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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
sukosuna's avatar
sukosuna
Copper Contributor
We're having the same issue occurring for us in our business recently. We are using Teams desktop clients with Jabra Evolve2 65 headsets which are certified devices for Teams integration. I've tried updating the firmware for them and no luck. Only users using these headsets have the problem.
Clive_H's avatar
Clive_H
Copper Contributor
Feb 11, 2022

sukosuna 

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!

  • 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.
      • 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. 

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