Call Forwarding in Microsoft Teams allows users to seamlessly redirect incoming

calls to another number or contact. This feature ensures that important calls
are never missed, even if the intended recipient is unavailable. Users can set
up call forwarding rules based on their preferences, such as forwarding calls
when they are busy, when they do not answer, or unconditionally. This
flexibility enhances communication efficiency and ensures continuous
connectivity.

SIP Diversion Header in Teams Telephony: Call Forwarding and

Delegation Explained

Teams & Copilot GEEK (MS-700 MS-721 advanced training for friends and

benefactors of English review)

Teams & Copilot GEEK (MS-700 MS-721 advanced training for friends
and benefactors of English review)

What Is the SIP Diversion Header?

Imagine a friend calls your phone, but you’ve set it to forward to your
colleague. Now, when your colleague picks up, they should know the call was
originally meant for you. In telephony, this “forwarding” information is carried
by something called the SIP Diversion Header.

The SIP Diversion Header is a special attribute in SIP (Session Initiation

Protocol) signaling. It tells the receiving endpoint (like Microsoft Teams, a PBX,
or an SBC) that the call has been forwarded, along with details of the original
caller and the forwarding path.

For example:

 Caller: +123456789

 Forwarded User: +987654321

 Diversion Header: "+123456789 forwarded via +987654321"

Diversion Header in Simple Terms

Think of the SIP Diversion Header as a "forwarding note" that’s passed along
with a phone call. If a teacher (the caller) leaves a note for a classmate
(original recipient) saying, "Pass this to your friend," the classmate knows the
note isn’t for them but was forwarded. Similarly, the SIP Diversion Header
ensures everyone involved in the call understands who the call was originally
meant for and why it’s being forwarded.

Why Is the SIP Diversion Header Important?

1. Caller Identification: It ensures the recipient of a forwarded call knows

who originally made the call. For example, when a manager’s assistant
answers a forwarded call, they see the caller’s number, not the
manager’s.

2. Call Routing: Teams telephony and Session Border Controllers (SBCs) use
the Diversion Header to decide how to handle forwarded calls.

3. Compliance: In some regions, regulations require accurate caller

information for billing, compliance, and emergency services.

4. Advanced Call Scenarios: Features like delegation, simultaneous ringing,

and group call forwarding rely on this header.

When Is the SIP Diversion Header Used?

Call Forwarding:

 A user sets up call forwarding to another phone number or colleague.

 The Diversion Header carries details about the original call path.

Delegation:

 When an executive assigns a delegate (e.g., an assistant), calls to the

executive are forwarded to the delegate, and the header carries this
delegation information.

Simultaneous Ring:

 Calls are simultaneously sent to multiple endpoints, and the Diversion

Header helps identify forwarding rules.

Voicemail Forwarding:

 The Diversion Header ensures that calls forwarded to voicemail systems

carry the original caller’s details.

How Does It Work?

Step-by-Step SIP Flow with Diversion Header:

1. Call Initiation: Caller A dials User B’s number.

2. Forwarding Decision: If User B has set up call forwarding, their system
generates a SIP Diversion Header with:

 Caller A’s details.

 Forwarding User B’s details.

3. Header Transmission: The SIP Diversion Header is added to the SIP INVITE
message and sent to the forwarding destination (e.g., User C or voicemail).

4. Call Handling: The recipient system (e.g., Teams or SBC) reads the Diversion
Header and processes the call based on the original and forwarding details.

Protocol-Level Explanation

The SIP Diversion Header is a mechanism standardized in RFC 5806 for passing
call redirection information within SIP signaling. Here’s how it works at a
granular level:

Structure of the Diversion Header: The Diversion Header includes:

 The diverted-to URI: Indicates the new call destination (e.g., forwarded
number or voicemail).

 The original call URI: The intended recipient’s address before redirection.

 Reason Parameter: Indicates why the diversion occurred (e.g., no-answer,

unconditional, or busy).

Example: Diversion: <sip:

[email protected]>;reason=unconditional;counter=1

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Signaling Flow: During call forwarding:

 A SIP INVITE is generated with the Diversion Header to indicate the

forwarding path.

 The SBC or Teams Server reads this header to process routing.

 Intermediate systems like PSTN gateways and PBXs often add or modify
Diversion Headers during call handling.

Integration with Other SIP Headers: The Diversion Header often works
alongside:

 PAI (P-Asserted-Identity): For authenticated caller identification.

 Referred-By: To indicate a referral or transfer scenario.

 History-Info: Tracks call redirection history when Diversion Headers are

absent.

Advanced Use Cases and Real-World Scenarios

Executive-Assistant Delegation:

 Scenario: An executive forwards all their calls to their assistant during

meetings.

 Role of Diversion Header:

Caller A calls the executive --> The call is forwarded to the assistant --> The
assistant sees the caller’s details and knows the call was forwarded.

Voicemail Systems:

 Scenario: A user forwards their unanswered calls to voicemail.

 Role of Diversion Header: The voicemail system uses the Diversion

Header to identify both the original caller and the intended recipient,
ensuring the voicemail is routed correctly.

Regulatory Compliance in Billing:

 Scenario: A telecom provider needs accurate call forwarding details for

billing purposes.

 Role of Diversion Header: The header ensures the provider tracks call
routing, including forwarded calls, for accurate billing.

Call Center Forwarding:

 Scenario: A call center forwards unanswered calls to a backup center.

 Role of Diversion Header: Backup agents know the call’s original

destination and caller details, enabling better service.

Why It’s Technically Challenging

Header Interpretation Variability:

 Different SBCs, PBXs, and carriers handle Diversion Headers differently.

Some may ignore or strip the header, breaking call flows.

Loop Prevention:

 Misconfigured systems may not correctly interpret the counter

parameter, leading to infinite call loops.

Security Risks:

 If improperly configured, Diversion Headers can be exploited for spoofing

or unauthorized redirection.

Dependency on Context:
  Teams telephony requires consistency between SIP headers (Diversion,
PAI, and History-Info) for reliable routing and compliance.

Best Practices for Using the SIP Diversion Header

1. Ensure SBC Compatibility: Configure your SBC to support Diversion

Headers for seamless Teams integration. Misconfigured SBCs can strip or
misinterpret the header, causing call failures.

2. Test Scenarios: Regularly test call forwarding, delegation, and

simultaneous ringing setups to ensure Diversion Headers are correctly
populated.

3. Monitor for Header Manipulation: Insecure configurations could allow

malicious actors to alter Diversion Headers, leading to call spoofing or
fraud.

4. Handle Regional Compliance: Be aware of regional requirements for caller

identification and ensure the Diversion Header aligns with regulatory
expectations.

5. Use Analytics Tools: Leverage SBC logs and Microsoft Teams analytics to
monitor call flows involving Diversion Headers and troubleshoot
anomalies.

Conclusion: Why the SIP Diversion Header Matters

The SIP Diversion Header is an essential component of Teams telephony,

enabling features like call forwarding, delegation, and voicemail. It ensures that
calls are routed accurately and that the recipient has all necessary context
about the call's origin.

For organizations with complex telephony requirements, mastering the SIP

Diversion Header can dramatically improve call handling, compliance, and user
experience. Whether you’re setting up Teams Direct Routing or managing an
SBC, understanding this small but critical attribute is key to building a reliable
and efficient telephony system.