Incoming Call Queue calls Issue - Mobile Client
Incoming PSTN calls that arrive into a Call Queue cannot be correctly answered on the Mobile Teams clients (iOS and Android) by any of the CQ members. The incoming call is displayed but it looks like the integration of the Teams client into the Mobile operation system (iOS and Android) is not functioning correctly and the call keeps ringing even after accepting it. After a while the calls drops.This issue does not occour when calling a phone number assigned directly to a user.
I switched it to Conference mode on, and that did help where they could answer the call. However it still shows unavailable in the status still they were "in a call" even though they were no longer on the call. They used their iphone to made the change in the team app.
Bump... this is still happening. Any progress to this?
Support guy commented
This problem still exists even when turning off conference mode.
SOLVED!! Enabling the Conference mode to Auto fixed out the problem. (Edit your Call Queue and in the Call Answering section turn of Conference mode).
I am experiencing this same issue. Fortunately we are not live yet but in the implementation phase. It is only affecting iOS devices and only when the call comes through the call queue. No problem answering from a Windows desktop or Android device Direct calls to the Teams member phone number work just fine on the iOS device.
We are experiencing the same issues, however it is affecting both mobiles and the desktop clients for both Windows and Mac
Are other users here also experiencing this issue when answering calls on the desktop app . ?
We are also experiencing this problem, and have a case open with Microsoft just now. In the interim the work around we have advised users are:
1. Call comes into call queue and rings on iOS locked screen
2. Answer the calls (the call does not connect)
3. Press Cancel
4. Unlock the iOS device
5. The call now rings back into the unlocked iOS device
6. The call should now show as Connecting
7. The caller should now be able to speak the called party for user call queue
Not ideal, but it works.
Tony Jacobs commented
We're experiencing this and it's now almost August, so hopefully they'll get to this soon.....?
Anyone discover any workarounds?
I also am experience this problem. When a customer calls into our call queue and my iOS device starts to ring because I am in the call queue, I attempt to answer the call by sliding the slider to answer. It appears as though it answers the call for a split second, places the call on hold, then drops the call. The customer is still waiting in the call queue. Eventually it will cycle back to my turn to answer the call in call queue. On the third or fourth time around, the call with eventually will appear with two buttons instead of the slider - the two buttons are decline or accept the call. When I click accept, it will finally answer the call (after a significant delay might I add). It seems to only be a problem on iOS for me right now.
Mike Keats commented
I have tried the restarting of app and that didn't work for us.
We are having other customers also reporting this issue, the temporary fix seems to be to end the Teams mobile app and restart it, we have had a ticket raised with Microsoft for over a week and no fix yet.
We are also seeing this problem on the mobile app, when the person answers the call on their mobile it tries to connect and then fails, and the call then seems to carry on ringing in the call queue.
I think this has only started in the last week or so, and as we are also seeing the new Call Answered by information when someone else in the queue answers the call I think there has been an upgrade that has broken something.