Sep 16 2019 11:33 AM
Sep 16 2019 11:33 AM
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 call in order to actually answer the call. I think it's only happened on physical handsets from Yealink and not from the Teams app on computer or mobile. Anyone else seen this and possibly have a fix? We've tried rebooting the handsets, logging out and logging back in, etc. They're running the latest firmware.
Nov 08 2019 07:14 PM
@ChrisbieUnfortunately I have not found the answer. TBH I haven't had a ton of time to investigate it. Interestingly enough, the desktop client is the only place that we haven't had it happen. It's happened once or twice on mobile, but still not nearly as much as on the desk handset.
Nov 08 2019 08:04 PM
Nov 08 2021 07:02 PM
Started happening to me about a week ago.
But it goes on hold twice before it puts me through.
Nothing changed on my PC.
Running Windows 11.
Dec 13 2021 12:31 AM
Jan 04 2022 09:56 AM
Feb 10 2022 10:58 AM
We are having a similar issue. Call queue calls are being placed onto Hold for any user using the Teams client in a VDI session (Version 1.4.00.29469 (64-bit). Citrix HDX Optimized). They cannot retrieve the call, it just is lost. A call directly to their Teams DID works fine.
I can answer a call in the same call queue using Teams desktop client Version 1.5.00.2164 (64-bit) with no issues over VPN.
Feb 11 2022 03:20 AM
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:
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!
Feb 11 2022 06:29 AM
@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.
Feb 11 2022 05:10 PM
Feb 14 2022 02:51 AM
Nov 17 2022 09:32 AM
@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.
Nov 18 2022 02:56 PM
Nov 30 2022 04:23 PM - edited Nov 30 2022 04:24 PM
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.