Forum Discussion

B_Flow's avatar
B_Flow
Copper Contributor
Mar 18, 2021
Solved

Call on hold disconnects when resumed, but only if the call came from a call queue

We are having a very vexing issue with some of our users who are members of a call-queue group.   Everyone is on Teams version 1.4.00.4167. Windows 10 1909.   If they take a call from the call qu...
microsoft teams
  • Timboh's avatar
    Timboh
    Jul 14, 2021

    Ingo-0815 

     

    Hey Ingo, 

     

    can you please check, if the conference mode is not active in your call queue?

     

     

    If it is not active, please activate it! 

     

    I think, this should sovle the problem.

     


    Regards,

    Tim

B_Flow's avatar
B_Flow
Copper Contributor
Apr 08, 2021
Thank you for the suggestion. We removed the greeting, saved the Call Queue, and tested: Unfortunately no change in behavior.
Timboh's avatar
Timboh
Copper Contributor
May 19, 2021
Hello,

We have exactly the Same issue.
We use teams with direct Routing.

If the call comes from a call queue and the customer wants to contiune the call, the call is disconnecting after 2 seconds.

We use Jabra 930 and Sennheiser MB Pro 1.
If i switch to a wired head Set, the Problem still Not exists!!!

Anyone a Suggestion?

Regards,
Tim
  • B_Flow's avatar
    B_Flow
    Copper Contributor
    May 19, 2021

    Timboh I have not been able to make any progress at my end at all. Jabra says they cannot recreate the problem at their end. We've opened a ticket with Microsoft which should enable Jabra to collaborate with them on the issue. Its particularly interesting that you are having the same thing happen with Sennheiser as well as Jabra (which makes me think this really is more of a Teams issue, miscommunicating with the hardware or something along those lines).

     

    I would strongly encourage you open support tickets with all three companies if at all possible to help draw attention to this obscure but very real and debilitating bug.

    • Timboh's avatar
      Timboh
      Copper Contributor
      May 31, 2021
      Hello,

      After a lot of Research in oure case i could say i have solved the Problem.

      In our case it was a misconfiguration in the DNS settings.
      After we deleted all old Skype4Buisness entries in the DNS, we were able to resume calls.

      I did a Check and i have added all old Skype DNS entries back and the Problem comes back directly.

      Please Check the following:
      - Do you have old Skype DNS entries?
      - are you able to reach sip.domain and lyncdiscover.domain from your local domain?
      - also check if the correct srv records are reachable and configured correctly in your Office 365 tenant.

      Hope this will help!

      Regards,
      Tim
      • ktsimperdonis's avatar
        ktsimperdonis
        Copper Contributor
        Jun 27, 2024

        Timboh 

        I will delete the old SFB DNS entries, but in our case, the problem is SOLVED with the solution from https://answers.microsoft.com/en-us/profile/51969198-9ea9-4a99-9840-7d462d5fc36e:

        I have the same problem. Calls resumed from hold are disconnected for users with a Jabra 930 headset.

         

        In the Teams settings -> devices -> disable the option 'Sync device buttons'.

         

        After that, the calls are not disconnecting anymore. This is confirmed for all our users used Jabra 930 headsets, but disabling this option they can't pick up or disconnect a call with the headset.

        Also, you MAY need to change the ringtone settings because no sound was playing.

Resources