Are your headset settings affecting your SIP connection?

Remember that urban legend where the babysitter is getting prank calls, that escalate into something terrifying?  She calls the police who say they are going to trace the call only to find out that the call is coming from "inside the house"?

Your telephony software may be the police in that metaphor, it may be trying to tell you that there is an issue with your headset.  So let's assume for this walk through that the issue is coming from "inside your settings"!


Time to check out your headset. To do this, follow along with the screens below:


Right click the tiny speaker icon in your Windows task bar. This is on your local desktop, near the clock and date in the lower right. If you don't see a speaker, look for a little up arrow that will display some hidden icons and you'll likely find it there.

You will be selecting Playback devices as you see highlighted in blue above. This will bring up your audio device sound settings. Take a moment and do this, please locate your headset. Be careful!  Windows is tricky and sometimes you'll see a speaker icon, but it will have your headset model information next to it, don't be confused, that is your headset.

You will want to select your headset as both default device and default communication device for this tutorial. So first verify that the green check marks are next to the icon for your headset as seen below.

If the check mark is not next to your headset but is next to any other device, please right click the headset picture and select "Set as Default Device" as seen below.

Now that you've done this, please note the "Communications" tab at the top of your audio device sound settings menu. Click there and select "Do Nothing" then click "Apply".

Navigate back to the Playback tab and right click your headset once more and select "Properties" to check a few settings.

1. The levels tab will help you adjust volume the way the volume mixer does.

2. If you have an enhancements tab, please click there and disable enhancements.

3. The Advanced tab. Under this tab please remove "exclusive control" check marks.

You should now be able to click Apply and OK, and reboot your PC. Your telephony software should now recognize your headset.

What's that you say?  You've done this already or the option for default was already selected?  Windows audio is a funny mysterious thing. It will fight with other audio devices for control through your internal devices. So if you have followed the above steps and still are having an issue, simply visit the audio device sound settings by right clicking the speaker icon once more and then disabling every other audio device except your headset. You can to this by right clicking each device and selecting "disable" as seen below.

Click ok, and reboot your PC once more. If this issue persists, please open a ticket and the Help Desk will assist you further.

Have more questions? Submit a request