Having issues with Call Queues

%3CLINGO-SUB%20id%3D%22lingo-sub-389748%22%20slang%3D%22en-US%22%3EHaving%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-389748%22%20slang%3D%22en-US%22%3E%3CP%3ESo%2C%20our%20boss%20is%20a%20huge%20MSFT%20fan%20and%20wants%20to%20put%20all%20our%20eggs%20in%20the%20MSFT%20basket.%20That%20being%20said%20we%20are%20looking%20to%20move%20away%20from%20our%20current%20VoIP%20provider%20and%20move%20to%20Teams%20for%20a%20permanent%20solution.%20We%20currently%20have%202%20Yealink%20T58A%20phones%20that%20are%20working%20great%20with%20our%20E3%20license%20skus%20with%20phone%20system%20and%20domestic%20calling%20plans.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ESo%2C%20we%20attempted%20to%20set%20up%20an%20auto%20attendant.%20We%20got%20some%20voice%20recordings%20done%20for%20the%20greetings%20and%20menu%20options.%20Built%20out%20a%20couple%20of%20queues%20and%20tried%20to%20test%20them.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EMind%20you%2C%20we%20have%20had%20zero%20issues%20making%20or%20receiving%20calls%20to%20or%20from%20the%20DID%20lines.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhen%20you%20call%20the%20queue%20line%2C%20there%20is%20a%203-5%20second%20delay%20before%20the%20call%20is%20connected.%20(I%20understand%20this%20is%20a%20current%20issue%20being%20worked%20on)%20But%2C%20even%20once%20the%20call%20does%20connect%2C%20the%20agent%20cannot%20hear%20the%20caller.%20The%20caller%20can%20hear%20the%20agent%20with%20no%20issue.%20But%20the%20agent%20must%20place%20the%20call%20on%20hold%20and%20retrieve%20it%20for%20the%20audio%20to%20connect%20properly.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThis%20has%20been%20tested%20and%20reproduced%20now%20with%20the%20Yealink%20T58A%2C%20Yealink%20T56A%2C%20and%20Audiocodes%20C450HD.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAnyone%20else%20out%20there%20experience%20this%3F%20If%20so%2C%20how%20did%20you%20resolve%20it%3F%20Is%20it%20just%20me%3F%20What%20am%20I%20missing%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI've%20had%20a%20ticket%20open%20with%20MSFT%20support%20for%20almost%203%20weeks%20and%20it%20just%20got%20escalated%20to%20Tier%203%20today.%20I%20have%20almost%20%241300%20tied%20up%20in%20phones%20that%20are%20basically%20paperweights%20until%20they%20can%20do%20what%20the%20boss%20wants.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI'll%20try%20anything%20you%20can%20throw%20at%20me.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks%20in%20advance!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-389748%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EMicrosoft%20Teams%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-390196%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-390196%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F3501%22%20target%3D%22_blank%22%3E%40Bob%20Manjoney%3C%2FA%3E%26nbsp%3B%20-%20I%20was%20never%20able%20to%20get%20CQ's%20working%20with%20our%20Polycom%20VVX%20phones%2C%20either%2C%20which%20is%20why%20I%20bought%20the%20Yealink.%20However%20since%20we're%20having%20problems%20even%20with%20the%20desktop%20client%2C%20it%20leads%20me%20to%20think%20it%20isn't%20just%20the%20phones%20that%20are%20causing%20the%20problems.%20Of%20course%2C%20it%20could%20be%20network%20related%2C%20but%20outbound%2C%20DID%2C%20and%20transferred%20calls%20all%20operate%20fine%20and%20have%20great%20audio%20quality%2C%20so%20I'm%20not%20sure%20what%20network%20issue%20would%20prevent%20CQ's%20from%20working%20correctly.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-390188%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-390188%22%20slang%3D%22en-US%22%3E%3CP%3EWe%20have%20the%20issue%20too%20with%20Yealink%20T56A%20with%20Teams%20firmware.%20Call%20Queues%20get%20one%20way%20audio.