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MP50 stuck after call transfer
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af@benenden.school Offline
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Posts: 3
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Post: #1
Brick MP50 stuck after call transfer
Hi,

The MP50s appear to have an issue where they get stuck after transferring a call.

To repro:
1. Answer a call with the MP50
2. Transfer the call and wait for the transfer to complete and the call end
3. Try to answer another incoming call with the MP50

Symptoms:
1. The call fails to pickup, and the caller gets sent to voicemail
2. The MP50 screen still shows the first call as ongoing and cannot be ended
3. The MP50 returns to normal after the second failed call

Workarounds:
1. Reboot the phone after transferring a call
2. Answer calls using the Teams client and then pickup the handset

This does not appear to affect "consult and transfer". Teams is on the latest version, and we've tested the MP50s straight out of the box and on the latest firmware 131.410.0.55. These have also been tested on different computers, although sometimes the symptoms change ultimately the phone gets stuck after the transfer.

One of the purposes of buying these phones is so they can be used on the reception desk with Teams, so the ability to reliably transfer calls is critical. They're

We have bought around 40 of these devices, please can anyone help?

Kind Regards,
Andrew
12-07-2021 04:43 AM
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complex1 Offline
3CX Adv. Cert. Engineer
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Posts: 1,283
Joined: Jan 2014
Reputation: 38
Post: #2
RE: MP50 stuck after call transfer
(12-07-2021 04:43 AM)af@benenden.school Wrote:  Hi,

The MP50s appear to have an issue where they get stuck after transferring a call.

To repro:
1. Answer a call with the MP50
2. Transfer the call and wait for the transfer to complete and the call end
3. Try to answer another incoming call with the MP50

Symptoms:
1. The call fails to pickup, and the caller gets sent to voicemail
2. The MP50 screen still shows the first call as ongoing and cannot be ended
3. The MP50 returns to normal after the second failed call

Workarounds:
1. Reboot the phone after transferring a call
2. Answer calls using the Teams client and then pickup the handset

This does not appear to affect "consult and transfer". Teams is on the latest version, and we've tested the MP50s straight out of the box and on the latest firmware 131.410.0.55. These have also been tested on different computers, although sometimes the symptoms change ultimately the phone gets stuck after the transfer.

One of the purposes of buying these phones is so they can be used on the reception desk with Teams, so the ability to reliably transfer calls is critical. They're

We have bought around 40 of these devices, please can anyone help?

Kind Regards,
Andrew

Hi,

For this, the best you can do is to submit a support ticket at Yealink.
https://ticket.yealink.com/

Kind regards,
Frank.

I am not an employee of Yealink.
Dutch is my native language, not English. Apologies for my imperfect grammar.
Please do not send unsolicited PM messages. I will not answer them.
12-07-2021 03:57 PM
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af@benenden.school Offline
Junior Member
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Posts: 3
Joined: Mar 2021
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Post: #3
RE: MP50 stuck after call transfer
Thank you, I have already created a ticket for this. Just wondering if there was anyone else who had seen this issue.
12-07-2021 04:22 PM
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wes.phillips Offline
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Posts: 1
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Post: #4
RE: MP50 stuck after call transfer
(12-07-2021 04:22 PM)af@benenden.school Wrote:  Thank you, I have already created a ticket for this. Just wondering if there was anyone else who had seen this issue.

We are experiencing the exact same issue as of this morning. Is your reception using Teams Call Queues? We think this might be part of it as well.
12-08-2021 11:53 PM
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af@benenden.school Offline
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Posts: 3
Joined: Mar 2021
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Post: #5
RE: MP50 stuck after call transfer
(12-08-2021 11:53 PM)wes.phillips Wrote:  
(12-07-2021 04:22 PM)af@benenden.school Wrote:  Thank you, I have already created a ticket for this. Just wondering if there was anyone else who had seen this issue.

We are experiencing the exact same issue as of this morning. Is your reception using Teams Call Queues? We think this might be part of it as well.

Hi,

Yes they are, but we have seen this on machines without call queues as well. The Plantronics Calisto 540 USB phone works perfectly, so they are using this for this moment.

Currently Yealink's R&D department are saying that it is an issue with Teams not the MP50, and to raise a ticket with Microsoft. Even though we know that this issue is also being seen by other companies that also have the MP50, and that this issue is not seen when using other UDB devices like headsets and the Calisto 540. We feel that if you sell a product that is certified to work with Teams that it is your responsibility to work with Microsoft to ensure it works with Teams.

Please, if there is anyone else who has an MP50 can you test this in your environment:

  1. Take a call through teams on the MP50
  2. Blind transfer the call
  3. Then try to answer another call with the MP50


Kind Regards,
Andrew
12-22-2021 07:24 PM
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