Teams Auto Answer

Question

Hello,

I work in the IT dept at my job and I have one user who has an issue. She'll be on a call, and if another call comes in, Teams will put her call on hold AND answer the incoming call automatically. I've checked every setting I could check. Uninstalled and reinstalled. Updated. Made sure her headset didn't have an auto answer feature and it doesn't, and I'm not sure what else to do. And it's only happening to her. No one else in the company has this this issue.

Answer 1

Dear Mike,

Good day, and thank you for reaching out to the Q&A Forum. From my research, this is definitely not normal Teams behaviour. When a second call arrives, Teams should present call-waiting options (hold current call, decline, answer and hold, and so on) but should never auto-answer without user action. Since you've already ruled out the headset and reinstalled Teams, here are the next areas I'd recommend checking:

1.Test without the headset

Even if the documentation says the headset doesn't support auto-answer, run a direct test:

1. Disconnect the headset completely.
2. Use the laptop speakers and microphone.
3. Place a test call then have another user call in.

If the issue disappears, there may be an interaction between Teams and the headset firmware.

2.Check HID device controls

Some USB headsets use Human Interface Device (HID) controls that can trigger answer/hook events automatically.

• In Teams > Settings > Devices, note the audio device in use.
• In Windows, open Device Manager > Human Interface Devices and look for headset-related entries.
• Ensure the headset firmware is up to date.

3.Test on another computer

This is one of the fastest ways to isolate the cause. Have her sign into Teams on a different PC with the same account and replicate the scenario:

• If the problem follows the account, it points to her Teams profile, calling settings, or policy.
• If the problem stays on the original PC, it points to the device, drivers, Teams installation, or headset.

4.Clear the Teams cache

Sometimes a corrupted Teams profile can cause odd call-control behavior.

• Type settings in the search box, and then select the Settings app from the results.
• Select Apps > Installed apps, and then type Microsoft Teams in the search box.
• Locate the New Microsoft Teams app from the results, select the More options button (...) on the right, and then select Advanced options.
• In the Reset section, select Reset.
• Restart Teams.

For reference: Clear the Teams client cache - Microsoft Teams | Microsoft Learn

I hope this information is helpful. Please give these a try and let me know how it goes. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you. Thank you for your patience and understanding. I'm looking forward to your reply. 

---

If the answer is helpful, please click "Yes" and kindly upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.