Using Microsoft Teams & CloudPBX with AA and Call Queues.

If a user that is part of a call queue is actively making an outbound PSTN call (call not connected yet), and a call comes into the call queue, the outbound call is put on hold, and the inbound call is automatically answered, without the user actually clicking the answer button. The outbound caller hears nothing (because they are on hold.) We thought the fix would be to set the toggle on the call queue for "Agents can opt out of taking calls" but that didn't work. I have an existing case with Microsoft for this, with no resolution after a month.

In Skype for Business, any and all telephone numbers published in AD (i.e. main / primary "telephoneNumber", "mobile", "homePhone", "otherTelephone" etc.) would appear in a drop-down menu (along with the default "Skype for Business call") any time there was a call button, either from the buddy list or from the contact card.

In Teams, this is quite broken:

1 Phone numbers visible in the contact card in Teams are not diallable / hyperlinked.

2 The Call button from the contact card presents a different user experience to the Call button in the chat screen. In the chat screen, it provides "Teams call" and the "mobile" phone number field (if populated in AD) in the drop-down menu as options. In the contact card, it just defaults to "Teams call" without giving you any option to dial alternate published numbers for the user.

3 The drop-down menu behind the Call button should display any and all telephone number fields published in AD, not just the "mobile" phone number field. Understand the need to push a "Teams call" as a preferred option, but there are legitimate customer scenarios where a Teams call is not possible, and click-to-dial to other published telephone numbers for the contact is required.

Currently the teams 'calls' contacts will only sync contacts with unique phone numbers.

This means that if, like us, you are an MSP then you will have several contacts per client that have the same phone number. This limited functionality means that only 1 contact from that client will sync into teams - meaning that most contacts don't actually get brought over into teams.

I would like to see this changed, so that the phone number is set to a non unique field, allowing all contacts to sync across - even with duplicate phone numbers.

As per the screenshot - you can see the link from D365 -> Outlook works and has multiple contacts with the same number. However you can then see that the link from outlook -> teams only brings across 1 contact.

We have one calling queue attached to an auto attendant for our company's main phone number. Our receptionist attempts to pick up calls using the Teams desktop client on Windows 10, but it often takes several seconds before the call is connected. Sometimes when attempting to answer, the caller only hears clicking and the receptionist is still unable to answer.

Calls put on hold are sometimes unable to be picked back up without 30 seconds passing by.

This is all with Domestic Calling Plan in the United States. I don't know how much more "vanilla" our environment could be, but this performance is inadequate.

How do you stop the firmware auto updating from Microsoft Teams

Set-CsIPPhonePolicy -EnableDeviceUpdate $false

This does not seem to work anymore as I’ve just found all my phones updated to 58.15.0.45

I AM FURIOUS!

https://docs.microsoft.com/en-us/microsoftteams/teams-ip-phones

This article from yourselves confirms my testing, 58.15.0.45 BREAKS THE CALL QUEUES ANSWERING

When I downgraded all my phones on Friday to the version stated in your article, the issue was resolved. I came in this morning and the problem is back because all my phones have upgraded despite the policy being set.

Yealink also do not recognise your firmware http://support.yealink.com/documentFront/forwardToDocumentDetailPage?documentId=284

I have opened multiple tickets about this, the support has been horrendous! I am so disappointed in Microsoft Teams Phone System.