Forum Discussion
Teams call controls on jabra headset not working
Hi,
I recently bought a new Jabra Evolve 75 headset to replace my old wired plantronics set. I purchased the Microsoft version of the headset, which is supposed to have better integration with Microsoft products such as Teams. It's a great product, but while i can change volume and mute calls using the headset controls, I can't accept or close a call, which is annoying. I've been in touch with Jabra support for last few days and reviewed all settings, but they have concluded it's nothing to do with the headset (as it works fine on my softphone client), and must be a Microsoft problem.
Do you have any suggestions to sort this problem or is it a case of waiting and hoping for a new software update that will resolve the issue at some point in the future?
Cheers
I found a solution for my Jabra Speak 510 where the controls and LEDs did not work for teams on USB - Bluetooth worked.
Change the Driver to "Jabra SPEAK 510 (Sound Research)" to "Jabra SPEAK 510 USB (Sound Research)" by selecting available drivers.
No everything is fine again. Seems to be that Windows selected the wrong driver after updating to 20H2...
117 Replies
Same issue here!
I have tested a bit in our environment. Have tested among several headset brands, Sennheiser, Jabra etc., We have several different builds of Windows 10, primarily 1809 and 1909.
My tests shows that the call control problem WASN'T solved in general in 1909!Another funny thing came out in my tests. Tested on a win10 1909 client with Jabra Engage 75 connected. On the same domain user I found that for Teams "user 1" that call control worked fine. Logged in Teams "user 2" and here call controls did not work !! ALL users run in Teams only mode. What on Teams user setting level can do the outcome?
Lars_Christensen1970 : Yes, you can have dofferent behaviors with the same environment ! This is crazy !
I have finally fixed my issue by enabling "Preliminary version for developpers" within TEAMS...
Hello,
We are also having issues with call controls we Jabra Evolve 75. Started a couple of days ago. Also noticed that our Teams client has reverted back to previous state even though on version 1.3.0021759. Lost the new abilities like the new call/meeting pop-out in window. The setting for it also removed from Settings > General. Running Windows 10 Ent 2004 (19041.450). We also use full Teams PSTN calling and tenant is set to Teams Only mode. Jabra Link 370 (1.82.0), Evolve 75 (2.32.0 VP2). I do notice now in the Jabra Direct software under the Device tab and Product Info says Certified for Microsoft Teams (Bluetooth), No.
Same isues here !
We have Jabra evolve2 65 MS and since a couple of weeks the Teams button doesn't work anymore (it does not bring TEAMS in foreground, and not open up meeting neither). The LED on the link 380 and the headset does not turn to purple as well.
Jabra support tells me it's a TEAMS update issue. What is really strange is that we have one user with exactly the same setup as us which is working properly.
- Jabra Evolve2 65 firmware : 2.3.13
- Jabra Link 380 firmware : 1.6.6
- abra Direct version : 4.0.8560 with Microsoft Teams ”Ready”
- Teams version : 1.3.00.21759 (64 bits) in "Teams Only" mode
I tried reinstalling Jabra Direct without any success...
I am really upset by this lack of support.
I am jst as displeased regarding support from both Jabra and Micrsoft.
I have 161 users on Teams, wit about 6 that have the call control issue.
All my headsets are manage via Jabara Express, so are all on the latest firmwares etc.
Hi all... looks like the latest Jabra update has resolved this issue! For the first time it's working as they sold it... Happy days!
Jabra support is saying that the call control buttons (answer, hangup, etc) will only work if you have teams enabled as a full PBX (to allow out bound calling to external numbers, etc) Is anyone running teams just for meetings and teams-teams calls and able to get the call control buttons to work? Would be nice to be able to hit the "hang up" button to be able to end meetings without having to go to the teams app on the pc.
That's a cop out.. they told me same thing. To the extent of call control, it doesn't matter for teams to answer an incoming call or hang up an active one. In one environment, it worked without PSTN.
However, one of my clients does have full PSTN service (phone system) and it's not working there either..
This is what Jabra support reported to me
"The omission of dialpad implies HID command string coding, which dictates remote call control; ringtone to headset with answer/end from headset equipment is not in part or fully accessible in the Teams client. What signal the Jabra is being presented that is causing it's awareness would require ID by MS. "
We're on teams 1.3.00.19173
Windows 10 1909 (18363.900)
Jabra Direct 4.0.8560
- Since a couple of days it working!
- Ok.. what version of teams, jabra direct, firmware & windows are you on? 🙂
Exactly same here we bought 500 new Jabra devices 3 months ago now all are bricked and we rely on the Call Pickup and Hangup ..
