Sharing sound

Screen sharing and computer-audio sharing are separate Teams capabilities, so hearing only the agent’s microphone means the Amazon Connect playback stream is not captured. On Windows, make Amazon Connect, the Windows default output, and the Teams speaker use the same device. Start a meeting, play local audio, select Share, enable Include sound, and verify that participants hear it before testing a call. In Teams for the web, share the Amazon Connect tab and enable the browser’s tab-audio option; sharing a window can omit tab audio. Update Teams and browser, then compare the operating system, Teams version, audio device, and VDI status between a working and failing agent. If Include sound is missing in the desktop client, have the Teams administrator reproduce it with that account. If normal audio shares but Connect audio does not, the limitation is in the contact-center or virtual-audio configuration and should be escalated to its administrator.