Redirect to external phone number not working

Question

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.

Answer 1

Hi @IBN ,

Have you checked the following check list?

Answer 2

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

Regards,
T

Answer 3

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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