Teams Desk Phone - Call on hold hangs up with handset

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Frequent Contributor

I've experienced this frustrating issue on two different Teams desk phones from different manufacturers over the past few months as we've been piloting some new phones to replace our old Polycom VVX series devices.

 

Steps to reproduce:

  1. Answer or place call on Teams desk phone
  2. Place call on hold
  3. Hang up handset
  4. Call is terminated as handset is placed

This also happens if the user hangs up the handset while in the transfer call menu. The only instance this doesn't happen is if the call is parked.

 

The expected behavior is that the call would continue to be on hold until the user picks the handset back up, presses the 'resume call' button, or the transfer is complete.

 

I have submitted feedback using the in-phone 'report an issue' link back when we first experienced the issue, however it is still an issue and has not been resolved, so I'm posting here to hopefully raise awareness and get some traction. I have also created this issue on uservoice: https://microsoftteams.uservoice.com/forums/908686-bug-reports/suggestions/39282550-hanging-the-hand...

7 Replies
Hi,

I can confirm this, tested on a Audiocodes C450, and it works exactly as you describe. The only workaround is if you put the call on speaker first and then hang up the handset.

And if I run the same phone in Skype for Business mode it works as you want it to.

Have you talked to the manufacturers of the phones you are testing? They can have good contact with Microsoft.

@Linus Cansby I contacted Yealink when I first experienced the issue a few months ago and they recommended that I leave feedback with Microsoft

 

C-658VsXoAo3ovC.jpg

 

I'll contact Crestron and see if they are interested in addressing this with Microsoft.

Crestron is using a rebranded Yealink phone, so it is the same device. 

After opening a support ticket with Crestron and waiting weeks to hear anything back, they basically said "Yes, what you describe is what happens. Can we help you with anything else before we close this ticket?".

 

So I'm back here, trying to get Microsoft's attention on the issue.

@Stephan Swinford still happening on Yealink T58A with latest firmware from Feb 24th.

 

Did anyone provide a solution other than workaround with speaker phone?

Today I deployed a system to a client and they had several calls all come in, I witnessed they placed on hold (3 calls successfully placed on hold) and lost all due to placing the handset on the hookswitch.

@ekamien Nope, still occurring with me and I haven't had much luck with support at the device manufacturer either.

 I opened a ticket with Microsoft, and also am pursuing support with the MFGR. We'll see what happens.