question

Dan Gruza avatar image
Dan Gruza asked Dan Gruza commented

Microsoft Teams meeting dropping when a RingCentral call comes in

Company wide our users are starting to experience Microsoft Teams meetings closing immediately a RingCentral desktop call comes in.

I saw a thread somewhere to turn off Headset controls in RingCentral. That seems to have worked for us for now. Does anyone know why that setting is causing this to happen?

ringcentral app
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Hello!

I have the same issue with our organization. And yes, the only option to fix it is what you posted with the headset control. I hope support can chime in on a better fix?

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jessica-community-moderator avatar image
jessica-community-moderator answered Dan Gruza commented

Hello,

After investigation, the Engineering team has determined that this is working as expected. All headsets connected to the RingCentral App via HID support have a known limitation when multiple applications try to use the headset simultaneously, one of the calls may be disconnected. This is not an error with the RingCentral App.


Workaround:

For Jabra and Polycom headsets, disable Headset controls in the RingCentral App settings and use the native apps to manage the headsets. This should resolve the problem of getting disconnected from MS Teams meetings when a call comes into the RingCentral App.

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Thank you Jessica. The workaround is fine for us. Just weird we never had this issue for 2 years and just recently it started happening.

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