Viewing Teams Connector instance, call and participant status

You can view Teams Connector instance, call and participant status via the Pexip Infinity Administrator interface:

For general troubleshooting and installation issues, see Troubleshooting Microsoft Teams and Pexip Infinity integrations.

Viewing the status of Teams Connector instances

You can view the status of each Teams Connector instance, such as call capacity and current media load, via the Pexip Infinity Administrator interface (Status > Live View). They are represented by icons. The fill level of each square represents the current media load for that instance.

More details are shown when hovering over an instance, and you can double-click on an instance to see more detailed information about it.

You can also view a list of all deployed Teams Connector instances via Status > Microsoft Teams Connectors. This provides a summary of information including each node's name, IP address, maximum call capacity, current media load and the date/time of start-up and last update.

Note that all of this Teams Connector instance status information is only displayed if you have selected Enable enhanced status information (Call control > Microsoft Teams Connectors) — see Configuring your Teams Connector addresses for more information. If enhanced status information is not enabled then Live View only displays Teams Connector instances when a Teams call is in progress.

Monitoring calls placed into Teams conferences

When using the Pexip Infinity Administrator interface to monitor calls that are placed into Teams conferences, you should note that:

  • Each participant who is gatewayed into a Teams conference is listed as a separate gateway call. However, if multiple participants are connected to the same Teams conference, the Live View (Status > Live View) shows them as connected to the same external conference — which is identified as "Teams meeting <meeting code>". The name/label shown for each call is based on the name of the associated Call Routing Rule.
  • When viewing the status of the gateway call (Status > Conferences), the Participants tab also lists the other participants in the conference. The format of their alias indicates the type of participant:

    • <name>@<domain> (email address) is used for any Teams clients in the call
    • trusted:<id> represents another gatewayed participant who joined as a trusted participant
    • guest:<id> represents another gatewayed participant who joined as an untrusted participant

    These other participants do not have any associated media stream information.

    Note that only the gatewayed participant is shown as consuming a port license. The outbound leg of the gateway call (into the Teams Connector), which consumes the second license of each gateway call, is not represented in the participant list.

    The media streams associated with the call into the Teams meeting are shown against the conference backplane:

    • There is one audio stream and multiple video streams. You also see a presentation stream if any participant is sharing content.
    • Multiple video streams are set up to receive video from the Teams Connector to support the Pexip conference layout seen by gatewayed participants; if there are fewer participants than streams then the currently unused streams are shown as "Off stage".
    • Pexip Infinity may simultaneously send up to 4 video streams and 4 presentation streams at different resolutions and frame rates to the Teams Connector, as requested by Teams.

  • You cannot control (e.g. disconnect, mute or transfer) any of the other participants connected to the Teams conference.

Troubleshooting call failures (invalid conference ID and rejected calls)

This section provides some guidance on how to troubleshoot failed calls to the Teams Connector.

As with all troubleshooting scenarios, reviewing the Pexip Infinity administrator log or the support log (where you can search for "support.teams" for specific Teams-related issues) may help you identify the possible cause of some failure scenarios.

Invalid conference ID failures when dialing via a Virtual Reception

The following table provides a set of typical causes of call failures and their associated solutions when the caller sees a "Conference ID invalid" or "Cannot connect to this extension" message when attempting to connect to a conference via a Virtual Reception.

Symptom Possible cause Resolution
Intermittent call failures: no unusual failures or error codes are in the logs. The user is entering the wrong conference ID. Ensure that the correct 9 to 12-digit VTC conference ID is being entered.
Persistent call failures: no unusual failures or error codes are in the logs. There is no Teams Connector configured against the Virtual Reception or the Virtual Reception's Lookup location, or the Conferencing Node cannot reach the nominated Teams Connector. Ensure that a Teams Connector is configured against the Virtual Reception or the Lookup location, and that the Conferencing Nodes in that location can reach the nominated Teams Connector.
Support log entries report "Teams API request failed" and Error="401".

There is a problem with the certificate on either the Teams Connector or the Conferencing Node, for example it may have expired, been revoked, or the certificate subject names may not match against expected values.

