unable to transfer the ongoing call

Question

Hello

Please i need your help on this issue.

Some users in our company have been experiencing an issue where when a call is manually transferred to them from the Call Queue "CQ CSC Initial Response" they are able to receive the call but the call window disappears so they are unable to transfer the ongoing call to someone else, put it on hold or even terminate it.

The users affected so far are Louise (Not part of the CQ), Kristy (in the CQ) and Mandy (in the CQ).

They suggest other users in the department are experiencing the same issue but I haven't received a full list of affected users yet.

Answer 1

Hi @John Peter

According to your case description, an ongoing call cannot be transferred in Microsoft Teams. Please try the following steps to troubleshoot:

• Check call forwarding settings: Make sure you have set up the call forwarding feature correctly in Teams. You can find the call forwarding option in Settings > Calls in Teams.
• Verify licenses and permissions: Make sure you have an Enterprise Voice or Business Voice license, as the call forwarding feature requires these licenses. If you don't see the call forwarding option, it may be due to a license issue or the administrator has not enabled this feature.
• Update Teams client: Make sure your Teams client is the latest version.
• Check network connection: Make sure your network connection is stable, as network problems may affect the normal use of the call forwarding feature.

If these basic methods still cannot solve your problem, please refer to the solutions mentioned in our official documentation first.

https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/phone-system/direct-routing/issues-with-call-transfers

https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/phone-system/direct-routing/issues-with-outbound-calls

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