Forum Discussion
Teams Call Queue - transfer call, recipient cannot hear caller
1. Ensure conference mode is on the call queue: https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
2. If it is, use consultative transfer
3. Ensure the firmware is updated on the phones (use configuration profiles in the TAC if required) and recommended to use a wired connection
4. Ensure the phones are Teams Certified (assume they are)
If you do all of the above and you still have issues, raise a ticket to support as this would need to be looked into. Considering it's multi-device sounds like that's Microsoft's end
Hope that answers your question
Best, Chris
1. Ensure conference mode is on the call queue: https://docs.microsoft.com/en-us/microsoftteams/create-a-phone-system-call-queue
2. If it is, use consultative transfer
3. Ensure the firmware is updated on the phones (use configuration profiles in the TAC if required) and recommended to use a wired connection
4. Ensure the phones are Teams Certified (assume they are)
If you do all of the above and you still have issues, raise a ticket to support as this would need to be looked into. Considering it's multi-device sounds like that's Microsoft's end
Hope that answers your question
Best, Chris
Conference mode is "on". All our Yealink phones are connected via wired ethernet cable, static IP address assignment.
Often, when a call is transferred, the person who is going to receive the call is known to be out of office, and it is a transfer just to allow the caller to leave a voicemail. Consult, then transfer, we can do, but not always due to this.
Firmware is up to date, all of our Yealink devices show as latest firmware and Teams app "Up to date" also in the Teams Admin Center.
I'll take the opening a ticket route! Thanks again for the reply.
Scott
- Is this using Direct Routing? Do you see the same issue with users answering calls in Teams not using a Yealink device? I've seen similar issues impacting all of Teams with putting calls on hold/transfer, and Direct Routing is involved, and it is often the result of a misconfiguration or firewall issue with the media ports and the SBC.
