As an experienced IT professional, I’ve encountered numerous cases of poor call quality in Microsoft Teams. Whether it’s audio breaking up, video freezing, or a general lack of clarity, these issues can significantly disrupt productivity and collaboration. Fortunately, there are several proven strategies and troubleshooting steps you can take to improve the call quality in your Microsoft Teams environment.
Analyze Call Analytics
One of the most valuable tools at your disposal is the Call Analytics feature in the Microsoft Teams admin center. This powerful tool provides detailed information about each user’s call and meeting quality, including data on devices, networks, connectivity, and various quality metrics.
To access Call Analytics, follow these steps:
- Sign in to the Microsoft Teams admin center with your Teams administrator, Teams communications support specialist, or Teams communications support engineer credentials.
- On the dashboard, locate the User Search section and start typing the name or SIP address of the user experiencing call quality issues.
- Select the user from the list, then click on the Meetings & Calls tab.
- Choose the specific call or meeting you want to troubleshoot, and then click on the Advanced tab.
Here, you’ll find valuable insights into the call quality, including any yellow or red indicators that point to potential problems. Yellow items suggest that something is outside the normal range and may be contributing to the issue, while red items indicate a significant problem that’s likely the primary cause of the poor call quality.
By analyzing these details, you can isolate problem areas and identify the root cause of the call quality issues, whether it’s related to the user’s device, network, or connectivity.
Optimize Network Settings
In many cases, poor call quality in Microsoft Teams can be attributed to network-related factors, such as bandwidth limitations, packet loss, or network congestion. To address these issues, consider implementing Quality of Service (QoS) on your internal network.
QoS allows you to prioritize delay-sensitive network traffic, such as voice and video streams, ensuring that they receive dedicated bandwidth and cut in line ahead of less time-sensitive traffic. This can help prevent issues like choppy audio or freezing video during Teams calls and meetings.
To set up QoS for Microsoft Teams, follow the guidance provided in the Implement Quality of Service (QoS) in Microsoft Teams article from the Microsoft documentation.
Additionally, you can leverage the Call Quality Dashboard (CQD) in the Teams admin center to gain a network-wide view of call quality across your organization. This can help you identify and address any underlying network-related problems that may be contributing to poor call quality.
Optimize User Devices and Configurations
While network issues can be a significant factor in call quality problems, user devices and configurations can also play a role. Here are some steps you can take to optimize user devices and settings:
- Ensure Optimal Device Settings: Verify that users have the appropriate audio and video devices selected in their Microsoft Teams settings. Encourage them to use high-quality headsets or webcams, and to keep their devices updated with the latest drivers and firmware.
- Disable Background Effects: Background blur, virtual backgrounds, and other visual effects can place additional strain on user devices, leading to poor call quality. Advise users to disable these features during important calls or meetings.
- Manage Application Usage: Encourage users to close any unnecessary applications or browser tabs running in the background during Teams calls, as they can consume system resources and impact call quality.
- Optimize Bandwidth Usage: Provide guidance to users on optimizing their bandwidth usage during Teams calls, such as disabling video or sharing screens only when necessary.
By addressing device-level factors, you can help ensure that users have the best possible call quality experience in Microsoft Teams.
Escalate to Tier 2 Support
If you’ve exhausted the troubleshooting steps and are still experiencing persistent call quality issues, it may be time to escalate the case to a Teams communications support engineer (Tier 2 support).
Tier 2 support has access to more detailed call logs and telemetry data that can provide additional insights into the root cause of the problem. They can also leverage their deeper technical expertise to investigate and resolve complex call quality issues.
To escalate a case, you’ll need to provide the Tier 2 support team with the relevant details, including:
- A summary of the issues experienced
- The specific user or users affected
- The steps you’ve already taken to troubleshoot the problem
- Any relevant Call Analytics data or other diagnostic information
By working closely with the Tier 2 support team, you can often find a resolution to even the most challenging call quality problems in Microsoft Teams.
Leverage the IT Fix Community
As an experienced IT professional, I understand the importance of staying up-to-date with the latest technology trends and troubleshooting techniques. That’s why I encourage you to visit the IT Fix blog to explore a wealth of practical tips, insights, and solutions for a wide range of IT challenges, including Microsoft Teams call quality issues.
By staying informed and connected with the IT Fix community, you’ll be better equipped to tackle complex technology problems and provide your users with the best possible experience in Microsoft Teams.
Remember, maintaining high-quality calls and meetings in Microsoft Teams is crucial for effective collaboration and productivity. By utilizing the tools and strategies outlined in this article, you can work towards resolving call quality issues and ensuring a seamless communication experience for your organization.
