaviour of the Teams client.
Steps to Reproduce;
The creation of the draft chat threads appears to be the greater issue since there seems to be a potential means to remove/hide the non-draft threads (using chat: hideForUser) but tests suggest that the daft chat threads can't be hidden using this approach.
Any help in this matter will be gratefully received. Many thanks in advance, cheers Dave
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Thanks for visiting our forum. Microsoft Teams tag is mainly focused on the general issue of Microsoft Teams application troubleshooting. Based on your description, this problem is more related to Teams development, which we are not familiar. Thank you for your understanding and patience!
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Could you please share the code base created by you including a short video of your issue, so that we can try to repro it from our end?
Hi @ChetanSharmamsft , thanks for the response. We are using the Microsoft Graph Comms Sample Simple IVR Bot with a slight modification. Instead of performing a transfer to a Teams User we are inviting the Teams User to the call. To modify the code in Bot.cs, amend the BotTransferCallAsync method as below;
private async Task BotTransferCallAsync(InvitationParticipantInfo target, string callId, string tenantId, Guid scenarioId)
{
// await this.GraphApiClient.SendAsync(this.RequestBuilder.Communications.Calls[callId].Transfer(target).Request(), RequestType.Create, tenantId, scenarioId).ConfigureAwait(false);
var inviteRequest = this.RequestBuilder.Communications.Calls[callId].Participants.Invite(
participants: new List<InvitationParticipantInfo> { target },
clientContext: callId).Request();
await this.GraphApiClient.SendAsync<InviteParticipantsOperation>(inviteRequest, RequestType.Create, tenantId, scenarioId).ConfigureAwait(false);
}
Using this code, and following the reproduction steps in the original post, you should easily be able to see the chat messages created. Many thanks.
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In specific Call scenarios I can reproduce it in my test tenant. It seems that when you have a Group Call and invite a participant (for example a Teams colleague), the Teams client of the invited participant receives a popup of the call to join the group call and exactly at the same time (so before pickup) the teams client calls the following URL https://teams.microsoft.com/api/chatsvc/emea/v1/threads within the payload the participants IDs and the properties to create a chat are added.
Following this thread for a way to prevent this HTTP request from the Users Teams v2 client.
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Hello @Dr Dave H
Could you please let us know whether your issue has been resolved?
Hi @Vikram Boorla (Tata Consultancy Services Limi) . I can confirm that this issue still persists.
Did anyone got this resolved? Its really annoying to have draft chat threads. the chat overview within our Agents Teams clients are completely gone!
Hi @Michael Brugge . No, it's still an issue for us.
Hello @Dr Dave H
We are checking this with our engineering team. We will inform you once we have any update.
Thanks!
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We have the same problem. As soon as a call is routed to the call group, the colleagues in the call group receive a draft in the chat. The entry is created whether the call was accepted or not. I would like a solution for the automatic removal of draft entries for our business, which has to deal with this on a daily basis.
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We have exactly the same issue. Is there any solution available to avoid keeping conversations without content ?