Microsoft Teams Call Queues and Auto Attendants for Direct Routing

Microsoft released a very important update in case you are planning or already operating Microsoft Teams Direct Routing. I’m very excited about this recent service update. The Call Queue (CQ) and Auto Attendant (AA) Services for call flows and call automation were updated for Teams Direct Routing.

What’s new with Teams Direct Routing (May 2019)?

Let me recap and point out the capabilities which were announced via the Teams blog by Microsoft:

  • Manage CQs and AAs via Teams Admin Center (instead of the legacy SFB Online Admin Center)
  • (Preview May 2019) Support for Teams Direct Routing Telephone Numbers in Call Queues (for Teams-only users)
  • (Preview May 2019) Support for Teams Direct Routing Telephone Numbers in Auto Attendants (for Teams-only users)
  • Centralized holiday tables (to cope with calls differently during holidays)
  • Multiple telephone numbers for an CQ or AA
  • Round robin call distribution for CQ
  • (planned, not yet there) Transfer a CQ/AA call to a PSTN phone number
  • (planned, not yet there) Dial extensions from AA
  • (planned, not yet there) Voicemail shared mailbox for CQ and AA

Please note, in case you utilize SFB Online CQ/AA capabilities already: There are some details for as-is CQ/AA which will be automatically migrated/transferred from the SFB Online Admin Center to the Teams Admin Center.

Conclusion, opinion and summary

I’m really thrilled and excited about these updates. Why? Well, if you were still on Skype for Business Server with Enterprise Voice there were some limitations especially regarding SFB Response Groups which now seem to be addressed with this update for Teams Direct Routing.

What does this mean for you? If you have loads of SFB response groups, e.g. Sales hotline, Support hotline, department … hotlines or else you can start to plan to migrate those to Teams with Teams Direct Routing. I.e. you can assign your onpremise phone numbers for this which you use via Teams Direct Routing (an SBC) which will route incoming PSTN phone numbers from your PSTN link via qualified /certified Session Border Controller (SBC) to Microsoft Phone System and Teams.

Isn’t it amazing? I was waiting quite some time on these capabilities. Well, online you could find some workaround to get this working via SBC SIP message manipulation (no big deal), however these workarounds were not support by Microsoft, so if there would have been any minor change on the Cloud Backend it could break things. And I’m sure you don’t want to have a workaround solution for important or even business critical hotlines which might not work all of a sudden? But now, there are the required capabilities to plan for shifting onpremise SFB Response Groups to (Teams Direct Routing) without any workaround (SIP message manipulations, call forwarding…).

Additional Resources

Microsoft Teams Music On Hold (MoH)

In this post I like to notify you about the upcoming support of Music On Hold (MoH) with Microsoft Teams. As of now MoH is planned to be released in June 2019. MoH will provide music to a caller as long as he/she is on hold by the callee, instead of silence.

Source: Weekly digest: Office 365 changes (Office 365 Message Center) May 13, 2019
Source: M365 Roadmap Featured ID 50796

Conclusion, opinion and summary

MoH is a basic telephony feature in my opinion. If there is no music you might think that the line is dead and you hang up after waiting for a while.

Well, please note, if someone would just mute his/her mic and let you wait in the line there is no MoH.

Additional Resources

Audiocodes One Voice Operations Center (OVOC) 7.6

In this post I want to notify about the release of the latest Audiocodes One Voice Operations Center (OVOC) version and briefly explain what OVOC is and where it might help you.

In OVOC 7.6.1116 some remarkable features were added to the product as well as some changes were made to overcome limitations of previous versions.

What’s Audiocodes OVOC?

The One Voice Operations Center is a single pane of glass which helps you to manage voice endpoints and voice service in your voice infrastructure and network. It enables you via browser to globally manage voice devices, monitor your voice network service/s, support you to troubleshoot issues within your voice network (also with SFB) and it provides rich reporting to gain insights.

There are two versions available: Basic and Advanced. The basic version provides (only) device management.

What’s new in Audiocodes OVOC 7.6?

  • Dashboard at the OVOC landing page
  • Monitoring improvements for Audiocodes device performance
  • Increased number call exports
  • SmartTAP Call Recording Support
  • FQDN authentication support with SSL
  • LDAP support for multi-tenant environments
  • Jabra and Poly (formerly Polycom) VVX device support in the Device Manager (more in product notice #0356)
  • New OVOC agent for device management

Conclusion, opinion and summary

In my opinion OVOC is a must if you deploy several (voice) devices across your enterprise to have the ability to centrally manage and monitor these devices and the voice service operation. The more components the more important and inevitable it becomes. Especially, if your responsibility is to ensure a good voice user experience you should definitely consider to deploy OVOC for your Audiocodes voice network if not done yet.

Additional Resources

Microsoft Teams Feature Wish List (May 2019)

In this post I share some feature requests or ideas which I would like to see and have in Microsoft Teams. Maybe you would like to have one or the other features in Teams, too, so don’t hesitate to vote for that via the Microsoft Teams User Feedback Forum.

Wish List on the Microsoft Teams User Feedback Forum

Conclusion, opinion and summary

The above features are just ideas and wishes on what I would like to see and have in Microsoft Teams in the future. There might be workaround solutions to get things done but I would prefer a non-workaround solution which is streamlined with the Microsoft Teams user or admin experience. Please also vote for one or more of the above “wishes” if you also would like to have this in Microsoft Teams.

