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.
  • 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 reenabling 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 reenable your Wi-Fi settings to connect to the nearest access point. 
    • If you're at home, try disabling and reenabling 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.
  • You can limit your screen share to a designated window instead of the whole screen.

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)

Locating call health data in Teams

Call quality is measurable and can be found within Teams.

  • When you're in a meeting or on a call in Teams, select the three-dot More menu and select Call Health.
    More options menu with the call health option highlighted
  • A panel will appear on the right-hand side of the meeting or call window with network, audio, video, and screen sharing statistics both at a glance and in more detail.

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.

Create a Ticket

Details

Article ID: 140470
Created
Wed 8/10/22 4:47 PM
Modified
Thu 9/15/22 12:04 PM

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