Teams Calls disconnect

Question

Teams Calls disconnect

Anonymous

Hello

Please i need your help on this issue.

For the last 3 days we have had dozens of Teams calls that disconnect the moment we answer them.

The calls are not from the same number and when called back, We almost always get a pop-up message that the line is busy.

Occasionally, we have gotten a customer or a caller, but rarely.

The screen shot attached is for a call that Karen one of our user answered. It rang once on her Teams phone, but the log shows that they called 3 times.

The 22 second call is the one she attempted to answer. The other two from this caller never rang on the Teams desktop App or Teams cell phone.

All the users linked to the call queue are all affected below.

1. We are receiving Direct Routing with Calling Plan

The number is direct to the call queue
We have uninstalled Teams multiple times.
We are not using VPN

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2 answers

Answer 1

Hello Ini Nkanga**,**

Good day! thank you for posting in Microsoft community.

I'm sorry to hear that you are experiencing issues with Teams calls disconnecting. This could be caused by a number of factors, including network connectivity issues or problems with the Teams application itself. follow this article: My calls keep dropping in Microsoft Teams - Microsoft Support [90ff-5643-58f-67be].

Here are a few troubleshooting steps you can try:

Check for updates: Make sure that you have the latest version of Teams installed on your devices. You can check for updates by going to the Teams settings and clicking on "Check for updates".
Clear the Teams cache: Sometimes clearing the Teams cache can help resolve issues with the application. You can do this by going to the Teams settings, clicking on "Privacy," and then clicking on "Clear cache."
- For desktop application: Clear Teams cache - Microsoft Teams | Microsoft Learn.
- New:
- C:\Users%username%\AppData\Local\Packages\MSTeams_8wekyb3d8bbwe
- Classic
- %appdata%\Microsoft\Teams
- Adjusted instructions that cover both app types.
- If Teams is still running, right-click the Teams icon in the taskbar, and then select Quit.
- Open the Run dialog box by pressing the Windows logo key + R
  1. In the Run dialog box, copy/paste: new Teams app: C:\Users%username%\AppData\Local\Packages\MSTeams_8wekyb3d8bbwe classic Teams app: %appdata%\Microsoft\Teams
Delete all files and folders in the directory.
Restart Teams.
Sign out of Teams by selecting your profile picture at the top right of Teams and then selecting Sign outfrom the menu options. Once Teams closes, open it again and sign in with your email and password.
Uninstall Teams from your device, then reinstall it.
If you’re using a VPN to access Teams, turn it off and back on.
If you’re using the Teams desktop or mobile app, try using the web version: https://teams.microsoft.com/.

I hope this helps. Let me know if you have any further questions or concerns.

Please understand that our initial response may not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

If neither of these step's work, please let me know and we can explore other options.

Thanks for choosing the MS community.

Looking forward to your response and have a great day ahead!!

Sincerely

S M Nazmun Nur | Microsoft Community Moderator

Answer 2

Hello Ini Nkanga,

Good morning! Thank you for posting in the Microsoft community.

We have received your query and you can expect to receive a response from one of our community moderators accordingly.

At this point, we appreciate your patience and cooperation. Thank you.

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Teams Calls disconnect

2 answers