Box with transfer, hold, mute, etc. option disappears for teams when phone is locked.

Question

When I answer a teams call on my iphone and my phone is locked, if I click teams the transfer, hold, mute, etc disappears and I'm no longer able to transfer the call. This is happening with other iphone users in our office as well. I've already uninstalled and reinstalled the app on my phone and it's still happening. Is there a setting causing this to happen?

Answer 1

Hi @Eden Riffe

Welcome to Microsoft Q&A Forum.

Thank you for reaching out and sharing your experience. I completely understand how frustrating it must be to lose access to important call controls like Hold, Transfer, or Mute during a Teams call, especially when your phone screen is locked and you're in the middle of something important.

You've already tried uninstalling and reinstalling the app, which is a good first step, but it seems the problem persists. What you're experiencing isn’t due to a setting being turned off or anything you did wrong. It’s actually a limitation of how iOS handles third-party calling apps like Microsoft Teams or any others, that’s why the control options disappear when your screen is locked.

There isn’t an official fix available yet, but based on my testing and research, there’s a workaround that some users have tried with success:

While you're on a Teams call, try this:

• Open your iPhone’s Phone app.
• Make a quick call to any number (even your voicemail works).
• Once the call connects, hang up.
• Then, lock your phone and go back to the Teams call. You should now see the call controls (like mute, hold, transfer) again.

You can also check out a similar case on the Microsoft Community for your reference.

Please note: This is a temporary workaround, so you’ll need to do it each time the issue comes up.

Avoid Locking the Screen: This is obviously not ideal, but if transferring is critical, you might have to keep your phone unlocked during the call.

I completely understand how inconvenient this is and appreciate your understanding. I'm here to support you however I can.

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