%20Same%20question%20is%20being%20asked%20in%20the%20Yealink%20forums%20too%3A%20%3CA%20href%3D%22http%3A%2F%2Fforum.yealink.com%2Fforum%2Fshowthread.php%3Ftid%3D42450%22%20target%3D%22_self%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttp%3A%2F%2Fforum.yealink.com%2Fforum%2Fshowthread.php%3Ftid%3D42450%3C%2FA%3E%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-389798%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-389798%22%20slang%3D%22en-US%22%3E%3CP%3EGeez%20is%20this%20STILL%20an%20issue%20after%20all%20this%20time%3F%20We%20had%20this%20problem%20with%20Polycom%20handsets%20but%20were%20led%20to%20believe%20it%20was%20a%20Microsoft%20problem%20and%20not%20a%20phone%20vendor%20problem.%20We%20couldn't%20answer%2Fconnect%20with%20CQ%20calls%20at%20all%20and%20had%20to%20abandon%20using%20them.%20I've%20recently%20been%20testing%20the%20Yealink%20native%20teams%20phones%20also%2C%20hoping%20maybe%20they%20had%20a%20better%20solution%2C%20but%20haven't%20gotten%20around%20to%20testing%20CQs%20yet.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EBob%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-389777%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-389777%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F309331%22%20target%3D%22_blank%22%3E%40heartfrappe%3C%2FA%3E%26nbsp%3B-%20YES!%20We%20are%20having%20the%20exact%20same%20issue%20with%20call%20queues%2C%20both%20when%20answering%20from%20the%20Teams%20desktop%20client%20and%20a%20Yealink%20T56A%20in%20S4B%20mode%20(the%20Teams%20firware%20is%20buggy%20still%20on%20this%20phone).%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAgent%20picks%20up%20and%20either%20it%20takes%20a%20few%20seconds%20or%20it%20doesn't%20connect%20at%20all%20and%20the%20caller%20is%20stuck%20somewhere%20in%20between.%20Callers%20report%20still%20hearing%20the%20queue%20music%2C%20but%20can%20also%20sort%20of%20hear%20the%20agent.%20Agents%20then%20have%20to%20try%20multiple%20times%20of%20hanging%20up%20and%20answering%20to%20retrieve%20a%20call%20before%20it%20actually%20retrieves.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAfter%20a%20full%20frustrating%20day%20of%20this%20(probably%20over%20100%20lost%20calls)%20we%20disabled%20the%20queue%20and%20are%20now%20using%20call%20groups%2C%20which%20works%20reliably.%20I%20have%20a%20support%20ticket%20open%2C%20but%20they're%20just%20data%20gathering%20at%20this%20point.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-389775%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-389775%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F309331%22%20target%3D%22_blank%22%3E%40heartfrappe%3C%2FA%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHow's%20your%20experience%20when%20you%20directly%20call%20to%20your%20call%20queue%20sip%2Fteams%20address%3F%26nbsp%3B%3C%2FP%3E%3CP%3EAre%20you%20using%20direct%20routing%3F%20or%20using%20Microsoft%20Phone%20system%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20done%20some%20testing%20with%20Yealink%20T58A%20and%20T56A%20and%20didn't%20see%20any%20issues%20with%20Call%20Queues%20with%20using%20MSFT%20Phone%20System.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThere%20was%20no%20delay%20or%20Audio%20issues..%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-417101%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-417101%22%20slang%3D%22en-US%22%3EWe're%20getting%20the%20same%20symptoms%20when%20we%20try%20to%20answer%20incoming%20CQ%20calls%20on%20the%20iPhone%20Teams%20app%20(whether%20on%204G%20or%20Wi-Fi%20connection).%20Really%20frustrating%20as%20it%20would%20be%20a%20great%20solution%20if%20this%20bit%20worked.%3CBR%20%2F%3E%3CBR%20%2F%3EPersonally%20I%20haven't%20ever%20seen%20this%20problem%20with%20the%20desktop%20client.