Purpose: This article provides guidance on common problems in MS Teams and general troubleshooting steps to resolve them.
1. Audio Issues
Symptoms: Cannot hear others, others cannot hear you, one-way audio, distorted or delayed sound.
Possible Causes: Wrong audio device selected, muted microphone, network issues, outdated drivers, or misconfigured profiles/integrations.
Troubleshooting Steps:
Check and select the correct microphone and speakers in Teams.
Verify microphone permissions and mute settings.
Test network connection (VPN, firewall, Wi-Fi).
Update Teams app and audio drivers.
Run a test call to confirm audio works in both directions.
If none of the above resolves the issue, raise a ticket with
support@babelforce.com. Include the following information:
Example: Agent cannot hear the caller.
Message Template: We are experiencing issues with one or more agents: Name & Email of Agent: John Mustermann (john.mustermann@company.com). Here is a Call Example: Call-from: +49 30 1234; Date & Time: 22.09.2025, 11:00
- If multiple agents are affected: Provide a list of affected lines and a few agent names
2. Single Agent Connectivity Issue & Agent Setup
Scenario: An agent cannot connect to Teams or experiences dropped calls.
Agent Setup Check:
Each agent must have a babelforce User ID assigned in the license sheet.
This User ID must be correctly added to:
The agent’s profile in babelforce Manager
The agent’s MS Teams device
Common mistake: Copying the wrong User ID or missing the setup on the Teams device.
Solution:
Even if network and Teams settings are correct, a missing or incorrect babelforce User ID setup can prevent the agent from connecting properly or cause dropped calls.
Next Steps for the Customer:
Verify the User ID from the license sheet.
Ensure it is added to the agent profile in babelforce Manager.
Confirm it is also correctly set on the agent’s Teams device.
Test connectivity again.
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