Please note that voting on the User Feedback Forum is of course just a suggestion and without any binding or obligations for any party.

Additional Ressources

Troubleshooting Microsoft Teams and client log locations

In this post I point out where to start troubleshooting and where logs for a Microsoft Teams (windows) client are located by default. Where to start (client) troubleshooting? Well, this depends at which deployment state you are. If you are evaluating Teams in a PoC and all PoC Teams users are affected you might start to check your infrastructure and connectivity before digging deeper into client log analysis.

Connectivity

First of all you should verify and validate that your infrastructure and network connectivity towards Microsoft Cloud Edge is alright. To do this you can verify that all “Office 365 URLs and IP address ranges” are accessible via your network and internet breakout. Ensure that you have configured the required proxy exceptions and firewall rules allowing to connect to Microsoft Cloud services. Common misconfigurations are missing proxy exceptions, firewall rules, firewall (ssl) interception or deep packet inspection mechanisms. Also, an unbenifical and/or legacy network design can cause increased latency, roundtrip times (rtt), jitter, packet loss and lead to bad user experience. So, you should better make your infrastructure and especially your network ready for cloud communication and collaboration (see “Prepare your organization’s network for Microsoft Teams”).

Easy ways to check your network connectivity towards Microsoft Cloud Data Center edges is the “Skype for Business Network Assessment Tool”. It’s a powershell-based tool and helps you to get a snapshot on certain network performance parameters (latency, rtt, packet loss, jitter) as well as a list of blocked or unreachable “Office 365 URLs and IP address ranges”.

Infrastructure

I assume that your general (hybrid) cloud configuration with all related topics (AD Connect, DNS, … user license assignment) is fine, also to keep this post short. Otherwise, having infrastructure issues, you’d probably have not only an issue with Teams.

Teams Client Logs on Windows

Where to find client logs for Teams? What’s the Teams client logs path?

Teams desktop logs

  1. (Windows) Open Teams client
  2. Press STRG+SHIFT+ALT+1 on the keyboard
  3. Find logs here: %userprofile%\Downloads

Teams media logs

These logs provide insights regarding media communication flows.

  1. (Windows) %appdata%\Microsoft\Teams\media-stack
  2. *media-stack*.etl

Teams debug logs

Debug logs shows flows regarding login, connection, call and conversations.

  1. (Windows) right click the Teams app icon in the tray bar
  2. notepad opens and shows the log data

Conclusion, opinion and summary

In case your infrastructure and connectivity is alright, the client logs may help to dig deeper into the issue analysis. Although, in my experience I rarely need these logs because often it comes down to an infrastructure and connectivity issue towards Microsoft Cloud services either for a single or multiple client endpoints.

Additional Ressources

Skype for Business desktop app for meetings on Mac

Microsoft released a change for Skype for Business (SFB) meetings on Mac which enables you to use the desktop app for SFB on Mac instead of the SFB meeting app.

This is primarily applicable for SFB Online. It works for SFB Server 2015, too BUT it requires that the Microsoft Content Delivery Network (CDN) is used instead of the bites coming from your SFB Server 2015.

Configure SFB Server 2015 for CDN to enable SFB desktop app for meetings on Mac

First you can check your current SFB Server 2015 configuration.

Get-CsWebServiceConfiguration | select Identity,MeetingUxUseCdn

This return your SFB Server web service configuration. If MeetingUxUseCdn is set to “True” everything is ok and CDN is used. If it is “False” you can enable it as follows.

Set-CsWebServiceConfiguration -MeetingUxUseCdn $True

Additionally and optionally, you could also enable Meeting Telemetry and / or change the join launcher CDN timeout (in case a client might be unable to connect/receive data from the CDN an needs to failback to the SFB Server meeting app binaries.

To check the as-is:

Get-CsWebServiceConfiguration | select Identity,MeetingUxUseCdn,MeetingUxEnableTelemetry,
JoinLauncherCdnTimeout

To enable telemetry (OPTIONAL, sends telemetry data to Microsoft*):

Set-CsWebServiceConfiguration -MeetingUxEnableTelemetry $True

To change the join launcher CDN timeout to 10 seconds:

Set-CsWebServiceConfiguration -JoinLauncherCdnTimeout (New-TimeSpan -Seconds 10)

Conclusion, opinion and summary

To use the SFB desktop app on Mac for meetings should offer you a much better user experience. Microsoft says that this makes audio, video and sharing communication and collaboration more stable and reliable than it is with the SFB meeting app on Mac.

Additional Resources

Microsoft Build 2019 live stream

For market observers, in this post I want to notify about Microsoft Build 2019. The event takes place in Seattle, WA from May 6th – 8th, 2019. It’s all about development around Microsoft products and services, e.g. containers, artificial intelligence, machine learning, DevOps, IoT and mixed reality.

Conclusion, opinion and summary

At the time I wrote this post there were no details regarding live streams available. Nevertheless, I’m pretty sure there will be a live stream at least for certain sessions available. I guess on the Build 2019 page and Channel 9 you might be able to watch the keynotes and later, after the event you could find recordings of certain sessions there. So, stay tuned for more details on the below pages as the event comes closer.

Additional Resources