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naimeshmistry's avatar
naimeshmistry
Copper Contributor
Sep 02, 2020
Solved

PSTN Call Drops if you put the call on hold then resume and hit transfer

Scenario PSTN Call received on Teams Client, placed call on-hold , resume, click transfer and the call drops.   No changes anywhere, was working until a client drew my attention. Is anyone experie...
microsoft teams
  • Shane Toal's avatar
    Shane Toal
    May 17, 2021

    Hi jxace 

    Our root cause was someone had defined an extra sip port on the hosted SBC trunk in our Direct routing setup

     

    The hosted SBCs were load balancing between 2. Unfortunately though, the fqdn in the contact header means this caused problems with TEAMS.

    Our SBC provider disabled the 'bad' port - then all calls were fine in the respect of any ACKs or re-invites etc between TEAMS and the SBC.

     

    Not sure if this helps but good luck

naimeshmistry's avatar
naimeshmistry
Copper Contributor
Sep 09, 2020

RealTime_M365 

 

Tried disabling New Meeting and experience and unfortunately it hasn't resolved the issue.

I disabled the "New Meeting experience" then did a restart of Teams Desktop client. 

 

When I hit the transfer MS seems to think I have hanged up as that what I see "Normal Call Clearing"

 

Thanks 

Naimesh

naimeshmistry's avatar
naimeshmistry
Copper Contributor
Sep 09, 2020

RealTime_M365

 

Interestingly when I accept the incoming PSTN call on CCX500, I am able to put it on hold > resume > then hit transfer and it works.

 

I think it seems to be the Teams Desktop client.

 

Note ( I haven't tried Teams Web Client)

 

Kind Regards

Naimesh Mistry

  • RealTime_M365's avatar
    RealTime_M365
    MVP
    Sep 11, 2020

    Hi naimeshmistry 

     

    This seems to be the issue with the Latest Teams Client which is causing the issue. I have mine customer also facing the same issue. We have reported the same to Microsoft Engineering on the same.

    Since we are on the latest version of the Teams Client we don't see any issues on the same. 

     

    With Regard,

    Satish U

    • naimeshmistry's avatar
      naimeshmistry
      Copper Contributor
      Sep 30, 2020

      RealTime_M365 are there any further updates from engineering team.

       

      Following are the workarounds

      1. It seems I can Pick up PSTN Calls> Hold>Resume > transfer works if I unplug the headset using Teams Desktop Client.

      2. Also above with Teams Web client works with headset

       

      I am using Team certified headsets.

       

      Teams version below

       

      • RealTime_M365's avatar
        RealTime_M365
        MVP
        Oct 03, 2020

        Hi naimeshmistry

         

        Can you please check in case MusicOnHold Capability is enabled on the policies? In case yes please try to disable the same and test the feature. This should fix it.

         

        Let me know outcome post which we can have future insight from Internal Microsoft Team.

         

        With Regards,

        Satish U 

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