Teams Voice FAQ

Below is a list of frequently asked questions regarding Microsoft Teams Voice.

How To 

? - How do I answer a second incoming call? 

A - Click accept and the call you were on will automatically be placed on Hold.

*You will see it on the left side of the Teams window so you can go back or end as needed.

? - Can you conference call with a UTD phone number and multiple Teams users?

A - Yes. To add additional people to the conference call, the Teams user can add them from the active call window.


Behavior / Functionality

? – Where do my incoming calls ring?

A – Incoming calls to your direct extension as well as calls from queues you are a member of will ring wherever you are logged into Teams. If you are logged in multiple places / on multiple devices it will ring all of them.

  • Teams will ring the primary audio device that is set, likely your headset. To ensure that you do not miss calls, you can set a secondary ringer, such as your computer speakers, in the Devices area of your Teams settings.

  • Delegates can be added and controlled through your settings in Teams.

  • If your Teams status is set to Do Not Disturb, Teams will not show you incoming calls. Instead, these calls will show up in your history as a missed call.

  • If your Teams status is set to Presenting, Teams will display a pop up, but there will be no audio notification.

? - Why don't I see anything if a call is coming in and my computer is locked?

A - If you receive a call while your computer is locked, there is no visual indicator or pop-up to notify you. (Mac & PC)

* In Teams, go to Settings > Devices and you can set a secondary ringer such as your computer speakers.

? - Why doesn't my streaming media pause when I get a call? 

A - When streaming media in a browser and a call is made or received, it will NOT automatically pause it. The pause functionality only applies to media playing in a local application (not including browsers).

? - Is there a way to pop out the Voice Calls like you can the chat windows?

A - Go to Settings, click on General, Under Application check the box next to Turn on new meeting experience (New meetings and calls will open in separate windows. Require restarting Teams.)

? - If I'm not at my computer when a call comes in and I don’t have my headphones on, how will I know? 

A - You can set a secondary ringer in the Teams application.

* In Teams, go to Settings > Devices and you can set a secondary ringer such as your computer speakers.

*Additionally, if you have the Team app on your smartphone, an incoming call will ring anywhere you are logged into Teams.

? - What is Teams Echo?

A - Teams Echo is a bot built into teams, it will show up in your call history if you use the Make test call function in the Settings.


Problems / Performance

? - Why am I experiencing audio cutting out with my Bluetooth headset?

A- This could be from a variety of causes.

* Make sure your headset and dongle are both updated with the latest firmware through the Poly Lens App. Make sure Teams is set to use the dongle (BT600 or BT700) as the Audio Device.

- If the audio issue affects media outside teams, try plugging in the Bluetooth adapter (BT600 or BT700) to a different port or directly into your machine if it’s in a dock or hub.

- If call audio issues to persist, submit an Atlas Ticket for getting Help with Microsoft Teams Voice, including the date and time of the call you experienced the audio issue with. This will help us determine the source of the call quality issue.

? - When I get a call on Teams, why does only my desktop show the call even though I'm logged into Teams on my smartphone?

A - It may be a cache issue. Log out of the Teams app on your smartphone, remove the app and reinstall the Teams app, then log back in. (There can also be a slight delay depending on the connectivity of your smart phone (ie cellular service vs wifi.)

? - My call history isn't displaying correctly.

A - Log into Teams in a browser, if your call history is correct there, log out of the Teams application on your computer and log back in. This will force a sync and call history will be fully populated.

* If your call history is not correct in the browser, please submit a ticket in Atlas for getting Help with Microsoft Teams Voice, including the last call visible to you and the date and time of a call you made or received after that.

? - My headset is beeping even though I'm not on a call.

A - Teams thinks you are still in a call.

*Make another call, once completed, this will reset the status.


Note: If you have any suggestions or recommendations of questions that could be added to this list please contact the OIT Help Desk.



Article ID: 232
Mon 11/22/21 12:45 PM
Fri 2/16/24 12:28 PM

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