Jun 17 2021 11:01 AM
All,
We have Teams call queues set up. An external caller dials the queue. One of four people in the queue answers the call on their Yealink MP56 or T55 phone. They then transfer the external caller by choosing a named user in Teams from the phones interface for searching Teams users.
When the Teams user receiving the call answers...about 50% of the time, that user, and the original caller, cannot hear each other. The call shows as connected, but there is 'dead air'.
Anyone else experience something like this?
Thank you.
Jun 17 2021 04:32 PM
Hello @Scott_S920 I have seen older posts that talk about delays using Yealink and Teams, but not about the inability to hear.
@Christopher Hoard and @adam deltinger - can you offer any assistance here?
Jun 29 2021 03:06 PM - last edited on Jun 29 2021 03:08 PM by ThereseSolimeno
Jun 29 2021 03:06 PM - last edited on Jun 29 2021 03:08 PM by ThereseSolimeno
Solution1. 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
Jun 30 2021 08:34 AM
Jul 01 2021 10:07 AM
Jun 29 2021 03:06 PM - last edited on Jun 29 2021 03:08 PM by ThereseSolimeno
Jun 29 2021 03:06 PM - last edited on Jun 29 2021 03:08 PM by ThereseSolimeno
Solution1. 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