Are you transitioning from a physical desk phone to a soft phone? Are you experiencing the issue of not being able to hear the remote user, or is the remote user is not able to hear you?

It is possible that the headset is just fine, but that the application (Equinox, Jabber, WebEx, etc.) is not picking up the headset. This blog will cover the Windows 10 sound settings to make sure you are selecting your headset as the preferred audio device for your application.

First, go to your search field in the Task Bar and type “Sound”. You should see “Sound Settings” appear as a match. Click on “Sound Settings”.


Windows 10 Sound Settings

Now, scroll down until you find “Advanced Sound Options”.


Advanced Sound Options (Windows 10)

Inside “Advanced Sound Options” you will be able to select which audio device (in-built speaker/mic, headset) to use with your application. You will see at the top a default setting that can apply to all your applications, or you can change the settings per application.

Audio Device Selection

If this doesn’t solve the problem, try opening your application (Cisco Jabber, Avaya Equinox, Cisco WebEx, etc.) and see if you can directly control audio device settings within the application.

We hope this helps with your UC journey. If you are doing a big UC transition, don’t do it alone! Managing hundreds of headset users can be very time consuming, and we’re here to help.

Since 1991, BTP has been helping our customers with live troubleshooting over the phone at no extra cost to you. We’re happy to help you with selecting the right solutions for your business, including how to manage all of your headset inventory/firmware from the cloud. Give us a call at 800-457-4287 or email us at