How to fix crossed ring tone on Teams and other call centre's call console?

Question

Hi,

I have been having issue with Teams ring tone in the background of an incoming call from call centre console.

I have updated to the latest Teams build.

Is there any solution for this?

Cheers,
Moderator note: personal info removed

Answer 1

Dear @Johan Sianto,

Thank you for contacting the Microsoft 365 Q&A Forum Community Support team. This is a known synchronization issue often referred to as "dual-ringing" or "crossed signaling," which typically occurs when Microsoft Teams and a third-party call center console are both trying to manage the same audio device or call state. 

Here are the most effective steps to resolve this conflict: 

Step 1: Disable "Register Teams as the chat App for Office" 

In many cases, the call center console and Teams fight for control over the "Presence" and "Calling" hooks in Windows. 

• Open Teams. 
• Click the three dots next to your profile picture and select Settings. 
• In the General tab, uncheck "Register Teams as the chat app for Office (requires restarting Office applications)." 
• Restart both Teams and your call center console. 

Step 2: Configure "Secondary ringer" settings 

If you hear the ringtone through your speakers while on a call in your headset, Teams might have a secondary ringer active. 

• Go to Settings > Devices. 
• Ensure Secondary ringer is set to None. 

Step 3: Adjust presence-based routing 

Ensure Teams is aware you are in a "Busy" state when on a call in the other console. 

• Check if your call center console has a "Sync status to Teams" plugin. 
• If not, you can manually set your Teams status to "Busy" or "Do Not Disturb" to see if the background ringing persists. If it stops, the issue is a "collision" of the two apps trying to alert you simultaneously. 

For more details, refer to: Change your status in Microsoft Teams - Microsoft Support and Issues that affect call transfers

Per Microsoft's technical documentation on Understand Microsoft Teams and Skype for Business coexistence and interoperability when using third-party contact centers, it is recommended to ensure that the Teams Upgrade Policy is set to "Islands" mode or "Teams Only" depending on your specific routing, as mismatched policies can cause signaling errors between the client and the PSTN gateway. 

Please let me know if you have any further questions or if the problem persists after trying these solutions. Thank you for your patience and cooperation.  

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Answer 2

To address the issue of crossed ring tones in Microsoft Teams when receiving calls from a call center console, you may want to consider the following steps:

1. Check Audio Settings: Ensure that your audio settings in Teams are configured correctly. Go to Settings > Devices and verify that the correct audio devices are selected for both speaker and microphone.
2. Update Session Border Controller (SBC) Configuration: If the issue is related to how the calls are being routed through the SBC, ensure that the SBC is properly configured to handle SIP messages. This includes making sure that it supports SIP Refer methods and that it generates ringing sounds appropriately.
3. Exit Third-Party Applications: If you are running other applications alongside Teams, they may interfere with the audio. Try exiting all third-party applications before joining a Teams call to see if this resolves the issue.
4. Restart Teams: Sometimes, simply restarting the Teams application can help restore proper audio functionality, especially if the application has been running for an extended period.
5. Check for Known Issues: Review any known issues related to Teams and audio devices, especially if you are using Bluetooth devices or peripherals. Sometimes, specific configurations can lead to audio conflicts.

If these steps do not resolve the issue, you may want to consult Microsoft support or community forums for further assistance.

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References:

• Known issues when you use Teams certified peripherals
• Issues that affect call transfers