Usually it's a settings or variant problem, not a faulty headset. Microsoft Teams picks its own speaker and microphone in its own Devices menu, separately from Windows and from Zoom. So a headset that Zoom finds automatically can still be ignored by Teams. The other common causes are a headset bought in its UC (Zoom-oriented) version rather than its MS (Teams-certified) version, outdated firmware, a Bluetooth headset paired twice, and one documented Teams behaviour: Microsoft says Teams doesn't support button controls on certified headsets while third-party conferencing apps such as Zoom are running. Work through the checks below before you replace anything.
What are the most common causes, and how do you fix them?
| Symptom in Teams | Likely cause | What to try |
|---|---|---|
| Headset works in Zoom but Teams uses the laptop speakers or microphone | Teams is set to a different device | Teams Settings › Devices: choose the headset or its USB dongle for speaker and microphone |
| Mute and answer buttons do nothing in Teams | Zoom or another meeting app is running, UC variant, or old firmware | Quit the other app completely, update firmware, check the headset is the MS (Teams) variant |
| Music sounds fine but calls sound muffled or tinny | Bluetooth has switched to its hands-free call profile through the laptop's own radio | Use the headset's own USB dongle instead of the laptop's built-in Bluetooth |
| Other audio fades during calls | Windows "Communications" volume ducking | Sound settings › Communications tab: choose "Do nothing" |
| Headset drops out when you switch between apps | An app has taken exclusive control of the device | Turn off "Allow applications to take exclusive control" in the device's Advanced properties |
| Headset connects and disconnects at random | Paired to both the laptop's Bluetooth and its dongle | Remove the headset from Windows Bluetooth and connect through the dongle only |
Source: Microsoft Learn, Teams USB audio and video peripheral requirements (updated 13 Aug 2026), and Jabra product documentation, checked 8 Nov 2026. Windows setting names follow current Windows 11 builds and may vary by version. SourceIT has not tested these scenarios; this is a diagnostic checklist.
Why does Teams behave differently from Zoom?
Each meeting app talks to the headset in its own way. Both send and receive audio through Windows, but call control (the answer, hang-up, mute and Teams buttons) depends on an extra layer of integration between the headset's firmware and the app. Microsoft's certification programme requires certified headsets to offer basic call control and a Teams button. It also requires "automatic selection and prioritization of the default audio device when multiple peripherals are present." A headset built and tuned for Teams will usually connect cleanly. A UC version of the same headset may work for audio but handle buttons differently.
That's why many manufacturers sell two versions of one model. Jabra, Lenovo, Yealink and Logitech all list separate MS and UC SKUs, which we explain in MS or UC, wired or wireless. What the Teams logo actually certifies is covered in Teams certified vs regular Bluetooth headsets. This article is the troubleshooting side.
What should you check first?
Start with the step that fixes most cases: open Teams Settings › Devices. Make sure the audio device selected is the headset itself or its dongle, not "Default", a monitor's speakers or a docking station's audio. If several headsets have ever been plugged into the laptop, Teams may still prefer an old one. Use "Make a test call" on the same screen to confirm both directions work.
Next, check what else is running. Microsoft's documentation says Teams does not support button controls on connected certified peripherals while third-party collaboration and conferencing apps are running. If staff keep Zoom open in the background, the mute button may stop responding in Teams even though audio works. Quitting Zoom fully, including from the system tray, is a quick test.
Rule of thumb: if audio works but the buttons don't, look at software and variant first. If nothing works in any app, then suspect the headset, the cable or the dongle.
Could the firmware or vendor app be the problem?
Yes. Headset firmware, the USB dongle's firmware and Teams itself all receive updates, and a mismatch between them is a common cause of buttons or status lights misbehaving. Each brand has a management app for updates and settings: Jabra Direct, Poly Lens and Yealink's USB Connect. Update the headset and dongle, restart Teams, and test again. In a managed fleet, IT should update the whole model batch to the same firmware so support staff are troubleshooting one known configuration.
If a whole department bought the UC version and has since standardised on Teams, ask the manufacturer, or us, what the options are for that specific model before replacing the headsets. Audio usually still works, and the decision often rests on how much the Teams button and call control matter to those users.
What about Bluetooth headsets?
Bluetooth adds two more failure points. When a Bluetooth headset is used for a call through a laptop's built-in radio, Windows switches it to the hands-free call profile, which has much narrower audio than music playback. Microsoft notes that Bluetooth headset performance "depends on the host's Bluetooth radio, and some users may still need a USB dongle." The dongle supplied with business headsets avoids most of these problems. We cover the sound-quality side in our guide to Bluetooth headsets that sound bad on Teams.
The second problem is double pairing. If the headset is paired to the laptop's Bluetooth and also connected through its dongle, Windows may show two devices and switch between them. Remove the headset from Windows Bluetooth settings and use the dongle only.
When is it really the headset?
If the headset fails the Teams test call and also fails in Zoom, Windows' Voice Recorder or another laptop, the fault is in the hardware: the cable, the USB port, the dongle, the battery or the microphone boom. Check Microsoft's known issues for the current Teams client too. Occasionally a Teams update causes a device problem that is fixed in the next release, and it is worth waiting a few days before replacing a whole batch. For call centres choosing between wired and wireless for reliability, see why USB headsets still beat Bluetooth for some call centres. If microphone quality is the real complaint, see Jabra vs Yealink vs Poly microphones for noisy offices.
Buying in Singapore
If your company has standardised on Teams, buy the MS variant. Most models are listed at the same price as their UC twins (listed 8 Nov 2026). For example: Jabra Evolve2 75 MS USB-C S$480 (the UC version is the same price); Jabra Engage 40 mono MS S$225; Lenovo Wired VoIP Headset for Microsoft Teams S$93, alongside its Zoom-certified UC version; and Yealink UH34 Dual MS Teams S$75. Prices change; ask for a current quotation. Tell us which meeting platforms your staff use and we'll match the SKU. Use Request for Quotation on the product page, call (65) 6978 3502, email Sales@sourceit.com.sg or use our contact page.
Frequently asked questions
Why does my headset work in Zoom but not in Microsoft Teams? Teams selects its own audio devices, so check Settings › Devices first. Other common causes are a UC variant, old firmware, double Bluetooth pairing, or Zoom running in the background.
Why don't my headset buttons work in Teams? Microsoft says Teams doesn't support button controls on certified peripherals while third-party conferencing apps are running. Quit Zoom fully, update the firmware and check you have the MS variant.
What is the difference between MS and UC headsets? MS versions are certified and tuned for Microsoft Teams, including the Teams button. UC versions are aimed at other platforms such as Zoom. Audio usually works on both, but call control differs.
Should I use the laptop's Bluetooth or the headset's dongle? Use the dongle. Microsoft notes that Bluetooth headset performance depends on the host's radio, and dongles avoid many pairing and call-quality problems.
How do I know if the headset itself is faulty? Test it in another app and on another computer. If it fails everywhere, the hardware is at fault. If it fails only in Teams, it's almost always a settings or software issue.
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