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
    2023-01-24T11:59:52+00:00

    Still having the same issues, purchased these before moving the phones to teams. Now stuck with three phones that need teams re-setting whenever they are unable to end a call correctly.

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  2. Anonymous
    2023-02-24T16:15:58+00:00

    Still having the same issues, purchased these before moving the phones to teams. Now stuck with three phones that need teams re-setting whenever they are unable to end a call correctly.

    Yeah still having issues here also, pretty frustrating.

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  3. Anonymous
    2023-02-24T16:34:07+00:00

    Your issue could be relating on this issue which seems to get fixed now.

    Recently headset busylight not clearing after Teams meetings, but - Microsoft Community

    Bug: Headset busylight status not clearing after Teams meetings, but works correctly for 1:1 Teams calls · Community (microsoft.com)

    We had the same issues with Jabra and Poly devices where a dead audio connection was still keeping up (silent noise) after the meeting was left.
    For 1 to 1 calls this issue never appeared. I've also heard from others that the same Teams bug affecting Yealink devices as well.

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  4. Anonymous
    2023-03-28T14:25:54+00:00

    Hello everyone,

    I join this conversation because I'm having issues for more than a year by now with MP50 phones. I have fifty of them.

    The main issues are:

    • calls sometimes are not ended when the user puts down the handset
    • the screen often shows the call continuing even if the call has ended
    • sometimes when the user answers a call using the handset there's an interval of some seconds before they hear the voice of the other part
    • the phones freeze and we need to power cycle them in order to make the usable again.

    Did anyone find a fix for these issues? I spent much time in ticket either with Yealink and Microsoft but nothing has changed and no one seems to know how to fix them.

    I managed to fix the issue of the menu selection during calls setting the "Call priority" setting to "Current call". The default is "New call" and this means that if you type a number during a call, the phone starts a new one.

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  5. Anonymous
    2023-04-25T13:12:46+00:00

    We have a bunch of them also and these are all common issues that we experience as well sadly. Thanks for the tip on the Call priority setting.

    Pretty amazing issues can persist this long without resolution.

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