Sharing sound

Teams screen sharing does not show “Include sound” option for multiple users

I’m having an issue with Microsoft Teams screen sharing that I haven’t been able to resolve.

I work in a call center, and we use Teams for peer coaching and training. When an agent shares their screen, I need to be able to hear both the agent and the customer they are speaking with through our call-center application (Amazon Connect).

The problem is that most of our agents do not have the “Include sound” / “Include computer sound” option when they click Share in Teams. They can share their screen normally, and I can hear the agent speaking, but I cannot hear the audio from the call they are handling. 

What makes this especially strange is that the option does appear for me when I share my screen. Or if it doesn't show I can simply re-download the desktop version and it will fix itself.... but that doesn't work for anyone else.

We have already tried:

• Reinstalling Teams
• Using the Teams desktop application
• Using Teams in a web browser
• Trying different browsers
• Restarting the computers
• Having multiple affected agents repeat the same troubleshooting

Nothing has brought the audio-sharing option back for them

Any suggestions for what we should check would be greatly appreciated.