Company wide our users are starting to experience Microsoft Teams meetings closing immediately a RingCentral desktop call comes in.
I saw a thread somewhere to turn off Headset controls in RingCentral. That seems to have worked for us for now. Does anyone know why that setting is causing this to happen?
This does not work for me. I have a Sennheiser speaker connected to my laptop. If I am in a MS Teams call and someone calls me on Ring Central the MS Teams call automatically disconnects. I have updated the headset setting but this does not solve the problem - perhaps because it is a speaker and not a headset? Can anyone help?
Hello!
I have the same issue with our organization. And yes, the only option to fix it is what you posted with the headset control. I hope support can chime in on a better fix?
We found the RingCentral MVP has this issue dropping Teams Calls when RC ring in. Fould if the user down load Plantronics Hub (Plantronics Headset) or Jabra. The user no longer has the issue and the Headset Control is enable allowing the user to control the call from the headset.
However, lately, we've had to tell agents to disable HUB because when they allow a call to go to VM, the "Headset" continues to beep in their ear. This problem stops as soon as we close HUB. This started happening a few weeks ago out of the blue. I opened a support ticket. No help there.
@Anthony Cherry Hit us with your case number and we'll dig into it a bit further.
15917887
Thank you - we have another question about this in the Community and will be coordinating the two issues to see if we can get some visibility on the issue.
Thank you so much!
Same issue here, if a call goes to voicemail, the headset base continues ringing. I've found the only way to disable it is to turn off headset controls. I wish there was an actual solution, as some people actually want to use headset controls.
Yeah. This issue is systemic across our environment. Not everyone is complaining, but it is a trendy issue with our Service Desk. I think it's an issue with the RC-developed Plantronic plug-in. But they don't acknowledge that there is an issue.
Hello,
After investigation, the Engineering team has determined that this is working as expected. All headsets connected to the RingCentral App via HID support have a known limitation when multiple applications try to use the headset simultaneously, one of the calls may be disconnected. This is not an error with the RingCentral App.
Workaround:
For Jabra and Polycom headsets, disable Headset controls in the RingCentral App settings and use the native apps to manage the headsets. This should resolve the problem of getting disconnected from MS Teams meetings when a call comes into the RingCentral App.
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