Sip to Sip and forward to mobile not working

Jonathan / Spud 56

Hi all,

We've a Direct Routing Setup and have the following issue:

Background: User2 has a divert onto their mobile.

SBC: 2x Ribbon 2000's

Working: Using Teams web app. User1 calls User2, the call forwards to mobile and works with two way audio.
Not Working: Using Teams desktop application. User1 calls User2, the call forwards to mobile and fails to connect

Troubleshooting steps:

Ensured SBC is setup correctly
Ensured relevant voice routing policies and dial plans are in place
Analysed this website: https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/phone-system/direct-routing/issues-with-call-transfers

Any help would be greatly appreciated.

Thanks,

Jonathan

Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2022-08-05T07:34:54.713+00:00

Hi Jonathan,

Since this issue may need further investigation like collecting logs for analysis, kindly note that forum may not be the suitable place for this scenario.
Please consider creating a service request in Microsoft 365 admin center to involve support.
Thanks for your understanding.
Jonathan / Spud 56 Reputation points

2022-08-05T08:07:30.33+00:00

Hi @Kael Yao-MSFT ,

I've collect the SIP logs from the SBC from both the working and non-working traces and have raised a ticket with Microsoft.

Was just asking the question on here encase anyone had anything to add to it.

I will post the outcome from the ticket that has been raised with Microsoft and share with the wider community once it's been resolved.

Thanks,

Jonathan
Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2022-08-08T01:23:41.407+00:00

Thanks in advance for the sharing!