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

New Contributor

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 queue and subsequently put that call on hold, when they click on Resume the call drops. If they receive a call made directly to them, the call can be put on hold and resumed as normal without fail.

 

The issue occurs consistently with our Jabra Engage 65 and 75 units which initially indicated it might be an issue with those headsets, but when we tried others (including a cheap Logitech wired headset) it still happens, which casts our view back to Teams itself.

 

We originally discovered a workaround: by disabling "New Meeting Experience", the issue went away completely. But when MS pushed an update a few weeks ago removing the option and we are back to where we started.

 

We've opened a ticket with Jabra but so far their best suggestion was that another communication app might be running and interfering with the call control command chain. We've scoured for apps and/or background services and cannot find anything except Teams.

 

Any suggestions for things to look for or try would be very much appreciated.

2 Replies
Hello @B_Flow,
Can you please check with one setting on the Call Queue configuration?
1. Remove the Custom Greeting and
2. Save the Call Queue.

Test the configuration and keep it for a day or two. If everything works fine, we should be able to add the custom greeting again and see if the issue gets resolved.

With Regards,
Satish U
Thank you for the suggestion. We removed the greeting, saved the Call Queue, and tested: Unfortunately no change in behavior.