Why is Teams not ringing with incoming calls whether or not we have a headset plugged in? We have checked all computer settings and Teams settings. Using Jabra headsets when using a headset.

Hi Dawn M. 0529,

Thanks for continuing to help us narrow down the root cause. I'm truly appreciate for it!

 Could you please try using Teams in your web browser instead of the desktop application? This will help us rule out whether the issue is account-specific if the web version functions normally. If calls ring consistently on the web, we can then focus our troubleshooting on the desktop application.

As you continue to log incoming calls, please let me know is the "no ring" rate higher for a specific call type? For example, are 90% of calls from an Auto Attendant/Call Queue (AA/CQ) not ringing, while only 10% of direct dial calls are affected?

This distinction is crucial because:

• Direct Dial Calls: These are straightforward one-to-one calls within Teams. If these calls aren't ringing, the problem typically lies with the user's direct settings on their computer or within the Teams desktop app itself.
• Auto Attendant (AA) or Call Queue (CQ) Calls: These calls go through a more complex routing configuration within the Teams Phone system. If these calls aren't ringing (or are ringing inconsistently), there could be more underlying causes related to system configuration.

Please also try clearing the Teams cache to see if there's any difference in behavior. You can do this by deleting the contents of the following folders:

1. Completely close the Microsoft Teams application (check your system tray and ensure it's fully exited).
2. Open the Run dialog by pressing Windows + R.
3. %LocalAppData%\Packages\MSTeams_8wekyb3d8bbwe
4. %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
5. %LocalAppData%\Microsoft\OneAuth
6. %LocalAppData%\Microsoft\TokenBroker
7. %LocalAppData%\Microsoft\IdentityCache

After clearing these folders, restart your computer and relaunch Teams.

I look forward to hearing back from you with the results of these tests so we can continue to work towards. Thank you for your patience!

Sincerely,  
Jeanie-H - MSFT | Microsoft Community Support Specialist.

Hi Jeanie,

All of the settings match what you have mentioned. My users are on the Teams desktop app. They are set to "available" status. One of the users is logging every call she receives to see which calls are ringing vs. not ringing. Is it the auto attendant or the direct dial calls that make a difference?

Thank you.

Hi Dawn M. 0529, 

Thank you for reaching out to us. I'm glad to help you! 

First, as I understand it, your issue is that Microsoft Teams isn't ringing for incoming calls, regardless of whether a headset is plugged in. This leads to missed calls. You mentioned some calls ring, but not all, and some users experience no ringing at all. 

To help me troubleshoot this effectively, could you please provide a bit more information? 

• Are you experiencing this issue with the Teams desktop app or Teams on the web (browser), or both?
• You mentioned you've "checked all computer settings and Teams settings." Could you please tell me which specific settings you've already checked?
• Regarding "some users have said that some calls do ring but not others": When a call doesn't produce sound, was the user's Teams status set to "Do not Disturb" or "Available" at that time? (Just so you know, "Do not Disturb" typically only shows a banner notification and doesn't ring).
• Could you confirm if you've already checked these specific settings?

For Teams on the web: Go to Settings > Notifications and activity > Sounds. Are the options listed there (like for incoming calls) ticked? 

For the Teams desktop app: Check Settings > Devices > Audio settings. Is the correct headset (or your computer's built-in speakers if no headset is plugged in) selected? You might also want to check if "Secondary ringer" is an option and try a "Make a test call." 

• For your computer's sound settings:

Go to Settings > System > Sound. Under "Output," is the correct output device (your speakers/headset) selected? Can you play music or other sounds normally from your computer? 

• Still in Settings > System > Sound > Volume mixer, please check if the volume for the Teams application is high enough and not muted.

Once I receive more information about your answer, I can provide the next steps to help you. Please understand that our initial response may not always resolve the issue right away. But with your help and a bit more detail, I'll try my best to help you.

Looking forward to your reply!

Sincerely,  
Jeanie-H - MSFT | Microsoft Community Support Specialist.