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-417445%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-417445%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F309331%22%20target%3D%22_blank%22%3E%40heartfrappe%3C%2FA%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhat%20I%20have%20done%20is%20burn%20a%20couple%20additional%20E3%20license%20to%20create%20full%20users%20accounts%20that%20I%20have%20named%20Sales%20Queue%2C%20Operator%20Queue%2C%20TechSupport%20Queue.%3C%2FP%3E%3CP%3EI%20have%20enabled%20these%20users%20for%20voice%20and%20given%20them%20a%20phone%20number.%26nbsp%3B%20(in%20my%20case%20it%20is%20with%20Direct%20Routing)%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAfter%20the%20user%20is%20provisioned%20I%20will%20log%20in%20as%20the%20user%20and%20create%20a%20call%20group%20and%20set%20calls%20to%20forward%20directly%20to%20the%20call%20group.%26nbsp%3B%20(call%20groups%20can%20be%20up%20to%205%20users%20and%20can%20be%20rung%20all%20at%20once%20or%20in%20order%20they%20are%20added.)%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIn%20the%20Auto%20Attendant%2C%20instead%20of%20sending%20the%20call%20to%20a%20Call%20Queue%2C%20i%20send%20to%20user%20and%20select%20the%20Queue%20user%20i%20have%20set%20for%20that.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhen%20you%20do%20this%2C%20it%20eliminates%20the%203-4%20second%20delay%20as%20the%20calls%20to%20the%20call%20group%20act%20like%20a%20DID%20call.%26nbsp%3B%20It%20has%20also%20fixed%20all%20issues%20I%20have%20had%20in%20one%20way%20audio%20and%20disconnected%20calls%20on%20SfB%20firmware%20phones.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIt%20can%20be%20a%20little%20more%20costly%20but%20it%20does%20resolve%20all%20of%20the%20issues%20that%20I%20had%20with%20Call%20Queues.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-677140%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-677140%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F727%22%20target%3D%22_blank%22%3E%40Stephan%20Swinford%3C%2FA%3EWe're%20having%20the%20exact%20same%20issues%20on%20a%20Yealink%20T58A%20-%26nbsp%3B%3CSPAN%3Ewe're%20noticing%20that%20inbound%20calls%20to%20our%20service%20number%20which%20are%20routed%20through%20Auto%20Attendant%20and%20then%20distributed%20to%20agents%20via%20Call%20Queue%2C%20that%20when%20the%20agent%20tries%20to%20pick%20up%20there%20is%20about%20a%205%20second%20delay%20in%20the%20call%20being%20transferred%20and%20that%20the%20calls%20are%20often%20stuck%20on%20hold%20when%20they%20are%20transferred%20with%20no%20clear%20way%20of%20taking%20them%20off%20hold.%3C%2FSPAN%3E%26nbsp%3BHave%20you%20or%20anybody%20else%20in%20the%20thread%20heard%20any%20more%20about%20a%20fix%20for%20this%20issue%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-679127%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-679127%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F356408%22%20target%3D%22_blank%22%3E%40ciaranmadden%3C%2FA%3E%26nbsp%3Bour%20issues%20with%20the%20call%20queue%20appear%20to%20have%20been%20resolved%20with%20the%20recent%20update%20to%20AA%20%26amp%3B%20CQ%20that%20moved%20those%20services%20from%20Skype%20Admin%20to%20Teams%20Admin.%20There%20is%20still%20a%20slight%20delay%2C%20less%20than%20a%20second%2C%20however%20our%20T56A%20is%20still%20using%20the%20S4B%20firmware%20since%20I'm%20still%20finding%20the%20Teams%20firmware%20to%20be%20too%20buggy%20for%20production%20use.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689776%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689776%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F727%22%20target%3D%22_blank%22%3E%40Stephan%20Swinford%3C%2FA%3Ei'm%20experiencing%20a%20similar%20issue.