When Sharing Audio on Teams, Caller Can Hear Other Teams Participants

[christinedamsgaard753]

Hi! I have been looking around and have been unable to find a similar issue. While I don’t do the network wide changes, I would love to pass information on where I can.

Essentially, for Customer Service/Care Representative training with taking important calls, we have new employees share their screen and audio on Teams with their trainers so the trainer can be there to help them with specific details. Sometimes this involves quickly answering a question to the trainee during the call to ensure the customer still gets the best care even with a trainee. However, at times, the caller is able to hear the person on the Teams call talking which can be distracting or not great for us.

We are using headsets, audio for both the call and the Teams chat both are always set to these headphones so there’s been no risk of audio from the computer speakers echoing through. This happens sporadically with no discernible cause so I cannot replicate this issue unfortunately.

Is there a setting on Jabber or Teams we are missing causing this issue? Some tech issues causing holds to share audio are easy to deal with, but for training we definitely want sour trainers to be able to talk and fully help the new employees while keeping callers confident.

[Roger Kallberg]

As this seems to relate to Teams and that’s not a Cisco product you’d might want to post your question on the Microsoft support forum.

[christinedamsgaard753]

Hi, unfortunately this is not a Teams issue, as it is Cisco itself picking up Audio from the Computer’s apps rather than only the headset or what’s designated as the microphone. While it would be easy to dismiss it as a Teams issue, I have tried to work with Teams and see any issues there occurred and found none. Typically when you share audio on Teams, it does not share your audio back to you. This is Cisco picking up on Computer noises as part of the microphone.

[Roger Kallberg]

What do you refer to when you say Cisco? It’s a pretty massive company and they have many different products and areas of technology.

[christinedamsgaard753]

Hi, we use Cisco Finesse and Cisco Jabber. 

[Roger Kallberg]

None of those programs has any connection with Microsoft Teams. I think that you should look at the headset used and if it used by Teams.

[christinedamsgaard753]

Hi, I’m sorry but honestly I don’t think you’re really understanding my issue and jumping into it being another program’s issue as the easiest solution possible. I have tested and checked in with Teams and as I said, have made sure the headset is good overall. This is specifically about Cisco Finesse/Jabber picking up on audio from the computer that should not be available to it. If you’re suggesting that the setting for the headsets have to be set up to two different audio outputs so the output doesn’t get captured on the phone call I will say the caller doesn’t hear themselves speak so it’s unlikely and I would need more details on how Cisco picks up its audio and shares it to understand why this would be an issue

[Roger Kallberg]

You’re probably right about that I don’t understand what you’re trying to outline. If you could explain what you’re doing in details it might be easier for us to understand. All I understand so far is that you suspect that Jabber and/or Finesse would somehow pick up audio from Teams and I’m telling you that is not very likely as neither of these has any connection with each other.

[christinedamsgaard753]

Hello hello, I did my best to explain it in the original post because yes it is unlikely, but something is happening because we have callers tell us they are able to hear the trainer trying to speak to the trainee. 

So detailing it best I can, we are on two different apps/calls. One is a group call of the trainers/trainees with Microsoft Teams so we can discuss the call. The other is the call on Cisco Finesse/Jabber when a caller calls in. On Teams, we share our screens with audio so we can review.

During these calls (yes headsets and settings have been checked) callers are able to hear the coworker not in the Cisco call. The audio from the computer coming from Teams shouldn’t be sharing to the call but it is for some reason.