Skype for Business Support Q & A: Common Causes of Users Reporting “Call Dropped on Answer”

The Landis Technologies Attendant Pro support team supports thousands of very heavy enterprise voice users in over 40 countries. As a Skype for Business MVP it is very interesting to sit at this perspective and watch trends develop in relation to support incidences we handle related to Skype for Business Enterprise Voice. In this series we will go over some of our experiences.

The question we will look at today is: Why did Skype for Business drop my call when I answered?

The scenario is the Skype for Business user has a call ringing in to them and they click answer and the call seems to have been dropped because no one is there. Why did Skype for Business drop my call? Over the years we have repeatedly dug into this issue by investigating the client logs related to this scenario. We have noticed is (at least) 2 things that repeatedly are the culprit:

1. The remote user hung up just before, essentially at the same time or even slightly after the Skype for Business user answered
2. The local user not understanding the headset use or configuration and hanging up on the caller inadvertently.

In Attendant Pro we have very sophisticated logging to log every user interface action an Attendant Pro user takes so we can see if the user (or Attendant Pro) initiated an action which allows to know to the millisecond what is happening.

#1- It is quite hard for an end user to determine issue #1 without someone technical looking at the logs. If the remote user hangs up BEFORE the Skype for Business user answers, there will be a missed call in conversation history. But if the remote user hangs up just after the Skype4B user answer there will not be an easy way for the user to determine what happened. Take a look at the logs.

#2 Can be eliminated by trying a different (simpler) headset to see if the issue stops. We have multiple scenarios where the users tried a different headset and the problem stopped. We haven’t parsed out the exact setting the was the challenge (auto answer on putting the headset on? some other auto answer feature? ) but trying a different headset has repeatedly solved the problem.