%20Using%20Teams%20only%20mode%2C%20and%20Yealink%20Teams%20edition%20T56A%2C%20updated%20with%20the%20latest%20firmware%20and%20Teams%20update%3A%3CBR%20%2F%3E%3CBR%20%2F%3E-accepting%20direct%20calls%2C%20transfer%20and%20hold%20%E2%9C%94%3CBR%20%2F%3E-accepting%20queue%20calls%2C%20transfer%20and%20hold%20%3Across_mark%3A%3CBR%20%2F%3E%3CBR%20%2F%3EThe%20%E2%80%A6%20button%20is%20grayed%20out%20when%20accepting%20queue%20calls.%20What%20to%20do%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689786%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689786%22%20slang%3D%22en-US%22%3EI%20have%20a%20support%20ticket%20in%20with%20Microsoft%20on%20this%20too.%20They%20say%20they're%20looking%20in%20to%20it%20but%20who%20knows.%3CBR%20%2F%3E%3CBR%20%2F%3EAre%20you%20noticing%20that%20when%20you%20pick%20up%20the%20receiver%20for%20a%20call%20from%20the%20Queue%20that%20the%20Yealink%20phone%20says%20'you%20are%20on%20hold'%20and%20there%20is%20no%20way%20to%20come%20off%20of%20hold%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689923%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689923%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F356408%22%20target%3D%22_blank%22%3E%40ciaranmadden%3C%2FA%3Ewow%2C%20thanks%20for%20your%20reply!%20Glad%20to%20know%2C%20that%20we%20are%20not%20alone%20on%20this.%3CBR%20%2F%3EIndeed%2C%20one%20of%20the%20end-users%20was%20reporting%20the%20same%20behavior.%20So%20the%20device%20display's%20the%20text%20'you%20are%20on%20hold'.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689925%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689925%22%20slang%3D%22en-US%22%3EI'm%20glad%20to%20hear%20that%20we're%20not%20the%20only%20ones%20who%20have%20this%20problem%20too%2C%20I%20was%20beginning%20to%20think%20it%20was%20something%20I%20was%20doing!%3CBR%20%2F%3E%3CBR%20%2F%3EI%20have%20a%20ticket%20open%20with%20Microsoft%20at%20the%20minute%20about%20this%20matter%2C%20I%20will%20let%20you%20know%20if%20there%20is%20a%20resolution%20for%20us.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689946%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689946%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F356408%22%20target%3D%22_blank%22%3E%40ciaranmadden%3C%2FA%3Eso%20I%20did%20some%20testing.%20The%20issue%20with%20the%20display%20saying%2C%20the%20call%20is%20on%20hold%2C%20still%20occurs%20from%20time%20to%20time.%20But%20If%20the%20call%20is%20connected%20correctly%20you%20can%20use%20the%20hard%20(phone)%20buttons%20to%20put%20a%20call%20on%20hold%20or%20transfer%20it%20%3Aok_hand%3A%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-689963%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-689963%22%20slang%3D%22en-US%22%3EAMAZING!!%20I%20hadn't%20even%20thought%20to%20try%20that!!%20I've%20been%20pawing%20at%20the%20screen%20angrily%20for%20about%203%20weeks%20now.%20Brilliant%20work!%20At%20least%20there's%20a%20workaround%20now%20in%20the%20mean%20time%20and%20hopefully%20this%20can%20get%20fixed%20by%20Microsoft%20soon%20%3A)%3C%2Fimg%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-690015%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-690015%22%20slang%3D%22en-US%22%3EYou're%20more%20than%20welcome%20%3A)%3C%2Fimg%3E%3CBR%20%2F%3EOne%20issue%20that%20remains%2C%20that%20the%20device%20display's%20the%20text%20'you%20are%20on%20hold'%2C%20so%20the%20person%20that's%20calling%20does%20not%20hear%20anything%20and%20would%20probably%20hangs%20up.%3CBR%20%2F%3ESo%20I%20my%20case%2C%20I%20have%20the%20ability%20to%20not%20use%20the%20queue%2C%20until%20the%20issue%20is%20resolved.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-693600%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-693600%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F356408%22%20target%3D%22_blank%22%3E%40ciaranmadden%3C%2FA%3Ein%20the%20following%20discussion%2C%20the%20issue%20regarding%20'you%20are%20on%20hold'%20is%20being%20discussed%20about..