When it comes to troubleshooting an issue related to the Evolve Teams solution, we will first need to identify the players and who is responsible for what aspects of the product. From there, any additional escalations and/or support for Teams related issues will be dependent upon how the client chooses to use Evolve IP.

 


Customer Responsibilities

At minimum, customers will be responsible for maintaining the following:

  • Network: Audio quality focused on the Poor Stream Ratio (PSR) metric, TCP usage, wired and wireless subnets, and identifying the use of HTTP proxies and VPN.

  • Endpoints: Audio devices and peripherals

  • Service Management: Comprised of two sections:

    • First is Microsoft’s responsibility to manage and maintain the Teams services.

    • Second are tasks your organization must manage to ensure reliable access to the service, such as updating building information and maintaining firewalls for new Office 365 IP addresses as infrastructure is added to the service.

For a more comprehensive look at optimizing user experience, click HERE to view Microsoft's Quality of Experience Review Guide







Microsoft Teams Help Center & EIP Knowledge Base

The Microsoft Teams application is designed to be a very consistent, structured experience on all devices: Windows desktops, Mac, Web-browsers, iOS mobile devices, Android mobile devices, AND desktop phones and video conferencing units (VCU). Microsoft owns the user experience and allows features to be turned on and off. To that end, they do a very good job documenting many of these features for their clients in the MS Teams Help Center. In areas where the documentation may fall short or not be crystal clear, from a voice perspective, Evolve IP has created supplemental content on some these features/functionality and added them to the Knowledge Base. For a list of supplemental EIP support documents, click HERE 

Evolve Teams Voice customers will be expected to act as their own Tier I Support team, using this documentation to determine where the issue lies and how to address them. As mentioned above, additional escalations and/or support for Teams related issues will be dependent upon whether Evolve IP will be the Microsoft Cloud Solution Provider (CSP) on the account. 



Microsoft Cloud Solution Provider (CSP)

When a client partners with Evolve IP to become an Evolve IP CSP customer, they allow us to provide two primary functions:

  • Sell them Microsoft online licenses
  • Delegated admin permissions in their Office 365 tenant

The delegated admin permissions allows Evolve IP to support and troubleshoot issues in the client's Office 365 tenant, and it also allows us to submit support cases to Microsoft on behalf of the client. Evolve IP will implement, configure, and support the Microsoft Teams Office 365 Direct Routing Enterprise Voice solution for your organization. This includes setting up domains, PSTN gateways, call routing policies, and provisioning users for direct routing.

If Evolve IP is not the client's Microsoft Cloud Service Provider (CSP), the client will provide Evolve IP a login with the recommended permissions for direct routing administration. The client will also be responsible for reaching out to Microsoft directly to get support.


Image result for ms csp

Advanced Support

 During the sales process, a client must determine if they want Advanced Support OR Self-Service for their Office 365 tenant. 

  • Advanced Support (aka Evolve Teams Office 365 Enterprise Voice Advanced Support):  Evolve IP is provided a login to the client's O365 tenant and this is stored in operational systems (secret server). EIP will provide post-implementation change orders and advanced support (Tier 2 and Tier 3) troubleshooting in your Microsoft Office 365 tenant for the Direct Routing Enterprise Voice solution. This includes managing domains, PSTN gateways, call routing policies, and users for direct routing. 

  • Self-Service (aka MS Teams Direct Routing Self Service Administration):  The client does not provide Evolve IP with a login to the O365 tenant. The client will perform all Microsoft Teams Direct Routing configuration, implementation, and ongoing support themselves or with another Microsoft CSP in the Office 365 portal using both the GUI and MS PowerShell scripts.  The client will verify and purchase all necessary Office 365 licensing.  Evolve IP will provide a configuration guide to supplement the documentation from Microsoft and will only be responsible for troubleshooting issues that hit the Evolve network from Microsoft on the egress side of calling and ingress from the PSTN along with our platform in between.


