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FAQ about audio quality

Audio quality for Microsoft Lync Online communications software depends on the condition and quality of the network and devices you use. Be sure your audio equipment is connected before you begin using Lync Online.

In this article

Are my devices set up correctly?

Lync Online setup should detect any compatible communications devices you are using, such as a headset, webcam, microphone, and speakers. You can also add devices after you install Lync Online. 

To ensure that your devices are set up correctly, do the following:

  1. In the Lync main window, click the Options button, and then click Audio Device.
  2. Under Audio device, select your primary audio device.
  3. Under Customize your device, click the appropriate drop-down list(s) to configure your speaker, microphone, and ringer, as well as volume levels.
  4. Click the green arrows to test the levels of your speaker and ringer.

Why am I having audio problems?

If there’s a problem, a notification is displayed in the conversation window or the Lync main window. You can click the notification to get more details or suggested solutions.

Why am I not getting any sound?

If you’re not getting sound through your speakerphone, check that:

  • Your speakers are turned on and that you have not muted sound in your Windows operating system.
  • The speaker volume is high enough to be audible.
  • The device you’re using is selected in the Audio Device Settings in Lync.

What are common causes of poor device quality?

Common causes for poor device quality include the following:

  • Third-party audio driver or software  In some cases, a third-party driver or software may interfere with Lync Online.
  • Noise-canceling device It is important that a noise-canceling microphone is positioned close to the mouth, approximately 2 cm or less than 1 inch away from the mouth. This filters out unwanted background noise, so it is important that you position it correctly to avoid audio issues.
  • Physical damage to the device  

Lync handles a wide range of devices and still maintains high quality audio and video. However, certain devices may cause echo in the call. To reduce echo for a problematic device, Lync triggers a voice switching mode, which limits the ability for talkers to speak at the same time.

What can I do to improve device audio quality?

To improve device quality, try the following:

  • Use a device that is optimized for Lync. See the list on Microsoft TechNet at Phones and Devices for Microsoft Lync 2010.
  • Uninstall any third-party, value-add audio drivers or software.
  • Replace any defective or damaged devices.
  • Use a headset to avoid echo.
  • If using two separate devices for rendering and capturing audio (such as desktop speakers and webcam), try to place them at an appropriate distance from each other to minimize echo.

What are some tips for avoiding audio issues?

  • We recommend that you do not make calls over, a wireless internet connection, virtual private network (VPN) or remote access service (RAS) connections.
  • Use a device optimized for Lync. See the list on Microsoft TechNet at Phones and Devices for Microsoft Lync 2010.
  • If bandwidth is a problem for you, limit other computer activities while in a call.

How does TTY work?

Text telephone (TTY) mode is used for text communication over a telephone line. A TTY device must be connected to the computer to interpret the modified audio; otherwise you might experience poor audio quality during the call. Using TTY mode in a conference call may also cause audio quality issues.

TTY mode is turned off by default. You can turn on TTY mode by clicking Phones in the Lync - Options dialog box. You will then need to sign out of Lync and back in to use the feature.