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

Yes these device have to be one of the worst I've ever delt with. I thought they would be much simpler than an IP device l. How wrong I was.

I recently decided to open a ticket with Microsoft to dive deeper into all these issues. After some useless questions from the Microsoft technician, like download the logs, take a video showing the problem, etc. I clearly told them that I wouldn't do any other procedures like these because all my problems are known problems. Then I asked to just let me know if Microsoft plans to fix this awful situation or if they don't care about their customers that have made the mistake to buy these devices, like us. They then said that they'll let me know what their development division will say and that in the case they want to figure this out, they'll reach Yealink to fix all these issues. I personally am not confident that they'll do something, but let's wait and hope... I'll keep you updated.

Has anyone else experienced this issue returning after switching to "New Teams"? I haven't seen this issue listed on the known issues page. Known issues in the new Microsoft Teams desktop client - Microsoft Teams | Microsoft Learn When I switched to "New Teams", the MP50 continues to function normally (dial from keypad, etc.), but when the MP50 is power cycled, the issue described in this post returns.

Update: After opening a case with Yealink, they have stated this is a known issue that they are working with Microsoft on.

Yes, we just switched over an it is an absolute nightmare. Cannot answer by picking up the phone. Cannot dial out. date/clock will not sync, etc. If the handset had a USB plug on it instead of the phone taking up space, it would work the same.

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

Anonymous

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

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132 answers

Anonymous

2023-04-25T23:53:52+00:00

Yes these device have to be one of the worst I've ever delt with. I thought they would be much simpler than an IP device l. How wrong I was.
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Anonymous

2023-04-26T07:11:45+00:00

I recently decided to open a ticket with Microsoft to dive deeper into all these issues.

After some useless questions from the Microsoft technician, like download the logs, take a video showing the problem, etc. I clearly told them that I wouldn't do any other procedures like these because all my problems are known problems. Then I asked to just let me know if Microsoft plans to fix this awful situation or if they don't care about their customers that have made the mistake to buy these devices, like us.

They then said that they'll let me know what their development division will say and that in the case they want to figure this out, they'll reach Yealink to fix all these issues.

I personally am not confident that they'll do something, but let's wait and hope...

I'll keep you updated.
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Anonymous

2023-10-23T14:09:32+00:00

Has anyone else experienced this issue returning after switching to "New Teams"? I haven't seen this issue listed on the known issues page. Known issues in the new Microsoft Teams desktop client - Microsoft Teams | Microsoft Learn When I switched to "New Teams", the MP50 continues to function normally (dial from keypad, etc.), but when the MP50 is power cycled, the issue described in this post returns.
Was this answer helpful?

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Anonymous

2023-11-28T14:11:50+00:00

Update: After opening a case with Yealink, they have stated this is a known issue that they are working with Microsoft on.
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Anonymous

2024-01-12T13:14:14+00:00

Yes, we just switched over an it is an absolute nightmare. Cannot answer by picking up the phone. Cannot dial out. date/clock will not sync, etc. If the handset had a USB plug on it instead of the phone taking up space, it would work the same.
Was this answer helpful?

0 comments No comments