Troubleshooting for Connection Issues and Dropped Calls

Follow this if:

• calls drop
• audio is choppy, delayed, or echoing
• I cannot hear the caller; the caller cannot hear me
• The phone is off, does not ring, and/or no blinking red light

Checklist for Common Area Phones:

Common Area Phones (CAP) are general department phones with their own account. They can be standalone devices or be part of a department line, also known as a call queue.

1. Check that cables are securely connected.
2. Unplug the phone for 20 seconds, and plug the phone back in.
3. If experiencing audio issues and using a headset, Review compatible headsets.
4. Have someone make a test call to you after the above relevant steps.
5. If the Common Area Phone is part of a department line (aka Call Queue), have someone test call the call queue to determine if the phone rings and you can successfully answer the call.

If you haven't already done so, submit a ticket if issues persist after the above troubleshooting steps.

Checklist for Companion Physical Phones Assigned to an Employee

A "companion" phone is tied to a specific employee account for cases when the employee requires the use of a physical phone as opposed to the Teams desktop or web application for answering or making calls. 

1. Check for any Wi-Fi or internet connection issues.  Wired ethernet provides the most reliable service. Wi-Fi and cell phone signal (if using Teams on a mobile device) may be less reliable in some campus locations.  Microsoft Teams apps, including Teams Voice, depend on the Internet.  In the event of an Internet outage, Microsoft Teams devices connected to campus wired/wi-fi networks will be unavailable.  In this rare case, having the Teams app on a mobile device will ensure phone calls can be placed or received. This is optional, unless otherwise arranged with your department. More information on the mobile app.

2. Unplug the phone for 20 seconds, and plug the phone back in.

3. Try using the Teams web version via your SSO/MyApps.  If phone calling seems to work normally while testing using the web version, this can be a sign that your desktop computer's Teams application may be at fault.  If so, proceed with the additional steps below.  NOTE: when using the Teams web version, please be sure to enter your work location for emergency 911 location purposes.

4. Review compatible headsets

5. For Audio issues, check Windows Sound Settings. 

   • Right-click the speaker icon in the taskbar and select Open sound settings. 

   • Under Output, ensure your headphones are selected as the default speaker. 

   • Under Input, ensure your headphones are selected as the default microphone. 

   • Make a test call.

6. For audio issues, check Teams Audio Settings. 

   • Open Teams and go the three dots next to your profile picture, then click Settings. 

   • Select the Devices tab. 

   • Under Audio devices, verify that your headphones are selected as both the Speaker and Microphone. If your headphones are not listed, it could indicate a problem with the Bluetooth connection or driver. Bluetooth Troubleshooting:

     • Restart your headphones: Turn them off and on again. 

     • Re-pair the headphones: Remove the headphones from your device's Bluetooth list and then re-pair them.

     • Check for Bluetooth driver updates: Go to Device Manager, expand Bluetooth, right-click your headset, and select "Update driver". 

     • Run the Bluetooth troubleshooter: Search for "Bluetooth" in Windows settings and run the troubleshooter. Under Input, ensure your headphones are selected as the default microphone. 

     • Make a test call

FAQ

How can I have calls ring on both my headphones and computer speakers simultaneously?

• Open Microsoft Teams.
• Click on your profile picture at the top of Teams.
• Select Settings.
• Navigate to Devices.
• Look for the option labeled Secondary Ringer.
• Set the Secondary Ringer to include both your speakers and your headset.
• Ensure that the speaker option at the top remains set to your headset.

How do I keep phone rings on the computer desktop app but turn them off on my cell phone's mobile app?

• Open the Microsoft Teams app on your mobile device.
• Go to Settings (usually found by tapping your profile picture or the three horizontal lines in the top left corner).
• Select Notifications.
• Look for the option "When active on other devices" and enable it. This setting ensures that calls will only ring on your desktop when you are active there.

More support needed after your initial troubleshooting:

The common area phone does not ring when the Call Queue is called.

• Open a service request here

Update or reinstall Teams software

• Contact your technical coordinator

Update or reinstall audio drivers for audio issues

• Contact your technical coordinator

More Resources

Call Queue – Agents, Members, Authorized Users, Voicemail

Voicemail