Three party conference call fails

IBN 4,381

Hello Teams Community,

Please I need your help on this issue.

Customer Locala is using Direct Routing. Session border controller using is AudioCodes SBC. Last 1 week, end-users when they are doing three-party calls, the third call is never pushed to the SBC.

The User (ADVTEST.) once the call is established with Party A, presses people in the call, and the participant window shows up.

Here they try the Party B number. Teams make a conference call. Once the conference call is started, all caller could here is party B is leaving.

He could briefly see that called number B is leaving. He called B number receives the call.

Please see the screen shot.

On the Call history details we can see the call is originated by Teams.

This was working two weeks ago before and suddenly this type of 3rd party ( external) call initiation fails.

Yuki Sun-MSFT 41,016 Reputation points

2022-04-12T01:46:56.003+00:00

Hi @IBN ,

This was working two weeks ago before and suddenly this type of 3rd party ( external) call initiation fails.

Any change was made in your environment right before the issue started to occur?
Was it affecting all users or only a particular user cannot make a 3rd party call?
Is internal 3rd party call working properly?

Besides, in order to narrow down the issue, it's also suggested to test in Teams web client and see how it goes.
IBN 4,381 Reputation points

2022-04-12T08:08:15.75+00:00

Thank you for your reply

Any change was made in your environment right before the issue started to occur?
No Changes was made.

Was it affecting all users or only a particular user cannot make a 3rd party call?
All users are affected to make 3rd party calls.

Is internal 3rd party call working properly?
yes, internal 3rd party call works

Teams web client also same behavior noticed i.e. 3rd external call doesn’t connect.
Yuki Sun-MSFT 41,016 Reputation points

2022-04-13T06:54:10.203+00:00

Hi @IBN ,

Thanks for the response. For current situation, I'd suggest have a look at the per-user Call Analytics via Teams admin center > Users > Manage users, select the user, click Meetings and calls, choose the problematic call and see if any clues can be found.

Besides, considering that you are using direct routing, it's also recommended to try contacting your SBC vendor to look into this as well.
IBN 4,381 Reputation points

2022-04-15T07:37:26.99+00:00

Thank you for your reply.

We check the call Analytics but we couldn't find any clue of the problem.

The three-party conference calls are working fine for another tenant while for our own tenant after inviting 3 participants to join the conference call. One of the participants will show that he or she is leaving the call as shown below:
Yuki Sun-MSFT 41,016 Reputation points

2022-04-18T07:28:07.517+00:00

Hi @IBN ,

We check the call Analytics but we couldn't find any clue of the problem.

Given this, as mentioned earlier, it's suggested to try contacting your SBC vendor or PSTN provider as well to help troubleshoot the issue as well.
IBN 4,381 Reputation points

2022-04-19T10:37:00.347+00:00

Thank you for your reply.

I just confirmed from our SBC Vendor they cannot see the second call that was made but they can see the first call.

So i don't know if the problem is coming from Teams or from the SBC.
Yuki Sun-MSFT 41,016 Reputation points

2022-04-23T14:53:52.88+00:00

Hi @IBN ,

Since your customer is using Direct Routing, it's also suggested to try running the Direct Routing Diagnostic Tool and see if the configuration for the user is correct. See Direct Routing Diagnostic Tool.

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Three party conference call fails