Jabra Evolve 65 TE / Evolve2 65 disconnect when answering a Teams or phone call via MS Teams

Hi @Schmidlin, Pascal,

Based on the symptoms you see (the device briefly appearing as "2‑Jabra‑Link‑390" and audio being routed to the Realtek speakers), this usually indicates that Windows is momentarily detecting the dongle as a new audio device. When that happens, Microsoft Teams may quickly switch between available audio endpoints, which explains the short audio drop or device hopping during call setup.

Below are a few suggestions you may want to try, in sequence:

1/ Double‑check the certified headset and dongle combination:

Microsoft’s Teams Device Certification program ensures that only tested and approved combinations are labeled Certified for Microsoft Teams.

Since Jabra Evolve / Evolve2 headsets with the Link 390 (MS variant) are certified, it’s worth confirming that:

• You are using the Microsoft‑certified Link 390, not a UC variant
• Audio is actually routed through the dongle, not via native Bluetooth

You may find the following pages useful for reference:

• Overview of Teams certified devices.
• Personal peripherals certified for Microsoft Teams.

2/ Explicitly select the Jabra device in Teams:

In Teams > Settings > Devices, manually set:

• Speaker: Jabra Link 390
• Microphone: Jabra Link 390

Avoid using "Default", as Teams may temporarily attach itself to whichever device Windows presents during the re‑enumeration window.

3/ Set the headset as both default devices in Windows:

In the Windows Sound Control Panel, make sure the Jabra headset is set as:

• Default Device
• Default Communication Device

This often improves the handoff between Windows and Teams and prevents unexpected routing changes.

4/ Clear or reset the (New) Teams client cache:

Microsoft recommends clearing the Teams client cache, or resetting the New Teams app, when unusual device detection or routing behavior appears after an update.

This can often resolve audio states that become “stuck.”

You can follow the steps here: Clear the Teams client cache.

5/ Verify Jabra Direct softphone integration settings:

If multiple softphones are installed, open Jabra Direct and confirm:

• Settings > Softphone Integration
• Preferred softphone is set to Microsoft Teams

This helps ensure consistent call control and audio routing.

6/ Reset and re‑pair the Link 390 (firmware up to date):

If the dongle continues to re‑enumerate, performing a full reset and re‑pair of the Link 390 can often eliminate duplicate audio endpoints such as "2‑Jabra‑Link‑390".

7/ Contact Microsoft Support:

If the problem continues after trying the steps above, the most effective next step is to engage Microsoft Support. They can review your tenant from the backend using tools that aren’t available client‑side.

Please have your Microsoft 365 Global Administrator submit a support request through the Admin Center (Help & Support section). 

For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.     

If you’re not a Global Admin, you’ll need to coordinate with the appropriate person in your organization to proceed.

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps. If you are unsure who your Global Admin is, you may refer to this guide: How do I find my Microsoft 365 admin?

I hope the information helps. Please don't hesitate to reach out again if you have any update or need further assistance.

Wishing you all the best.

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