Call quality in Microsoft Teams

Overview

Learn some quick troubleshooting tips for call quality problems in Microsoft Teams. In addition, learn about the Call Health panel in Teams, which shows real-time data about the audio, video, and network capabilities during meetings and calls — data that can help IT staff diagnose problems.

Troubleshooting poor call quality

Teams-related issues

There are a few things that you can try to improve call quality in the moment:

• If your computer is on a wireless connection, switch to a wired connection, if possible.
  • For more information, please consult the How To Diagnose Internet Connectivity Problems article.
• If you're on a mobile device, switch from a Wi-Fi connection to a cellular signal by shutting off your Wi-Fi settings.
  • Note: It will not make the switch automatically. If your call starts on Wi-Fi and you're going to leave that network, make the switch before you leave. Otherwise the call will drop.
• If that's not possible, try disabling and re-enabling your wireless connection. This can help your device optimize your Wi-Fi connection.
• If you're on a wireless connection on campus, move closer or into a building with a stronger network signal, then disable and re-enable your Wi-Fi settings to connect to the nearest access point. 
  • If you're at home, try disabling and re-enabling your modem and router.
• If you're using UO VPN, you can try to disconnect from it then rejoin the call. Teams does not require a VPN connection.
  • If you're using a VPN connection for other services that require it, you can try a split tunnel VPN connection. 
• You can limit your screen share to a designated window instead of the whole screen.
  • If you're trying to present a PowerPoint presentation file, please consult the Presenting PowerPoint files in Microsoft Teams article for more information.
• Make sure the Teams application is fully updated after your call is complete (if there is an update, the application will have to close to apply it).
  • If you have Microsoft Teams (work or school) downloaded on your Windows computer, it should automatically keep itself up to date. Restarting your app will make sure that all updates are applied. 
  • If you have a Mac, you should be able to go the Help menu at the top and select Check for Updates to manually confirm all updates have been applied. 
  • If you are on a mobile device, you should be able to check the app that you downloaded the Teams app through for updates (such as the App Store or Play Store). 

Hardware-related issues

Issues unrelated to Teams may be affecting your computer or mobile device:

• Faulty cables (for example, network cables or audio cables).
• Faulty network hardware (for example, a broken Wi-Fi router or access point, a broken network switch, or a bad or unplugged network dongle).
• Faulty hardware components (for example, faulty headset connections, broken video card, faulty monitor, or broken audio chip).
• Poor wireless network quality (for example, being outside too far away from buildings or on the edges of campus)

Your call quality can also be affected by the age and technical specifications of your device. Newer devices with the most recent operating systems are less likely to experience poor call quality.

Locating call health data in Teams

Select either the Teams classic or Microsoft Teams (work or school) tab depending on your Teams version.

Additional Resources

If your issue is due to a wired connection, please submit a request ticket to the Voice Services Support service page and provide as much information as you can, including location and call quality data, if possible.