%26nbsp%3B%3CA%20title%3D%22Auto%20Attendant%20and%20Call%20Queues%22%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2FMicrosoft-Teams-Blog%2FAuto-Attendant-and-Call-Queues-Service-Update%2Fba-p%2F564521%2Fpage%2F3%23comments%2520%22%20target%3D%22_blank%22%20rel%3D%22noopener%22%3E%3CFONT%3Ehttps%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2FMicrosoft-Teams-Blog%2FAuto-Attendant-and-Call-Queues-Service-Update%2Fba-p%2F564521%2Fpage%2F3%23comments%3C%2FFONT%3E%26nbsp%3B%3C%2FA%3E%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-777584%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-777584%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F309331%22%20target%3D%22_blank%22%3E%40heartfrappe%3C%2FA%3E%26nbsp%3B-%20I%20am%20having%20the%20same%20issues%2C%20which%20I%20reached%20out%20to%20the%20community.%20I%20am%20working%20with%20the%20Audiocodes%20C450HD%20model%20phones.%20I%20set%20them%20up%20pretty%20much%20you%20would%20setup%20an%20IP%20phone%20with%20the%20sharing%20of%20the%20data%20port%20with%20the%20PC%20and%20phone%2C%20since%20the%20phone%20is%20POE.%20All%20calls%20began%20experiencing%20the%20delay%20when%20the%20company%20switch%20from%20Cisco.%20What%20we%20are%20experiencing%20is%20first%20there%20is%20the%20%22Team%22%20ring%20of%20about%205%20seconds%2C%20then%20you%20get%20the%20regular%20phone%20ring%20for%20about%205%20seconds.%20Then%20once%20the%20call%20is%20connected%2C%20we%20can%20hear%20the%20other%20person%2C%20but%20it%20takes%20up%20to%2010%20seconds%20for%20them%20to%20hear%20us.%20However%2C%20once%20the%20called%20is%20successful%20with%20bidirectional%20connectivity%2C%20the%20call%20is%20good.%20Currently%2C%20what%20I%20did%20was%20gave%20each%20phone%20it's%20own%20ethernet%20port%20connection%2C%20and%20the%20issue%20still%20exist.%20This%20happens%20with%20calling%20and%20more%20so%2C%20receiving%20calls.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-984097%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-984097%22%20slang%3D%22en-US%22%3EI%20get%20to%20the%20same%20issue%20when%20the%20call%20is%20showing%20on%20hold%20on%20the%20Yealink%20T55A%20phones%20after%20the%20calling%20party%20hung%20up.%20Did%20you%20find%20any%20solution%20to%20this%20%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-987600%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-987600%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F445279%22%20target%3D%22_blank%22%3E%40Solution_Architect270%3C%2FA%3E%26nbsp%3BThe%20latest%20firmware%20for%20the%20Yealink%20T58A%20seems%20to%20do%20the%20trick.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-989606%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-989606%22%20slang%3D%22en-US%22%3Ei%20got%20occasional%20instance%20of%20leaving%20call%20on%20hold%20after%20calling%20party%20hung%20up%20even%20with%20new%20firmware.%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-984163%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-984163%22%20slang%3D%22en-US%22%3Eis%20there%20any%20update%20on%20how%20to%20fix%20this%20issue%3F%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1439267%22%20slang%3D%22en-US%22%3ERe%3A%20Having%20issues%20with%20Call%20Queues%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1439267%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F309331%22%20target%3D%22_blank%22%3E%40heartfrappe%3C%2FA%3E%26nbsp%3Blooks%20like%20the%20fix%20has%20rolled%20out.%20I%20am%20seeing%20it%20in%20multiple%20tenants%20in%20AU%20and%20UK%20-%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fucgeek.co%2F2020%2F06%2Fmicrosoft-teams-call-queue-delay-and-the-conference-mode-fix%2F%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fucgeek.co%2F2020%2F06%2Fmicrosoft-teams-call-queue-delay-and-the-conference-mode-fix%2F%3C%2FA%3E%3C%2FP%3E%3C%2FLINGO-BODY%3E
Highlighted
Occasional Visitor

