Troubleshoot Teams Calling Audio and Call Quality Issues

Issues

• There is no audio on my Teams call — I can't hear anything.
• The other person on a Teams call can't hear me.
• There is echo or feedback during my Teams calls.
• The audio on my Teams call is choppy, robotic, or distorted.
• My Teams calls keep dropping.
• There is too much background noise on my calls.
• My microphone isn't working in Microsoft Teams.
• Teams is using the wrong speaker or microphone on my computer.
• The audio quality on my Teams desk phone is poor.
• My Teams call sounds fine on my end but the other person says they can't hear me well.

Environment

This article covers audio and call quality troubleshooting for Microsoft Teams Calling at Bowdoin. Most issues can be resolved by checking device settings, microphone permissions, or your network connection.

• Desktop app: macOS (Sequoia 15.x, Tahoe 26.x and newer) and Windows 11
• Mobile app: iOS and Android
• Desk phone: Teams-compatible Poly phone
• Not covered here: Teams Calling sign-in issues, missing dial pad, or calls not ringing — see Troubleshoot Teams Calling sign-in and connection issues in the Related Articles section.

Resolution

Start here — verify your audio device in Teams

Most audio issues on the desktop app are caused by Teams using the wrong microphone or speaker. Check this first before trying anything else.

1. Click the ellipsis (…) next to your profile picture in Teams and select Settings.
2. Click Devices in the left menu.
3. Under Audio devices, confirm that the correct Speaker and Microphone are selected. If you use a headset, both should point to that headset — not your laptop's built-in speakers or microphone.
4. Use the Make a test call button on the same page to record a short message and play it back, confirming both input and output are working.

You can't hear anything (no incoming audio)

Desktop app:

• Check that your speaker or headset is selected in Settings > Devices (see above).
• Check your computer's system volume — Teams inherits it. On Mac: use the volume keys or menu bar. On Windows: click the speaker icon in the taskbar.
• Check that the call is not on hold and that you have not accidentally muted the audio on a Bluetooth headset using its hardware controls.

Desk phone:

• Check that the phone volume is not at zero — use the volume buttons on the side of the handset or the phone screen controls.
• If using the handset, confirm it is fully seated in the cradle when using speakerphone. Try switching between handset, speakerphone, and headset modes to isolate the issue.

The other person can't hear you (microphone not working)

Check that you are not muted: Look for the microphone icon in the call controls bar. A red or crossed-out microphone means you are muted. Click or tap it to unmute.

Desktop app — check microphone permission on macOS:

1. Click the Apple menu > System Settings > Privacy & Security > Microphone.
2. Make sure the toggle next to Microsoft Teams is turned on.
3. Quit and reopen Teams to apply the change.

Desktop app — check microphone permission on Windows 11:

1. Open Settings > Privacy & Security > Microphone.
2. Make sure Microphone access is turned on, and that Microsoft Teams is allowed in the app list.

Desktop app — verify the correct microphone is selected in Teams:

• In Settings > Devices, confirm the Microphone dropdown shows your headset or the device you are speaking into — not a camera microphone or a display's built-in mic.

Mobile app:

• On iOS: go to Settings > Privacy & Security > Microphone and confirm Teams is allowed.
• On Android: go to Settings > Apps > Teams > Permissions > Microphone and confirm it is allowed.

Echo or feedback during calls

Echo is almost always caused by audio looping between a speaker and a microphone on the same device.

• Switch to a headset or earbuds. This is the most reliable fix — a headset isolates your microphone from your speaker output. If you do not have a headset, see Choose and Set Up a Headset for Teams Calling in the Related Articles section.
• Lower your speaker volume. If you must use speakers, reducing the volume reduces how much sound the microphone picks up.
• Only one person uses speakers. If two people in the same room are on the same Teams call on separate devices, one person should mute. Consider sharing a single device instead.
• Desk phone: Echo on a Poly phone is usually caused by the speakerphone volume being too high. Reduce the volume or switch to the handset.

Poor call quality — choppy, robotic, or distorted audio

This is almost always a network issue. Work through these steps in order:

1. Switch from Wi-Fi to a wired Ethernet connection if possible. Wired connections are dramatically more stable for real-time audio.
2. Disconnect from VPN if you are connected. VPN tunnels add latency and reduce bandwidth available for media. Teams Calling does not require VPN for on-campus or off-campus use.
3. Move closer to the wireless access point if switching to wired is not possible.
4. Close bandwidth-heavy applications running at the same time — large file transfers, streaming video, or software updates.
5. Restart your router or network connection if the issue is persistent across multiple calls.

Mobile app: If on cellular data, poor quality may be due to a weak signal. Move to a location with better coverage or connect to Wi-Fi.

Desk phone: Poor quality on a Poly phone almost always points to the Ethernet connection. Check that the cable is fully seated at both ends. Try a different Ethernet cable or a different wall port if available.

Calls dropping unexpectedly

• Desktop app: Usually a network stability issue. See the network troubleshooting steps in the choppy audio section above. If drops are frequent and consistently at the same time interval, try disabling any power-saving settings that may be suspending the network adapter.
• Mobile app: Drops usually happen when moving between Wi-Fi and cellular coverage. Keep Wi-Fi enabled on your phone when you are in a building — Teams will prefer Wi-Fi for call stability.
• Desk phone: Check the Ethernet cable connection. A partially seated cable can cause intermittent drops. Try reseating or replacing the cable.

Excessive background noise on your calls

Teams includes built-in noise suppression that reduces keyboard sounds, air conditioning, ambient voices, and other background noise.

1. Click the ellipsis (…) next to your profile picture and select Settings.
2. Click Devices.
3. Under Noise suppression, select a higher level:
   • Auto — Teams decides based on detected noise level (default)
   • High — aggressively filters all non-voice sounds; recommended for noisy environments
   • Low — minimal filtering; best for music or instruments
   • Off — no filtering

If none of these steps resolve the issue

If audio problems persist after working through the steps above, the Service Desk can run a diagnostic review of your Teams call history to identify patterns. When you contact the Service Desk, it helps to have the following ready:

• The approximate date and time of a recent affected call
• The phone number or name of the person you were calling
• Which device you were using (computer, mobile, desk phone)
• Whether you were on Wi-Fi, wired, or cellular

Additional Help

If you need further assistance, you have several options:

• Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
• Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
• In person: Visit the Tech Hub in Smith Union during business hours.
• Submit a ticket: Request assistance through the Service Catalog.

Additional Resources

• Microsoft: Troubleshoot Teams calls and meetings