Incoming call continues to ring even after the call has been answered

This issue has already been identified by Microsoft under Service Incident TM1221288.

Microsoft expects to resolve the problem today.

Reporting this issue to the support is important because it helps Microsoft quickly identify and prioritize the problem.

Hello @John McLaughlin and @Noack, Jan,  

Thank you all for your updates. 

Based on your additional information, I’ve checked my resources but couldn’t find any related incidents or advisories from Microsoft. Currently, there’s no official announcement, so I can’t confirm whether this is a Microsoft site issue or not.  

However, since this issue is occurring across multiple environments, I strongly recommend you reporting this to Microsoft Product Team as soon as possible so that this won’t affect your workflow:  

1. Report via Teams app:  

• Click the three dots next to your profile > Feedback > Choose Report a problem.    
• You will see a pop up like this > Under Select a category, scroll down to choose "Other":    
• You can fill in the form with your ideas and description to submit feedback.    

2.Report this issue on Admin Center:   

• Sign in to Microsoft 365 Admin center.   
• Navigate to Health > Service health > In the Reported issues tab, Select Report an issue.    
  • Fill in the form and click Submit to report this issue.   

Reports submitted by admins often receive more visibility and can help Microsoft better understand the scope of the issue, which may lead to a faster resolution.  

3.Contact Microsoft Support Team:   

Contacting Microsoft Support is important because they can access backend systems, confirm if the issue is part of a larger outage, and escalate it to the product team for faster resolution. They also provide tailored troubleshooting and verify service health beyond what’s visible in the admin center.  

• Find your Microsoft 365 admin: If you don't know who the global admin is in your organization, you can find guidance here: How can I find my Microsoft 365 admin? - Microsoft Support    
• Submit a service request: The Global Administrator should create a support request with Microsoft to receive advanced technical assistance. For detailed instructions, see: Get support - Microsoft 365 admin | Microsoft Learn    
• If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.    

Reporting this issue is important because it helps Microsoft quickly identify and prioritize the problem. Each report provides key details for accurate diagnosis, and the more reports submitted, the faster Microsoft can confirm the bug, issue an advisory, and implement a fix.  

Apologies for redirecting you to the relevant development team. As forum moderators, we have limited access to backend systems, so we've escalated your request to ensure you receive faster and more accurate support.    

If you have any ideas or you find any solution for this problem, please consider replying to this thread. Or if you need any further assistance, please feel free to reply. I'm here and happy to help!

Hello @Noack, Jan,  

Good day! Thank you for posting your valuable question on Microsoft Q&A forum.   

Based on your description, I understand that Microsoft Teams continues to ring even after the call has been answered, and the ringing only stops when the desktop app is completely closed. This issue appears to affect only some users, and it happens during internal Teams-to-Teams calls. 

Please let me know if I misunderstood any part of your issue or if there are additional details you'd like to share. 

To help us provide the most accurate and effective solution for this ringing issue, could you please share a bit more detail about your setup:  

• Which Teams client are you using (Teams for Windows, macOS desktop app, or Teams Web?) 
• Do you use Teams only on this desktop device, or are you also signed in on mobile or any other device? 
• Does the ringing issue happen for: 
  • All incoming calls? 
  • Only specific callers? 
  • Only Teams-to-Teams? 
  • Call queue or auto-attendant calls? 
• Does the ringing also continue if you answer via Teams Web (https://teams.microsoft.com)? 
• Are you using any Bluetooth or USB audio devices? 
• What operating system and version are you on (Windows 10/11, macOS Monterey/Ventura/Sonoma, etc.)? 

This additional context will help us understand your environment and the steps already taken, so we can tailor the guidance to resolve the issue effectively. 

In the meantime, here are some basic checks you can try: 

1. Clear the Teams cache manually 

This resolves the issue for many affected users. 

On Windows:   

• Navigate to your Taskbar and look for the Microsoft Teams icon. Right-click the icon and choose Quit. This will force the Teams app to quit.   
• Next, copy and paste the following location into File Explorer: %appdata%\Microsoft\Teams, and delete the contents of the entire folder.   
• Restart Microsoft Teams by opening the application and logging back in.    

On a Mac:  

• Right-click the Teams icon in the taskbar and choose Quit.  
• Next, delete the directory ~/Library/Application Support/Microsoft/Teams.  
• Restart Microsoft Teams by opening the application and logging back in.    

On Mobile device (iOS/Android) 

There’s no manual cache clearing option, but you can: 

• Sign out and sign back in. 
• Or uninstall and reinstall the app to reset the cache. 

Note: Deleting the cache won't remove Microsoft Teams from your device, but will remove the web client cache, icons, thumbnails, local message history, your Teams display images, and any other Teams add-ons.  

2. Disable any call forwarding or simultaneous ring settings 

• Open your Teams desktop app  
• Click on the three dots button next to your profile picture > Settings 
• Navigate to Calls and toggle Forward all calls to voicemail to OFF 

3. Repair Teams app for Windows device: 

If the users use Windows devices, you can try to Repair Teams app.

• Press Windows + I to open Windows Settings 
• Navigate to Apps > Installed apps and search for Teams app 
• Click on the three dots next to the app > Advanced options 

• Scroll down and click Repair 

I apologize if I could not jump straight to a solution. I want to avoid suggesting anything that might be inaccurate or unhelpful. Once we have the details above, we’ll be able to assist you more effectively and guide you toward the right resolution.

Once we have the details above, we will be able to assist you more effectively and guide you toward the right resolution. 

Looking forward to your response so we can get this sorted out together. 

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