MS Teams Notifications on mobile phones - banner OK but no sound

[joy_rph]

HI!

We recently rolled-out the use of MS Teams in our organization and one of the primary reason for having the staff install the app in their mobile phones is to ensure they are informed for any urgent company broadcast that will be done thru Teams. 

However, when we tested it out, the staffs has reported that they are not hearing any sound notification from the mobile phones (iOS and Android), they can only see the banner. All notification settings on the phones are turned ON, but still no sound. Are we missing any setup here?

Thanks in advance for your responses!

[#2]

There are many factors at play here.

1. Is the phone on vibrate
2. Is phone volume for sound “not ringer” up.
3. Make sure quote hours mode isn’t on in Teams.
4. Do not disturb isn’t on in iOS
5. There is a separate notification sound setting in Teams app. Check notifications screen near the bottom. Make sure a sound is on.
6. Are they in the app when using it? Maybe they are seeing the banner because of that and it’s not hitting the IOS notification system. You can enforce this by making sure the alert always is on in the notification settings otherwise the phones won’t get the notifications unless there is no activity on other devices for five minutes.


Anyway. That’s the checklist I would go over to troubleshoot.

[#3]

Thanks for the reply @Chris Webb 

I have run through all of those things you listed and tested with about 4 phones, and the sound really doesnt come out from the mobile (only) and for Teams app only. Other apps got no issue, we initially suspected that it may be due to the phone settings. And have noticed the same issue as in Outlook app, thats why we are thinking that this is Microsoft-related somehow.