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user123955's avatar
user123955
Copper Contributor
May 06, 2020
Solved

Call disconnects on answering

I have started experiencing this problem where every call i receive disconnects on answering. However, if i make a call it goes through without any issues.
Disconnects
Drops
microsoft teams
teams
  • tingeltangelbob's avatar
    tingeltangelbob
    May 07, 2020

     

    Now it's official: 😉

     

     

Rob Hardman's avatar
Rob Hardman
Iron Contributor
May 06, 2020

user123955 I've also had this manifest from 5th May onwards with my Yealink T58A (other IP Phones also exhibiting). They are all running latest firmware and Teams app version. Sometimes I get a situation where lifting the handset doesn't answer the call, other times it disconnects on answering and displays the message "the call was answered on another device" (it wasn't!)

 

Downgrading the base firmware hasn't cured it, so I'm convinced it manifests after 5th May '20 on Teams calling app version 1449/1.0.94.2020031901 (and I can't downgrade the app) :sad:

 

Less than helpful is that the diagnostics.zip created off the phone is corrupt :facepalm:

 

Why May 5th? No idea, but this firmware / app combo was fine for about a week before problems started yesterday. Six phones, 3x T58A and 3x T55A all exhibiting.

Dorje-McKinnon's avatar
Dorje-McKinnon
Iron Contributor
May 06, 2020

Rob Hardman 

 

After seeing your post, and posting our own version of the same thing
https://techcommunity.microsoft.com/t5/microsoft-teams/teams-calls-disconnects-dropped-terminated-when-users-are-logged/m-p/1362060/highlight/true#M56874
we did the following testing and got a solution.

 

we got a user (Bob) with

iOS Version 2.0.9 / Build : 1.077.2020050202 (general) / Calling version : 2020.10.01.6

teams app to uninstall the app (they didn't log out first).

Then Bob downloaded and install the app from the apps store (NOT from our company's "comp portal" app).
After Bob signed in , the app about menu shows no change.

- Version 2.0.9 / Build : 1.077.2020050202 (general) / Calling version : 2020.10.01.6

 

Now Bob is logged in on laptop and phone.

When Sally calls Bob on Teams, if Bob answers using the laptop the call connects. Bob's phone rings once after answering on the computer then the phone stops ringing.

 

We also tested with Bob logged into his phone (after reinstalling iOS Teams app), Bog logged into an android tablet and Bob logged into his computer. When Sally called Bob, he was able to answer the call from any device. Just like pre 5 May 2020.

Thanks @user123955  and Akeelyakub 

Now to tell our users what to do.....

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