8x8 dial into a teams meeting produces an echo

Question

Hi! I help administer a windows environment where we use teams for meetings, but have users dial into meetings with a voip solution 8x8 for compliance purposes. We are using polycom blackwire 3300 series headsets which have teams functionality built into them (I believe this becomes relevant later in this issue). Basically when a user calls in and they are on the NEW teams, by default the new teams joins them into the meeting muted, and this activates the physical mute button on the headset. At that point they call in with our voip system 8x8. 8x8 is not muted when they call in, but because teams activated the hardware mute button on the headset, no audio is transmitted. When the hardware mute button is pressed on the headset, it will unmute teams but mute 8x8 (which is what we need unmuted for compliance purposes). When both are unmuted, it produces an echo for both parties. What used to resolve this on the old teams was to turn off "Sync device buttons" in the devices tab of the settings of teams. Now that setting toggle does nothing. Is there a way to prevent teams from managing audio devices by default? When people choose phone audio or no audio when joining a meeting, teams still mutes their default output device. If they are using phone audio, why does teams have to mute anything? Looking for a workaround, I believe the Sync device buttons toggle is broken in the new teams as turning that off does not do what it normally did in the old teams which is to allow the mute button to be used from our microphones without toggling the "mute" setting in the actual teams meeting audio.

Answer 1

Hi @Richard Pagan

When people choose phone audio or no audio when joining a meeting, teams still mutes their default output device.

According to our research, this behavior is by design, to get this feature more quickly, we recommend you give the feedback in Teams UserVoice. Many features of our current products are designed and upgraded based on customers’ feedback. With requirements like this increase, the problem may well be released in the future. Thanks for your understanding and support.

What used to resolve this on the old teams was to turn off "Sync device buttons" in the devices tab of the settings of teams. Now that setting toggle does nothing.

There are a few possible solutions that you can try:

• Uninstall Teams from your device, then reinstall it.
• Check and update if the Microsoft Teams is the latest version.
• Clear the Teams cache from your device.
• If you’re using the Teams desktop or mobile app, try using the web version https://teams.microsoft.com/ to check if the issue still exists.

Otherwise, New Teams doesn't have all the features yet and there are some issues to be fixed. As an alternative, it is recommended that you switch to the old Teams when needed. Hope the above information is helpful for you!

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