Teams call cannot be stopped

Question

Teams call cannot be stopped

IBN 4,476

Hello Teams Community,

Please i need your help on this.

A particular user cannot receive calls on Teams, when you try to call the user we receive a message that the user is busy.

we have had this in the past, when we restart Teams it will say the user is still in a call with BEACC-R222-CallQueue on another device, this is not the case.

when we click to the button to join the call the calls fails but still remains in calls even on teams.microsoft.com the user can not receive calls.

I have attached a screenshot to this message:

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Answer 1

Yuki Sun-MSFT 41,376 Moderator

Hi @IBN ,

Please try signing out and then login in again to see if there would be any difference:

If the issue persists, it's suggested to clearing the Teams client cache and check the result:

Sign out and then quit the Teams desktop client.
Navigate to C:\Users\<UserName>\AppData\Roaming\Microsoft\Teams
(Note: The AppData folder may be hidden, in this case, please go to View on the ribbon, then tick the "Show Hidden folders" box.)
Delete all the content from this folder.
Restart Microsoft Teams.

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IBN 4,476 Reputation points

2022-03-03T09:35:47.27+00:00

Thank you for your reply.

The affected user cannot receive calls on the Teams app on cellphone, or web app or Teams program.
We think there is a call stuck but we cannot seem to find or connect with this call or end it.

Yesterday I already deleted Microsoft Teams from the computer, cleared the cache and reinstalled it. This did not do anything.

Today I checked the latest version of Teams.

On the Teams web portal is the same issue, I can’t call to the affected user because Teams says she is busy and not available.
Here you see on the left screen her Teams shows online which means she is available and did not receive a pop-up to pick up the call.

I have tried to call her I got a direct call message taht she is busy.

She receives only a pop-up from my missed call.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-03-04T08:59:34.37+00:00

Hi @IBN ,

From the new screenshots you shared, the previous notification which says "the user is still in a call with BEACC-R222-CallQueue on another device" has disappeared, right?

Besides, please try signing out Teams from all devices(including web browser or mobile devices), then check if it can help.
IBN 4,476 Reputation points

2022-03-08T13:57:05.33+00:00

Hello,

We have tried logging of on all the devices (web, app, program) but when we log on we are still in call “on another device” and still can not receive calls.

Another user also had the same problem. In this example it is the user with Teams program was blocked during a call and after restarting Teams they are locked in a call with a Teams CallQueue (BEACC-LA-CTRL-F-Callqueue) and can not stop the call.

The reason that on some screenshots the message of the call is not visible is because we can close the message by pressing on the X but when we restart teams the message reappears.

We have this with multiple users and it always lasts for a few hours and than the problem disappears by itself but in the meantime the user can not receive any calls which is a big problem for our company who have to receive a lot of calls during the day.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-03-09T07:29:17.553+00:00

Thanks @IBN for sharing the additional information.

So the affected users were indeed in a call with the Teams CallQueue as mentioned in the message, right? If this is the case, I'd suggest checking the per-user call analytics via Teams admin center > Users, select a user and then open the Meetings & Calls tab, scroll down and find the problematic call, click its call ID to view the details, hit the Advanced tab and check the device information involved like name and IP address:

By the way, regarding "BEACC-R222-CallQueue" and "BEACC-LA-CTRL-F-Callqueue", are they both call queues configured in your organization? And does this issue occur to calls with normal users or only occurs when it involves Teams call queues?

Furthermore, considering that multiple users have been affected, it's also suggested to have a look at the Microsoft Teams service health status via Microsoft 365 admin center > Health > Service health, see if there's any Teams related known issues with your current subscriptions.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2022-03-14T09:12:51.227+00:00

Hi @IBN ,

Have you had a chance to check the call analytics report and health service center? Should there's any update or further findings, feel free to post back.

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Teams call cannot be stopped

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