Genesys Cloud - Main

Hello Everyone! 

This may be an odd one to describe - but I am wondering if any other GC clients who use MS TEAMS (not integrated) have had this issue... 

In our remote work environment we use MS TEAMS for coaching, peer showing and general meetings/New hire collaboration. An employee will have a group of up to 4 new hire agents shadowing them and they will use a TEAMS meeting to group together - the call center agent will screen share their desktop & toggle for the computer audio to share as well. When the call center agent receives an inbound queued call in Genesys, as soon as the call connects with them, the TEAMS meeting puts the agent on hold within it. The agent attempts to resume themselves within the TEAMS meeting but as the meeting allows them back.. MS TEAMS forces the Gensys Cloud call on hold and the client and other agents listening in the meeting only hear hold music. If the agent connects back to the caller - the TEAMS meeting puts them on Hold again. 

Its a nasty cycle and we can't seem to find the cause of this. Does anyone have any advice - thoughts - tips?  I am at a loss :) 

Thanks! 

#Unsure/Other

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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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Hi Kymberli

I seem to recall having this a while ago and I suspected it's actually headset/communication device related.  I think I also found a number of threads out there in Teams communities talking about the same issue and not necessarily just alongside Genesys.  Of note I think I also had the same happen if my headset was paired to both my PC and my mobile phone, and if I had an incoming call on the mobile, that put Teams on hold.  

I'll test later today as this was all last year sometime.

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Vaun McCarthy
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I suspect it is your PC or Headset trying to be "helpful" and not letting you be on two calls at once, because outside of the contact center or similar use case as that, why would anyone want that to happen. 

Haven't had a chance to test it out myself yet, but I suspect the issue will be in the exclusive control settings:


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Anton Vroon
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Some of my team members are stating they are having this issue as well. It used to work and just started not working a few days ago. 
I tested myself and it works for me still. 
Also, we both have the same Teams version 
Workaround - unhold, unshare, reshare and it works. 
Any thoughts on how to fix the issue?

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Ly Lim
Cardinal Health 5, LLC
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Original Message:
Sent: 03-03-2022 14:41
From: Anton Vroon
Subject: MS Teams (not integrated) putting Genesys calls on hold

I suspect it is your PC or Headset trying to be "helpful" and not letting you be on two calls at once, because outside of the contact center or similar use case as that, why would anyone want that to happen.

Haven't had a chance to test it out myself yet, but I suspect the issue will be in the exclusive control settings:


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Anton Vroon
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I have yet to find a solution to this - i've worked in depth with Microsoft and working with Genesys Support too. 

I am quite certain it is the computer settings just like you've all suggested too - but in trying many different ways to configure the sound & device settings.. there is no change.

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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
------------------------------

Original Message:
Sent: 03-09-2022 14:02
From: Ly Lim
Subject: MS Teams (not integrated) putting Genesys calls on hold

Some of my team members are stating they are having this issue as well. It used to work and just started not working a few days ago.
I tested myself and it works for me still.
Also, we both have the same Teams version
Workaround - unhold, unshare, reshare and it works.
Any thoughts on how to fix the issue?

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 03-03-2022 14:41
From: Anton Vroon
Subject: MS Teams (not integrated) putting Genesys calls on hold

I suspect it is your PC or Headset trying to be "helpful" and not letting you be on two calls at once, because outside of the contact center or similar use case as that, why would anyone want that to happen.

Haven't had a chance to test it out myself yet, but I suspect the issue will be in the exclusive control settings:


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Anton Vroon

Same here, still having issues. Anyone figure out a resolution yet?

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 03-29-2022 17:42
From: Kymberli O'Hagan
Subject: MS Teams (not integrated) putting Genesys calls on hold

I have yet to find a solution to this - i've worked in depth with Microsoft and working with Genesys Support too.

I am quite certain it is the computer settings just like you've all suggested too - but in trying many different ways to configure the sound & device settings.. there is no change.

------------------------------
Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
------------------------------


Original Message:
Sent: 03-09-2022 14:02
From: Ly Lim
Subject: MS Teams (not integrated) putting Genesys calls on hold

Some of my team members are stating they are having this issue as well. It used to work and just started not working a few days ago.
I tested myself and it works for me still.
Also, we both have the same Teams version
Workaround - unhold, unshare, reshare and it works.
Any thoughts on how to fix the issue?