So, our boss is a huge MSFT fan and wants to put all our eggs in the MSFT basket. That being said we are looking to move away from our current VoIP provider and move to Teams for a permanent solution. We currently have 2 Yealink T58A phones that are working great with our E3 license skus with phone system and domestic calling plans.

 

So, we attempted to set up an auto attendant. We got some voice recordings done for the greetings and menu options. Built out a couple of queues and tried to test them.

 

Mind you, we have had zero issues making or receiving calls to or from the DID lines.

 

When you call the queue line, there is a 3-5 second delay before the call is connected. (I understand this is a current issue being worked on) But, even once the call does connect, the agent cannot hear the caller. The caller can hear the agent with no issue. But the agent must place the call on hold and retrieve it for the audio to connect properly.

 

This has been tested and reproduced now with the Yealink T58A, Yealink T56A, and Audiocodes C450HD.

 

Anyone else out there experience this? If so, how did you resolve it? Is it just me? What am I missing?

 

I've had a ticket open with MSFT support for almost 3 weeks and it just got escalated to Tier 3 today. I have almost $1300 tied up in phones that are basically paperweights until they can do what the boss wants.

 

I'll try anything you can throw at me.

 

Thanks in advance!

23 Replies
Highlighted

@heartfrappe 

How's your experience when you directly call to your call queue sip/teams address? 

Are you using direct routing? or using Microsoft Phone system?

 

I have done some testing with Yealink T58A and T56A and didn't see any issues with Call Queues with using MSFT Phone System.

 

There was no delay or Audio issues..

Highlighted

@heartfrappe - YES! We are having the exact same issue with call queues, both when answering from the Teams desktop client and a Yealink T56A in S4B mode (the Teams firware is buggy still on this phone).

 

Agent picks up and either it takes a few seconds or it doesn't connect at all and the caller is stuck somewhere in between. Callers report still hearing the queue music, but can also sort of hear the agent. Agents then have to try multiple times of hanging up and answering to retrieve a call before it actually retrieves.

 

After a full frustrating day of this (probably over 100 lost calls) we disabled the queue and are now using call groups, which works reliably. I have a support ticket open, but they're just data gathering at this point.

Highlighted

Geez is this STILL an issue after all this time? We had this problem with Polycom handsets but were led to believe it was a Microsoft problem and not a phone vendor problem. We couldn't answer/connect with CQ calls at all and had to abandon using them. I've recently been testing the Yealink native teams phones also, hoping maybe they had a better solution, but haven't gotten around to testing CQs yet.

 

Bob

Highlighted

We have the issue too with Yealink T56A with Teams firmware. Call Queues get one way audio. Same question is being asked in the Yealink forums too: http://forum.yealink.com/forum/showthread.php?tid=42450

Highlighted

@Bob Manjoney  - I was never able to get CQ's working with our Polycom VVX phones, either, which is why I bought the Yealink. However since we're having problems even with the desktop client, it leads me to think it isn't just the phones that are causing the problems. Of course, it could be network related, but outbound, DID, and transferred calls all operate fine and have great audio quality, so I'm not sure what network issue would prevent CQ's from working correctly.

Highlighted
We're getting the same symptoms when we try to answer incoming CQ calls on the iPhone Teams app (whether on 4G or Wi-Fi connection). Really frustrating as it would be a great solution if this bit worked.

Personally I haven't ever seen this problem with the desktop client.
Highlighted

@heartfrappe 

 

What I have done is burn a couple additional E3 license to create full users accounts that I have named Sales Queue, Operator Queue, TechSupport Queue.

