Teams – Calling Known Issues

Last reviewed: Jul 15, 2026

Current Issues at a Glance

Silent calls disconnect after 20–30 seconds

Status: FIX DEPLOYED – MONITORING

What was happening

If a call went completely silent — for example, both people mute their microphones, or one caller sets their phone down and there is no background sound — the call could disconnect on its own after roughly 20 to 30 seconds. As long as someone was talking (or there was any audible background noise), the call stayed connected normally.

Why it happened

Our phone carrier automatically disconnects calls when it stops receiving audio, as a protection against dead or stuck lines. A completely silent call could look like a dead line to the carrier, so it hung up. IT identified the exact cause and worked with our carrier and telephony vendor on a fix.

Current status

A fix has been deployed, and as of July 14, 2026 we believe this issue is resolved — silent calls should now stay connected normally.

Still seeing this?

If you experience a call disconnecting unexpectedly during a silent stretch, please let us know so we can confirm the fix is holding. Send a ticket to the Help Desk at helpdesk@floridapoly.edu with the approximate time of the call, the number you were on, and what happened. Feel free to CC Cameron Ugi on the ticket or reach out to him directly on Teams.

No Caller ID Names displayed (Cisco or Teams)

Status: WORK IN PROGRESS

What's happening

Caller ID Name — the caller's name, as opposed to just their number — is not currently displaying on incoming calls, on either the Cisco phone system or Teams Calling.

Why it's happening

This is a side effect of moving to our new telephony provider as part of the Teams Calling migration. Caller ID Name lookup works differently with the new provider, and it affects both systems since Cisco and Teams calls now run over the same provider trunks.

What IT is doing

We're aware of this and are actively working with our provider to get Caller ID Name service restored.

What you can do in the meantime

• Caller ID Number still displays normally — use the number to help identify who's calling.

• For internal calls, checking the number against the directory can help identify the caller.

Forward all calls from a Cisco line to a Teams or outside number fails

Status: RESOLVES WITH MIGRATION

What's happening

On phone lines still on the Cisco system, the Forward all calls feature does not work when the forwarding destination is a Teams Calling number or an outside (non-university) number — forwarded calls will not go through. Forwarding a Cisco line to another Cisco line still works normally. Lines already migrated to Teams Calling are not affected.

What IT is doing

Because the impact is limited and fixing this in the legacy Cisco system would take significant time, we are not planning to repair it in place. The permanent fix is moving the affected user or line to Teams Calling, where forwarding works to any destination. If call forwarding is important for your line and you have not yet been migrated, contact the Help Desk at helpdesk@floridapoly.edu and we will work with you on moving your line to Teams.

What you can do in the meantime

• Forwarding from one Cisco line to another Cisco line works fine — only forwarding to Teams or outside numbers is affected.

• If you need your calls to reach a Teams number or an outside number, reach out to the Help Desk to have your line moved to Teams Calling.

Forwarded Cisco calls show the forwarding number instead of the original caller

Status: NOT PLANNED – CISCO CONFIG

What's happening

When a call is forwarded from a line still on the Cisco system, the caller ID shown to the person who receives the forwarded call displays the forwarding (Cisco) number rather than the original caller's number.

Why it happens

This is a result of how call forwarding is configured in Cisco Unified Communications Manager (UCM). It is a limitation of the Cisco UCM configuration — it is not a Teams Calling issue and does not affect calls that originate on or are forwarded from Teams.

What IT is doing

We do not plan to fix this. It is a long-standing behavior of the Cisco UCM forwarding setup, not something introduced by the Teams Calling migration, and it will not be addressed on the legacy system.

What you can do

• If knowing the original caller matters, ask the caller to identify themselves when you answer, since the displayed number will belong to the forwarding line rather than the original caller.

• This resolves once the forwarding line itself moves to Teams Calling.

Transfers from a Cisco shared line to a Teams number drop

Status: RESOLVES WITH MIGRATION

What's happening

When answering a call on a shared line that is still on the Cisco system and transferring it to a number that has moved to Teams Calling, the transfer fails — the consult step (talking to the person before completing the transfer) may work, but when the transfer is completed, the caller is dropped. Transfers between Cisco lines, and transfers made from Teams, work normally.

What IT is doing

As with call forwarding, this cannot be fixed in the legacy Cisco system in a timely manner. The permanent fix is moving the affected shared line to Teams Calling. If your department's shared line regularly transfers callers to people who are already on Teams, please let us know via the Help Desk at helpdesk@floridapoly.edu and we will work on moving your line to Teams.

What you can do in the meantime

• Instead of transferring, give the caller the direct number of the person they need, or take a message and have the Teams user call them back.

• If your shared line hits this often, contact the Help Desk so we can prioritize migrating your line.

Parked calls from internal Cisco phones can't be retrieved

Status: RESOLVES WITH MIGRATION

What's happening

This only affects users and lines already on Teams Calling. If the person calling you is on an internal number that is still on a Cisco device, do not park the call — the parked call cannot be retrieved, and the caller will be lost. Parking works normally for calls from outside numbers and from other Teams Calling users.

What IT is doing

There is no fix for this — it is a side effect of running two phone systems during the migration, and it will go away on its own once everyone is on Teams Calling.

What you can do in the meantime

• If the caller is on an internal Cisco phone, use Transfer or Consult then transfer to send the call directly to the person who needs it instead of parking it.

• Not sure whether the caller is on Cisco or Teams? Play it safe and transfer instead of parking.

Resolved Issues

Nothing here yet. As issues above are fixed, they will move to this section with the resolution date.