Its 150k worth of headsets thats just going down the drain! 😞
REALLY hope that there will be some kind of interest in fixing this ..
Similar problem here, also with Jabra headsets.
Some users work perfectly, some just refuse to work, and 2 are our most senior partners.
I really need a solution?
Hi All,
After moving from Teams mode: "Island mode" to "Teams Only" most of our office clients (including my own) are working.
So I can recommend moving to "Teams Only mode, which seems to be the general problem for things not working.
same here. My Jabra 75 has worked flawlessly for 6 months and latest Teams update seems to have broken the call pickup and hangup button. I have verified everyone on my team is having the same issue as well so it has to be a bigger problem
Same issue.. had a client with several Evolve 75's that all of a sudden the control buttons stopped working. Nothing changed, except presumably the rando teams client & windows updates that get shoved out. Did the usual, upgraded jabra xpress, upgraded FW in headset/USB dongle.. no change. Client is and has been in teams-only mode too, so that theory is out.
I opened ticket with MS... gave them background and all pertinent info. They immediately tried closing ticket saying they don't support hardware, can't buy it and it's not certified. I said, this is a certified device and sent him link to it on MS store under teams devices. He continued to deflect and say ok, it's certified, but not supported. What does that even mean? His next play was to close ticket out on the premise that I wasn't onsite to test (i had worked with client beforehand extensively to head off all of this, but i digress).. so I set him up with client today for them to test directly. He came back and said, client is using unsupported BT dock and they are closing ticket. I said, no, they are using the jabralink 370 usb adapter that came with the headset. No reply yet...
I also opened a ticket with jabra last week as well, and they seemed more willing to engage at first, but then they said "you have to uninstall SfB" to which I said "love to, but it's baked into o365 install, so I can't, but it's definitely shutdown and not running". Then they gave the "oh, you can't be in islands mode" and i said "yeah, not the case here either.. next?" and radio silence.
Jabra xpress does detect headset fine, and it shows teams as 'ready', so to that extent it's working fine. Audio is fine too. If i had to guess, MS changed API used for these apps to pass button controls to and didn't tell anyone in the fury of busted, untested updates they like to push for windows/teams these days. This is in addition to the (8!) PSTN service outages on teams voice in the past 2 weeks.
Client is getting irked and wants out, and I don't blame them at this point. It's embarrassing for me, and they are hugely dependent on reliable phones due to the nature of their business. I understand issues happen, but this deflective and dismissive attitude when issues arise is unacceptable.
libby2cm how and where do I submit a ticket? i have the Sennheiser/EPOS Adapt 360 headset with the certified MS Teams dongle. It has stopped working after about 1 month of flawless use. I have been in contact with EPOS but we have found nothing wrong with the headset hardware.
Also, do i need to contact my IT support re: "Island mode"?
thanks in advance.
Jabra Direct seems to be the culprit. My Jabra speaker worked fine with Teams for years until I installed Jabra Direct to get their updates and then it starting causing all kinds of problems with Teams like not being able to use the hang up button for meetings (I could on Teams calls, not meetings) and even undocking and redocking my Surface would cause it to not even recognize the Jabra speaker anymore unless I rebooted. I un-installed Jabra Direct and it works fine again.
- Thanks for the insight! Mine randomly started working this week, with no updates, so the mystery is still alive. I'm afraid to touch anything now, but if it stops working again, I'll try your method.
Same here with Jabra Evolve 80 Link.
Update:
I think I found out why this happened, and it is not good news. In fact it seems that the regression may have been intentional: https://techcommunity.microsoft.com/t5/microsoft-teams-blog/introducing-new-teams-certified-devices/bc-p/1415618#M5682
Ole_Martin That is concerning. If this is intentional to promote new line of Teams products, it is problematic in many ways and will most certainly hurt MS Teams in a long run.
- Hi,
I’ve been in contact with plantronic support. They say that Microsoft states that if Teams run in island mode that device controls are not supported or that issues with it are known.
I have tried to set my client to teams only mode and now I wait on changes to apply so I can test.MaWest What annoys me is that the likes of Jabra and Plantronics sell this functionality, but they don't seem to be pushing the issue with Microsoft on our behalf. Meanwhile, their customers have to spend wasted hours, fiddling with settings, deleting/reinstalling, calling customer support, turning machine off and on etc. with zero success! The last message I recieved from Jabra, was that it looks like a Microsoft issue, so to wait for an update to resolve it.
Just wanted to say, I am experiencing exactly the same issue with my Bluetooth Plantronics Voyager 5200 series headset. Cannot Answer call and cannot End call.
If I press answer button while having Teams window in background, Teams window is activated and put in focus.
We have this same problem with all clients at office with different types of headset.