I have enabled these users for voice and given them a phone number.  (in my case it is with Direct Routing)

 

After the user is provisioned I will log in as the user and create a call group and set calls to forward directly to the call group.  (call groups can be up to 5 users and can be rung all at once or in order they are added.)

 

In the Auto Attendant, instead of sending the call to a Call Queue, i send to user and select the Queue user i have set for that.

 

When you do this, it eliminates the 3-4 second delay as the calls to the call group act like a DID call.  It has also fixed all issues I have had in one way audio and disconnected calls on SfB firmware phones.

 

It can be a little more costly but it does resolve all of the issues that I had with Call Queues.

Highlighted

@Stephan SwinfordWe're having the exact same issues on a Yealink T58A - we're noticing that inbound calls to our service number which are routed through Auto Attendant and then distributed to agents via Call Queue, that when the agent tries to pick up there is about a 5 second delay in the call being transferred and that the calls are often stuck on hold when they are transferred with no clear way of taking them off hold. Have you or anybody else in the thread heard any more about a fix for this issue?

Highlighted

@ciaranmadden our issues with the call queue appear to have been resolved with the recent update to AA & CQ that moved those services from Skype Admin to Teams Admin. There is still a slight delay, less than a second, however our T56A is still using the S4B firmware since I'm still finding the Teams firmware to be too buggy for production use.

Highlighted

@Stephan Swinfordi'm experiencing a similar issue. Using Teams only mode, and Yealink Teams edition T56A, updated with the latest firmware and Teams update:

-accepting direct calls, transfer and hold ✔
-accepting queue calls, transfer and hold :cross_mark:

The … button is grayed out when accepting queue calls. What to do?

Highlighted
I have a support ticket in with Microsoft on this too. They say they're looking in to it but who knows.

Are you noticing that when you pick up the receiver for a call from the Queue that the Yealink phone says 'you are on hold' and there is no way to come off of hold?
Highlighted

@ciaranmaddenwow, thanks for your reply! Glad to know, that we are not alone on this.
Indeed, one of the end-users was reporting the same behavior. So the device display's the text 'you are on hold'.

Highlighted
I'm glad to hear that we're not the only ones who have this problem too, I was beginning to think it was something I was doing!

I have a ticket open with Microsoft at the minute about this matter, I will let you know if there is a resolution for us.
Highlighted

@ciaranmaddenso I did some testing. The issue with the display saying, the call is on hold, still occurs from time to time. But If the call is connected correctly you can use the hard (phone) buttons to put a call on hold or transfer it :ok_hand:

Highlighted
AMAZING!! I hadn't even thought to try that!! I've been pawing at the screen angrily for about 3 weeks now. Brilliant work! At least there's a workaround now in the mean time and hopefully this can get fixed by Microsoft soon :)
Highlighted
You're more than welcome :)
One issue that remains, that the device display's the text 'you are on hold', so the person that's calling does not hear anything and would probably hangs up.
So I my case, I have the ability to not use the queue, until the issue is resolved.
Highlighted

@ciaranmaddenin the following discussion, the issue regarding 'you are on hold' is being discussed about.. https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/Auto-Attendant-and-Call-Queues-Service-U...

Highlighted

@heartfrappe - I am having the same issues, which I reached out to the community. I am working with the Audiocodes C450HD model phones. I set them up pretty much you would setup an IP phone with the sharing of the data port with the PC and phone, since the phone is POE. All calls began experiencing the delay when the company switch from Cisco. What we are experiencing is first there is the "Team" ring of about 5 seconds, then you get the regular phone ring for about 5 seconds. Then once the call is connected, we can hear the other person, but it takes up to 10 seconds for them to hear us. However, once the called is successful with bidirectional connectivity, the call is good. Currently, what I did was gave each phone it's own ethernet port connection, and the issue still exist. This happens with calling and more so, receiving calls.

Highlighted
I get to the same issue when the call is showing on hold on the Yealink T55A phones after the calling party hung up. Did you find any solution to this ?