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Skype for Business Support Q & A: Common Causes of Users Reporting “Call Dropped on Answer”


The Landis Technologies Attendant Pro support team supports thousands of very heavy enterprise voice users in over 40 countries. As a Skype for Business MVP it is very interesting to sit at this perspective and watch trends develop in relation to support incidences we handle related to Skype for Business Enterprise Voice. In this series we will go over some of our experiences.

The question we will look at today is: Why did Skype for Business drop my call when I answered?

The scenario is the Skype for Business user has a call ringing in to them and they click answer and the call seems to have been dropped because no one is there. Why did Skype for Business drop my call? Over the years we have repeatedly dug into this issue by investigating the client logs related to this scenario. We have noticed is (at least) 2 things that repeatedly are the culprit:

  1. The remote user hung up just before, essentially at the same time or even slightly after the Skype for Business user answered
  2. The local user not understanding the headset use or configuration and hanging up on the caller inadvertently.

In Attendant Pro we have very sophisticated logging to log every user interface action an Attendant Pro user takes so we can see if the user (or Attendant Pro) initiated an action which allows to know to the millisecond what is happening.

#1- It is quite hard for an end user to determine issue #1 without someone technical looking at the logs. If the remote user hangs up BEFORE the Skype for Business user answers, there will be a missed call in conversation history. But if the remote user hangs up just after the Skype4B user answer there will not be an easy way for the user to determine what happened. Take a look at the logs.

#2 Can be eliminated by trying a different (simpler) headset to see if the issue stops. We have multiple scenarios where the users tried a different headset and the problem stopped. We haven’t parsed out the exact setting the was the challenge (auto answer on putting the headset on? some other auto answer feature? ) but trying a different headset has repeatedly solved the problem.

Video Review of the Plantronics Voyager 5200 UC

 

Below is my video review of the Plantronics Voyager 5200 UC.

A couple things that really stand out from my testing:

  • The WindSmart really does remove loud wind noise. I tested 12 inches in from of a fan on high and there is little wind noise.
  • The Mute Alter  works. I’m impressed.
  • Very nice build quality

Cloud PBX Auto Attendant & Call Queues First Look

 

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Screen Shots

Auto Attendant

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Call Queues

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Screen Shot

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Auto Attendant: Getting a Service Number (like getting conference numbers)

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AA Setup

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Call Queues (Uses Distribution Lists!)

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Test button!

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Release Timeline

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My Skype for Business Notes Out of WPC 2016

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I will be at WPC 2016 in person with the Landis Technologies Team (Landis Technologies & Attendant Pro Booth 542!) and will update this post with my notes & news.

Some of My Comments About WPC16 on Periscope: Video/Requires Chrome
https://www.periscope.tv/w/1YpJkpgrqXmxj

Day3/Wednesday
Useless Trivia: Q. Who wrote the Microsoft Lync 2010 Attendant console (now out of mainstream support) software? A. In a meeting with one of our European Attendant Pro partners who has been supporting Skype for Business since LCS days noted that the original Microsoft Lync 2010 Attendant console was written by a company called Media-Stream.com AG. The Microsoft Lync 2010 Attendant does not work with Office 365.

We Got to Tryout the Microsoft Hololens: My Quick Thoughts [Video]

hololens
https://www.periscope.tv/w/1MYxNzbRdDbxw

The Landis Technologies Attendant Pro Team on the Keynote Big Screen: Informative & Fun Keynotes

keynote

Day 2/Tuesday

I took a quick look at the Logitech c925e with Logitech's Scott Kushel
A couple differences from the c930.

  • 78 degrees lens (instead of 90)
  • Built in security cover
  • Approx. $30 lower cost than the c930
  • Not a Carl Zeiss lens





Day 1/Monday
-Zig Serafin Announces Skype for Business Operations Framework: https://www.skypeoperationsframework.com
https://twitter.com/matthewlandis/status/752583100257955840

-Skype for Business Certified Apps Program Reopened

http://apps.skypeforbusiness.com/certified.aspx

-What's New At Polycom Around Skype4B
Jeff Schertz, Peter Huboui & I talk about Polycom's refreshed #Skype4B UI on VVX & what's new at Polycom


https://t.co/nBFYHIERif