Forum Discussion

LordAries's avatar
LordAries
Copper Contributor
Aug 31, 2026

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.

microsoft teams
Settings
Sound

2 Replies

  • SynthiaHong's avatar
    SynthiaHong
    Copper Contributor
    Sep 02, 2026

    If you’re sharing a video or audio in Teams, make sure “Include sound” is enabled when you start sharing your screen. If it’s already on, stopping the share and starting it again can sometimes clear up the audio issue.

  • Jamony's avatar
    Jamony
    MCT
    Sep 02, 2026

    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.