Troubleshooting Examples 

Below, you will find some common voice issues that may arise while using the Teams application, along with a breakdown of how to troubleshoot/escalate. 

NOTE: Regardless of who the Microsoft CSP is for the enterprise or whom is supporting the O365 tenant, the client will serve as their own Tier I Support for initial troubleshooting.


When client chooses Evolve Teams Office 365 Enterprise Voice Advanced Support

Call Quality Issues

Sending Unanswered Calls to Voicemail

Call Park & Pickup

  • User provides their O365/Teams Admin with call example information for problematic call.
  • O365/Teams Admin logs into the MS Admin Center and searches out the call (Teams>Users>Call History) to troubleshooting the issue.
  • If results are inconclusive, O365/Teams Admin escalates to Evolve IP Support, providing any additional details or session logs available. If the client is under our CSP, a support ticket is opened on behalf of the client in our CSP portal.  If the client is managed by another CSP, that CSP would open the ticket on behalf of the client.  If the client doesn't have a CSP, then a ticket gets opened directly in their M365 admin center.
  • User escalates voicemail issue to their O365/Teams Admin.
  • O365/Teams Admin logs into the MS Admin Center and/or MS Teams Help Center, Evolve IP Knowledge Baseto troubleshooting the issue.
  • If results are inconclusive, O365/Teams Admin escalates to Evolve IP Support, providing any additional details, if available. Evolve will further investigate the issue and escalate to Microsoft, on the client's behalf, if needed.
  • User escalates Call Park issue to their O365/Teams Admin.
  • O365/Teams Admin logs into the MS Admin Center and/or MS Teams Help Center, Evolve IP Knowledge Base to troubleshooting the issue.
  • If results are inconclusive, O365/Teams Admin escalates to Evolve IP Support, providing any additional details/findings (i.e. Teams or Non-Teams call). Evolve will further investigate the issue and escalate to Microsoft, on the client's behalf, if needed. 

When client chooses MS Teams Direct Routing Self Service Administration

Call Quality Issues

Sending Unanswered Calls to Voicemail

Call Park & Pickup

  • User provides with call example information for problematic call.
  • O365/Teams Admin logs into the MS Admin Center and searches out the call (Teams>Users>Call History) to troubleshooting the issue.
  • If results are inconclusive, O365/Teams can seek out additional documentation via the MS Teams Help Center or escalate to Microsoft Support. Evolve will only troubleshoot issues that hit the Evolve network from Microsoft on the egress side of calling and ingress from the PSTN along with our platform in between.


Unsupported Features & Solutions

When rolling out a major product, and in this case essentially 2 solutions combined to make one great solution, there can be features that are unsupported either by Microsoft, Evolve IP, or the combination of both platforms.  Below is a list of features that Evolve IP has confirmed are not available at this time. 

  • 3-Way Ad-Hoc Conferencing: Microsoft does not natively support this feature.  There is a way to perform a 3-way conferencing, but it does not work like most users traditionally expect with key presses on the handset or within the application.  Users need the Microsoft audio conference license and it needs to be initiated via a group chat.  Click here for Microsoft documentation on this method.

  • Executive to Assistant Relationship: For optimal user experience and supported by Evolve IP, both the executive and assistant are designed to be on the same platform, either both on Evolve Broadsoft platform or on the Microsoft Teams platform using direct routing.  It's not supported to put the assistant on Evolve Broadsoft and the executive on Teams, or vice versa.

  • Broadsoft Feature Access Codes (FAC):  Many Broadsoft feature access codes are not available to MS Teams users.  The Microsoft phone system has no way of sending the start code over the direct routing trunk to Evolve IP's voice platform.  Some of these features are natively offered by Microsoft, such as park and retrieve.  Evolve will keep or open roadmap items for most widely used FAC.


Known Issues

Microsoft has compiled a list known issues, broken down by feature area, since the initial release of Teams. They have identified symptoms/behaviors and whether there was a workaround to the issue. When troubleshooting an issues, Admins should refer to this article to determine whether an issue has already been reported.