1:1 calls, user is muted as soon as PSTN ringing starts

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Frequent Contributor

This only occurs on certain headsets, and started for our users after yesterday's Windows patch went out (10/19/2021). We're on Windows 10. User has Bose headphones; haven't confirmed if they are certified device but they've been working great until yesterday. 

Now when the user makes a call in Teams via PSTN (we have direct routing), as soon as the call is initiated the user is put on mute. This is a 1:1 phonecall initiated by the user, not joining a meeting where the client mutes you (and notifies you). 

 

When the user joins another meeting or makes a 1:1 call to another Teams user, it works fine. It only does this when it interprets that it's a phonecall, and the bluetooth headphones put it in mute.

 

Has anyone else seen this, or know of any controls in the Teams app that can control this?  There is no error, it's just a default behavior that I think should be changed, or there's a bug somewhere. The user can only tell because they can see their microphone icon showing it's muted, as soon as the call starts. They have to manually unmute their phone call (that they just initiated) every time they call out to PSTN or anything across Direct Routing link. 

4 Replies

@Chris Smith which Bose Headset? Only the 700 UC is Teams certified when using it's dongle, your description sounds like the sort of thing that certification ensures works properly.

@Chris Smith 

Same here with my Sony WH-1000XM2 BT headset.

@Chris Smith

I'm running win 11 and I have the same problem with VOYAGER LEGEND Bluetooth headset....however I connected my headset to my collogues win10 machine and it works fine.

I also tested my collogues headset ( Voyager 5200 )on my win11 machine and same issue occurs.

@Chris Smith I can confirm I'm seeing this with my Bose QC35II's. While they aren't certified, they have been working consistently up until recently.... I don't make a great deal of PSTN calls so can't pinpoint exactly when the behavior changed. A client I was calling picked it up a couple of weeks ago, which would be in line with your patch timeframe.

 

Controlled changes on my end are pretty much limited to a Windows 11 upgrade and standard patching, though it would appear that it's not a Win10/Win11 issue by the comments here. Also seems to be multi headphone vendor by the comments too. 

 

As for certification.... well, they're Bluetooth headphones.. and if our users who persist with standard Apple iPhone headphones without certification can work , these should too (as they did before).