Forum Discussion
Calls getting placed on hold after answering
We are having exactly the same issue - puts an incoming call on hold twice before connecting it. We are also using the Teams desktop client with Jabra Evolve2 65 Teams version headsets. I struggled to find any solutions and so raised a support ticket with MS. They said other cases have identified the headset is causing the issue but weren't able to confirm it was particularly this Jabra headset. They have suggested the following:
- Clear the Teams program cache.
- If you are connecting the headset via Bluetooth, reset the connection.
- Try another headset to confirm your original one is the issue.
I have not had sufficient time to prove if any of these have resolved my issue, but thought I'd post them here for others to try.
Hope that helps and would be glad to hear if anyone has success with these solutions!
Clive_H The only solution is to not use Teams. We used Plantronics 8300 and 8500 headsets and experienced the same problem. They said the same thing to us and gave us the same things to try. We moved to RingCentral. The experience for the end user is much better but their backend Admin stuff is not fun at all.
- I found a fix for my issue, which was VDI Teams users not being able to answer calls in a Call Queue. The Conference Mode feature on the Call Queue was set to Off by default, I turned it on and all VDI users were able to work again. Don't know why/how this call queue ever worked as it was setup a while ago (and never changed) and had no issues for months until very recently. Wondering if this Conference Mode on the Call Queues is a new MSFT function? Not sure. Maybe this will help some others experiencing similar issues.
- Turning on conference mode resolved the issue for us.
Tom_McG this is a while ago and you may have noticed by now, but one "gotcha" with enabling Conference mode on a Call Queue is that once answered the user won't be able to transfer the call.
We're having this issue now as well, answered calls going on hold, but we can't enable Conference mode as the person answer the phone needs to bel able to forward calls to the appropriate users.
- I have just encountered the issue with Call Queue calls going on hold when being answered for the first time today. Finding this thread pointed me to Conference mode - however we have disabled conference mode on our call queue for this very reason - if it was enabled, the Teams Desktop app would no longer give us call transfer options. We did find that using a Polycom CCX500 phone DID allow the call to be transferred, but the options were missing entirely from the Teams desktop app. This is frustrating because Polycom CCX500's in a GCC High tenant are a DUMPSTER FIRE and we can't get good firmware to get them to work right. We ultimately disabled conference mode on our call queues, which now leads me to this issue - calls going on hold when they are answered. I'm opening a Microsoft ticket, but don't have high expectations.
- Hi Tom,
Our VDI/Citrix environment just encountered the same issue today and applying your fix to our existing Call queues has resolved the issue.
Thank you for posting your issue here.
