Teams: Yealink MP50 unable to start, answer, or end calls

Anonymous
2021-09-10T18:52:05+00:00

Hello,

I recently deployed some Yealink MP50 USB phone devices to my agency users who are on Teams Voice. For some, the MP50 works perfectly: plug and play and away we go.

Unfortunately, for most users they can't start, answer, or end calls but the pause/resume and mute/unmute work fine during a call.

  • If they start a call from the phone's controls it looks like it is attempting to dial out but nothing happens on the PC and it eventually ends
  • If they receive a call it shows up on the MP50's screen but the answer and decline buttons do not work and neither does pressing speakerphone or picking up the handset.
  • If a user starts or answers a call on the PC they can use the MP50 for microphone and audio
  • Picking up the handset switches it from speakerphone to handset,
  • If I do a test call on the troubled setup, Teams displays a banner saying "No device call controls. Exit other calling apps so you can use your device call controls with teams.

I have worked with Yealink support through a lot of troubleshooting, but unfortunately have not resolved the issue. I will give a rundown of the troubleshooting.

  • Our Teams accounts are in Teams only mode and we do not have Skype for Business
  • I have troubleshot the issues for a couple of months, so it has persisted throughout Teams updating
  • I have troubleshot on a couple of different firmware versions of the MP50
  • For those having issues, I switched them to a device that worked on another PC but it didn't work on theirs
  • For those having issues, I took their device and put it on another PC that had a working one and it worked there
  • I've tried multiple device resets
  • I've deleted out all drivers out of device manager and reinstalled it, multiple times
  • I've tried completely removing Teams and all files/folders from the PC and then reinstalling and setting up Teams

Here is a rundown of some extensive process of elimination troubleshooting I did, with users A and B

  • MP50 works on user A's setup but not user B's setup
  • User B logs into their Teams account on user A's PC with user A's domain account logged in, the MP50 works
  • User B logs into their Teams account on user A's PC with user's B's domain account, the MP50 works
  • User A logs into their Teams on user B's PC with user B's domain account logged in, the MP50 doesn't work
  • User B logs into their Teams account on user B's PC with user A's domain account logged in, the MP50 works

To me, this eliminates the possibility of the device, the PC, the Teams accounts, and the Domain account from being the issue and just leaves it to being an issue with the local Windows profile on the PC.

I hope someone can provide some other troubleshooting options. I may have to look at alternatives, but what from I've seen it sounds like most other phones run Teams as a separate instance, creating several other drawbacks, or else have to be dumbed down to operate similar to the MP50 which makes them a waste of money.

Thanks

Microsoft Teams | Microsoft Teams for business | Other

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  1. Anonymous
    2022-08-22T15:14:15+00:00

    I've been waiting for this day for a month now. No firmware update on the yealink website this morning....

    Hoping this gets resolved soon.

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  2. Anonymous
    2022-08-23T00:11:45+00:00

    Just taken delivery of our MP50s and can't make outgoing call from the dial pad. I thought this fix would be out and we could go ahead with our Teams calling rollout this week but we will probably have to postpone.

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  3. Anonymous
    2022-08-23T08:36:59+00:00

    Hi Everyone,

    I received an update from MS that the fix was not included in the rollout for this month, the shipment team confirmed it will now be in released in September. We are still hoping for sooner as they have escalated this. As per MS, this an automatic update on the TEAMS client that will fix this issue. Not a Yealink update for those who might have thought so.

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  4. Anonymous
    2022-08-23T11:45:34+00:00

    Hi Everyone,

    I received an update from MS that the fix was not included in the rollout for this month, the shipment team confirmed it will now be in released in September. We are still hoping for sooner as they have escalated this. As per MS, this an automatic update on the TEAMS client that will fix this issue. Not a Yealink update for those who might have thought so.

    I'm curious at what point this broke? I didn't realize until after users were recently posting on here about it again, that I also can't dial out on my dial pad. I usually don't use the dial pad, so I hadn't noticed right away. It did work previously.

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  5. Anonymous
    2022-08-25T17:12:23+00:00

    I am unable to dial a phone call using the PC Softphone option with Teams. It looks like it's trying to make the call initially, but then it just returns to the menu again without actually doing anything. I noticed in the Yealink USB Connect settings under Softphone Settings, it says "No supported softphone detected". I am not sure if this is normal, but so far I can not get it to work.

    I've tried both preview and standard releases of Microsoft Teams, and currently the Yealink USB Connect software is the latest. So far none of the 12 MP50 phones, and all of them are having the same issue.

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