MS Teams/ Incoming Calls

Question

MS Teams/ Incoming Calls

Heather Wyatt-Nichol (Ubalt) 0

MS Teams calls at my work-- When people call in and I hit the button to answer, it hangs up on them instead. Why is this the case and what can be done to address this problem? I've previously altered our OTS folks to no avail.

Chris-D 1,180 Reputation points Independent Advisor

2026-09-01T22:55:27.2533333+00:00

Hi Heather,

I’m reaching out to follow up on this issue. Have you had an opportunity to review the solution I provided earlier? Any update from your side would be greatly appreciated.

If you have already tried the suggested options and the issue still persists, the best course of action would be to contact your IT department for further support.

1 answer

Your answer

Chris-D 1,180 Reputation points Independent Advisor

2026-09-01T22:55:27.2533333+00:00

Hi Heather,

I’m reaching out to follow up on this issue. Have you had an opportunity to review the solution I provided earlier? Any update from your side would be greatly appreciated.

If you have already tried the suggested options and the issue still persists, the best course of action would be to contact your IT department for further support.

Answer 1

Hi Heather,

Thank you for sharing the details of your situation.

This behavior may be related to the Teams application, network connectivity, VPN or firewall settings, an audio device, or your organization’s Teams Phone configuration.

Here are some steps you can try:

1/ Restart and update Teams

Completely quit Microsoft Teams, including from the system tray.
Reopen Teams and select Settings and more (...) > Settings > About Teams to check for updates.

2/ Test Teams on the web

Sign in at https://teams.microsoft.com and check whether you can answer calls there.
If calls work correctly in Teams for the web, the issue may be specific to the Teams desktop application. If so, please let me know so I can provide the appropriate troubleshooting steps.

3/ Test another network

If permitted by your organization, temporarily disconnect from VPN and test again.
You can also try another network, such as a mobile hotspot, to determine whether the issue is network-related.

4/ Check the audio device

In Teams, go to Settings > Devices and temporarily select the computer’s built-in speaker and microphone.
Disconnect any headset, docking station, or external audio device, then test another call.

5/ Check other devices

Sign out of Teams on other computers or mobile devices where your account is active.
If possible, test the same account on another computer to determine whether the issue follows your account or remains with the original device.

If the issue persists, please continue working with your organization’s IT administrator. They can review the Teams call analytics, network and firewall configuration, your Teams calling policies, and any applicable Teams Phone, call queue, Direct Routing, or Session Border Controller configuration.

You may also want to share these Microsoft articles with them:

Additionally, if needed, your IT team can also raise a support ticket with Microsoft Support through the Microsoft 365 Admin Center for deeper investigation. They have access to backend configurations and can perform a more in-depth investigation. At the very least, they can provide the most effective workaround to ensure your experience remains smooth and secure.  

I hope this information is helpful. Should you have any further questions or need additional assistance, please feel free to reply in the comments below.

I look forward to hearing your thoughts.

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