Transferring calls in Teams - Unable to retrieve call back

Custard McDoodle 21 Reputation points
2020-07-03T09:24:41.573+00:00

Hi

We are having a small issue transferring calls. A call with come in, occasionally, on a wrong number.

The ‘’announcing a call’ sends you to Teams messenger which isn’t ideal as it might take the person a while to reply whilst you have a call waiting to put through.

The operator will then transfer the call to the correct staff member who cannot take the call as the are on their mobile/cell phone talking to someone else (despite showing on Teams as available) As such the staff member will reject the call. The operator then gets the option to retrieve the call but it fails and the call is dropped.

Is this a 'feature'?

Thanks

Microsoft Teams
Microsoft Teams
A Microsoft customizable chat-based workspace.
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Accepted answer
  1. JimmyYang-MSFT 50,356 Reputation points Microsoft Vendor
    2020-07-06T06:44:34.627+00:00

    Hi CustardMcDoodle9312!

    Does this issue happen only on specific call number or all number?

    If a user attempts to retrieve a call and is unsuccessful, you can try to check the following tips:

    *Verify that the user is using the Teams client or a Teams-enabled device/Phone.

    *Grouping- is the user a member of the call park group, which is the based on having the same Teams Call Park policy assigned.

    *Island mode- Call park and retrieve is unavailable in Teams island mode.

    *The call has already been retrieved or terminated

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  1. Custard McDoodle 21 Reputation points
    2020-07-03T11:55:58.71+00:00

    I'd be very interested if anyone else is having the same issue.

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  2. Custard McDoodle 21 Reputation points
    2020-07-06T14:39:45.213+00:00

    Hey, thanks for your reply JimmyYang-MSFT,

    It's any number that it happens on all numbers.

    Grouping- is the user a member of the call park group, which is the based on having the same Teams Call Park policy assigned.

    This might be the issue - we don't actually have a call park group set up. Thanks for your help.

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