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 03-03-2022 14:41
From: Anton Vroon
Subject: MS Teams (not integrated) putting Genesys calls on hold

I suspect it is your PC or Headset trying to be "helpful" and not letting you be on two calls at once, because outside of the contact center or similar use case as that, why would anyone want that to happen.

Haven't had a chance to test it out myself yet, but I suspect the issue will be in the exclusive control settings:


------------------------------
Anton Vroon

Well we do have the MS Teams integration. And we have the same issue.
Some employees have the "Teams calling enabled" Feature. (Being able to call phone numbers with MS Teams) and they get calls when on a Genesys Cloud ACD call and the other way around.
All the integration does is show the person in Genesys Cloud what status the user has in MS teams and it allows you to call back and forth. It does not prevent you from getting calls from both platforms. 

The issue is just 2 applications hijacking the same headset. Have you tried screensharing and enabling the PC Audio in MS Teams? 

I would solve this with Coaching in Genesys Cloud and/or Recordings + Screen recordings. Or you can use the Mic of the Laptop/PC for the teams meeting and only communicate in text and use the headset for Genesys Cloud.

But if you find out how to stop MS Teams from Hijacking the headset I would be curious to know.

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Andrew Lagarde
KPN B.V.
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Has anyone had any luck solving for this issue w Microsoft Teams and Genesys integration and audio going on hold?

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Kate Drea
Deloitte Global Services Limited
------------------------------

Original Message:
Sent: 04-28-2022 01:47
From: Andrew Lagarde
Subject: MS Teams (not integrated) putting Genesys calls on hold

Well we do have the MS Teams integration. And we have the same issue.
Some employees have the "Teams calling enabled" Feature. (Being able to call phone numbers with MS Teams) and they get calls when on a Genesys Cloud ACD call and the other way around.
All the integration does is show the person in Genesys Cloud what status the user has in MS teams and it allows you to call back and forth. It does not prevent you from getting calls from both platforms.

The issue is just 2 applications hijacking the same headset. Have you tried screensharing and enabling the PC Audio in MS Teams?

I would solve this with Coaching in Genesys Cloud and/or Recordings + Screen recordings. Or you can use the Mic of the Laptop/PC for the teams meeting and only communicate in text and use the headset for Genesys Cloud.

But if you find out how to stop MS Teams from Hijacking the headset I would be curious to know.

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Andrew Lagarde
KPN B.V.
------------------------------

Hi, thought I'd share our recent find on this issue.

Calls being answered by agents would instantly go on hold in Microsoft Teams and agents would have to resume each and every call. We found this issue was indeed headset related, and the cause was from Plantronics Hub where both Teams and emberApp2 (Genesys) were registered as integrated softphones. The fix was to disable the Teams registration from Plantronics Hub.

This may not be your situation but I hope it helps the community.

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Carl Hansen
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Original Message:
Sent: 02-07-2023 21:10
From: Kate Drea
Subject: MS Teams (not integrated) putting Genesys calls on hold

Has anyone had any luck solving for this issue w Microsoft Teams and Genesys integration and audio going on hold?

------------------------------
Kate Drea
Deloitte Global Services Limited
------------------------------


Original Message:
Sent: 04-28-2022 01:47
From: Andrew Lagarde
Subject: MS Teams (not integrated) putting Genesys calls on hold

Well we do have the MS Teams integration. And we have the same issue.
Some employees have the "Teams calling enabled" Feature. (Being able to call phone numbers with MS Teams) and they get calls when on a Genesys Cloud ACD call and the other way around.
All the integration does is show the person in Genesys Cloud what status the user has in MS teams and it allows you to call back and forth. It does not prevent you from getting calls from both platforms.

The issue is just 2 applications hijacking the same headset. Have you tried screensharing and enabling the PC Audio in MS Teams?

I would solve this with Coaching in Genesys Cloud and/or Recordings + Screen recordings. Or you can use the Mic of the Laptop/PC for the teams meeting and only communicate in text and use the headset for Genesys Cloud.

But if you find out how to stop MS Teams from Hijacking the headset I would be curious to know.

------------------------------
Andrew Lagarde
KPN B.V.

Hello. Were you able to find a solution to this problem?

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suyog gupta
Principal Management Engineer
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