5-7 second delay before calling end can hear when picking up call with Polycom phone
When a call comes in from the Auto Attendant / Call Queue and the call is picked up on a Polycom phone there is a 5-7 second delay before the calling end can hear audio. This delay is pretty long and causes confusion, it should be 2 seconds at the most.
Jochen
shared this idea
43 comments
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Harry
commented
The same issue on all call queues seems to be when answered from a Yealink device t55a and t56a.
Will Microsoft comment on this? Makes a terrible impression on the customer
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Alex
commented
Have this issue with Yealink MP56
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Jon
commented
Same problem using Polycom headsets, I think this is more of a Microsoft Teams problem with the call queue's setting. This site has a possible solution, but it may kill your call reporting. Still better to be able to have customer service answer calls.
https://ucgeek.co/2020/06/microsoft-teams-call-queue-delay-and-the-conference-mode-fix/ -
Chris
commented
We ended up dumping all of our Yealink phones and with working from home standardized now on desktop and mobile clients. We have a Yealink conference phone and a test Poly phone left but using the Teams clients has been the most solid performing solution.
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Mark W.
commented
Same problem for me. Using the new Yealink 59 phones. Regret this decision.
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Anonymous
commented
We have the same delay issue on Yealink phones. Microsoft, please give us an update!
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Anonymous
commented
Please sort this out MS, embarrassing for IT teams rolling out this system and then it performing poorly with no seeming light at the end of the tunnel?!
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Anthony Andriano
commented
The delays are everywhere in the system. Transferring to the auto attendant's voicemail system, switching between greetings, etc. etc. all take forever. I've had multiple people hang up without getting to their destination because the delays are so confusingly long. Silence for 4-5 seconds is completely unacceptable. I can't believe how poorly this phone system has been implemented. But, please, give me more shark backgrounds because that's what I really need.
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Nathan Magyar
commented
Still an issue with all of our MS Teams clients. Not sure why this can't be resolved, it hasn't been an issue with other enterprise grade auto-attendant's I've used in the past.
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Martin Rees
commented
This Issue has been on going since Link 2010 then through SfB and now onto teams. Might have something to do with the server side and back-end still running on Link????????????? MS have done nothing to rectify the problem and don't seem to care as this problem hasn't been fixed in years. Its always on the "ROADMAP" but never seems to be a destination they reach!
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Leon
commented
our users have been reporting this since going live in March during the pandemic with polycom vvx450, even tried to call person next cubical and the delay is really frustrating.
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James
commented
anyone else experiencing audio delays on direct calls using polycos s4b? Not just call from auto attendant or call queue.
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Anonymous
commented
Why does it take so long? What is it doing?
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Sam
commented
Unfortunately since MS moved to the UserVoice popularity driven system of development, most effort seems to go towards things like adding emojis or new web interfaces rather than fixing critical core functionality. We are also waiting for this to be fixed
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Terry
commented
We're halfway through Q2 of 2020, we're also still experiencing this issue. We solely use the teams clients to operate our voice lines. We cannot keep count of the number of calls ended because of the no response after pickup. Annoying internally, but a dealbreaker when used in a sales perspective. If only we had more feedback on how this issue is being handled.
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LaFawnduh617
commented
I have the same issue with the auto attendant feature, but no call queue setup, as it is meant to route all calls directly to an O365 group to receive both audio and transcribed voicemail.
The feature works beautifully (*outside of the delay*), but we are not yet able to publish the number to our website for this reason.
This issue has been raised in multiple community Teams channels and hosts have offered info relating to a fixed 15 second interval built into the call queue feature for call routing, this might explain the issue some users are facing, but they could not answer to the 5-7 second delay that seems to be consistent across end user experience, whether or not the call queue function is enabled.
Any update here? Just a comment would be helpful to know it is being looked at closer. Otherwise, we can move onto other VoIP solutions temporarily if the timeline on the fix is unclear or too far out.
Thank you -
shifra
commented
any timeframe when this will be resolved?
we just moved over and may have to move back due to this -
ChrisMoo
commented
Yes this is a huge issue for us too.
No updates on this critical issue MS???
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Mike Messer
commented
We have had this issue with AAs/CQs for 2+ years. The device type does not matter. We have tried Poly and Yealink devices along with softphones with the same significant delay issue. It is definitely an issue with Microsoft and their backend routing of AA/CQ calls. This issue occurred while AAs/CQs were in SfB Online as well, so they didn't change the architecture in Teams as they stated they were going to do. The issue lives on!
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Jeff Schertz
commented
FYI this is not a phone-specific issue, and Microsoft has been working on a fix for this on the AA/CQ back-end in Teams.
Timeline was around the end of the year, so could speculate it's not far off. More details can be found here:
https://techcommunity.microsoft.com/t5/microsoft-teams-ama/call-queue-answer-delay/m-p/300268