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ReportDescription of the Issue:
We are experiencing an intermittent issue with the integrated Microsoft Teams Calling within Dynamics 365 Customer Service. When an agent transfers a call, the expected on-hold music does not play. Instead, the caller on the other end hears complete silence and often hangs up, assuming the call has disconnected.
Technical Details:
Environment
Dynamics 365 Customer Service Workspace
Microsoft Teams (embedded calling experience)
Browser: Microsoft Edge (latest version)
Users: Customer Service agents using D365 + embedded Teams calling
Symptoms
During call transfer, on-hold music disappears.
Caller hears silence instead of hold music.
Issue occurs randomly and is difficult to reproduce.
Clearing Edge browser cache and refreshing the page temporarily resolves the issue.
Preliminary Analysis
We believe this is a client-side issue, likely related to:
Browser caching of the on-hold audio media file
Media file failing to reload during transfer
Possible regression in the D365 Voice/Teams embedded calling controls
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