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Jason Tenpenny's avatar
Jason Tenpenny
Iron Contributor
Sep 16, 2019

Calls getting placed on hold after answering

So we just recently switched our phone system to Teams. We've noticed on a few occasions that we try to pick up a call from a call queue, and it puts the call back on hold. The user has to resume the...
microsoft teams
Chrisbie's avatar
Chrisbie
Copper Contributor
Feb 11, 2022

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. 

Tom_McG's avatar
Tom_McG
Copper Contributor
Feb 12, 2022
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.
  • GeorgeLiles's avatar
    GeorgeLiles
    Copper Contributor
    Jul 06, 2023
    Turning on conference mode resolved the issue for us.
  • Phill Hodgkinson's avatar
    Phill Hodgkinson
    Copper Contributor
    Nov 17, 2022

    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. 

    • TechMoose's avatar
      TechMoose
      Copper Contributor
      Nov 18, 2022
      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.
      • TechMoose's avatar
        TechMoose
        Copper Contributor
        Dec 01, 2022

        Update for my issue: We put the user who was experiencing this issue onto a headset and had them answer calls from the teams desktop app instead of using the Polycom CCX500. So far, no further issues with Call Queue calls going into hold, they all come in just fine. Will continue testing but after being able to reproduce it very regularly prior to removing the Polycom and having zero calls go into hold after seems to heavily suggest it was the Polycom in this case.

  • IanGil's avatar
    IanGil
    Copper Contributor
    Feb 14, 2022
    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.

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