There is a current known issue on Ribbon (Sonus) SWe Lite whereby audio fails to Agents picking up calls to a Call Queue. This effects Microsoft Teams Direct Routing customers who are using SWe Lite. It’s my understanding that the issue does not affect other Ribbon models. If you see this issue, I recommend you log it with Ribbon as they may be able to help you with an early build of the fix.
Here are the symptoms I am seeing – In all cases the calls ring and transfer correctly, its just an issue with the audio working or failing:
- Calling an Auto Attendant and transferring to a person works
- Calling an Auto Attendant an selecting an option that transfers to a queue works
- Call Queue calls that transfer to a person directly (not a group) works
- Call Queue calls delivered to a group of agents fail whether the call is direct to the queue or via an Auto Attendant