Ensure that the Teams Connector and the Conferencing Nodes have a valid certificate that is signed by an external trusted CA. See Network and certificate requirements for information about certificate subject name requirements.

The Conferencing Node is communicating with the wrong Teams Connector (if, for example, you have other Teams Connectors configured in different regions, or a lab system etc).

Ensure that the Virtual Reception is nominating the appropriate Outgoing location (and thus Conferencing Nodes) for the associated Teams Connector (i.e. the nodes that were referenced in the $PxNodeFqdns variable in the initialization script for that Teams Connector).

A chain of intermediate CA certificates installed on the Management Node (to provide the chain of trust for the Conferencing Node's certificate) includes a HTTP-to-HTTPS redirect in the AIA (Authority Information Access) portion of one of those intermediate certificates.

Obtain your certificates from a different Certificate Authority.

Support log entries report "Teams API request failed" and Error="500". The wrong Azure tenant ID is configured in Pexip Infinity.

Check the Azure tenant ID configured in Pexip Infinity (Call control > Microsoft Teams Tenants) and which tenant ID is associated with the Teams Connector (Call control > Microsoft Teams Connectors).

This should be the tenant ID that was used during the process to authorize/consent the Pexip app.

Call is not connecting (direct or indirect dialing)

If the outbound leg of a gateway call to the Teams Connector fails, you typically see "Gateway dial out failed" or "Call rejected" in the participant history in Pexip Infinity. In these scenarios, Pexip Infinity has failed to place a call to the Teams Connector. This covers direct dialing (where the dialed alias includes the conference ID) and indirect dialing where the caller has successfully entered a valid conference ID into the Virtual Reception, but Pexip Infinity has then failed to connect the call.

The following table shows some possible causes and solutions for such failures:

Symptom Possible cause Resolution
Intermittent failures: disconnect reason is "Gateway dial out failed" or "Call rejected". The dialed alias includes the wrong conference ID (direct dialing). Ensure that the dialed alias contains the correct 9 to 12-digit VTC conference ID.
The Teams Connector was at maximum capacity and thus unable to take the call. Consider increasing the number of instances in your Teams Connector (see Changing the call capacity of a Teams Connector).
Persistent failures: disconnect reason is "Gateway dial out failed" or "Call rejected". The Call Routing Rule has an incorrect regex replace string. Ensure that the Call Routing Rule regex replace string is extracting only the 9 to 12-digit meeting code.
There is no Teams Connector configured against the Call Routing Rule or the rule's Outgoing location, or the Conferencing Node cannot reach the nominated Teams Connector. Ensure that a Teams Connector is configured against the Call Routing Rule or the rule's Outgoing location, and that the Conferencing Nodes in that location can reach the nominated Teams Connector.
The wrong tenant ID is configured in Pexip Infinity.

Check the Azure tenant ID configured in Pexip Infinity (Call control > Microsoft Teams Tenants) and which tenant ID is associated with the Teams Connector (Call control > Microsoft Teams Connectors).

This should be the tenant ID that was used during the process to authorize/consent the Pexip app.

Disconnect reason is "Gateway dial out failed" and the support log entries for the associated Call-id reports "Teams API request failed" and Error="401".

There is a problem with the certificate on either the Teams Connector or the Conferencing Node, for example it may have expired, been revoked, or the certificate subject names may not match against expected values.

Ensure that the Teams Connector and the Conferencing Nodes have a valid certificate that is signed by an external trusted CA. See Network and certificate requirements for information about certificate subject name requirements.

The Conferencing Node is communicating with the wrong Teams Connector (if, for example, you have other Teams Connectors configured in different regions, or a lab system etc).

Ensure that the Call Routing Rules that are handling the calls are nominating the appropriate Outgoing location (and thus Conferencing Nodes) for the associated Teams Connector (i.e. the nodes that were referenced in the $PxNodeFqdns variable in the initialization script for that Teams Connector).

A chain of intermediate CA certificates installed on the Management Node (to provide the chain of trust for the Conferencing Node's certificate) includes a HTTP-to-HTTPS redirect in the AIA (Authority Information Access) portion of one of those intermediate certificates.

Obtain your certificates from a different Certificate Authority.