Redirect to external phone number not working

IBN 4,356 Reputation points

Hello Teams Community,

Please i need your help on this.

An auto-attendant was redirected to an external number. But when you call the auto-attendant you get a voice message saying "Sorry We cannot connect you.

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  1. T. Kujala 8,706 Reputation points

    Hi @IBN ,

    Have you checked the following check list?

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  2. Tiaan 736 Reputation points

    Hi @IBN

    If this is a New AA, you need to make sure that you assign it a Voice Route policy, you can use the below PS line to assign it:

    Grant-CsOnlineVoiceRoutingPolicy -PolicyName NZ-International -Identity $ResourceaccountforAA


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  3. JimmyYang-MSFT 49,811 Reputation points Microsoft Vendor

    Hi @IBN

    To allow auto attendants to transfer calls externally, please view this prerequisites at first.

    Besides, you need to make sure:

    1. For a resource account with a Calling Plan number, the external transfer phone number must be in E. 164 format.
    2. For a resource account with a Direct Routing number, the external transfer phone number format varies on the Session Border Controller (SBC) settings.

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