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An incoming call you can see but not hear is usually the wrong audio device selected, or a headset the computer never registered.
Why is there no sound in my headset?
Check the audio device
Open Settings from your profile and click Audio and Video. Four devices are set separately there: Speakers, Ringing, Microphone and Video, and each can be tested from that same menu.
The browser picks a default, and the default is often the laptop rather than the headset you are wearing. Ringing is the one to look at when you do not hear the call arrive but can hear the person once you answer: that is speakers on the headset and ringing on the laptop, and nothing about it is broken.
If the headset is not in the list at all, the computer has not registered it. Reseat the USB connector, try a different port, and check the headset is powered.
Check which device the call is going to
Next to the bell icon there is a device selector. If it says Any or shows no device, choose Web so the call is set up in the browser where your headset is.
How do I test it?
Use the echo test to hear yourself back. It confirms in a few seconds whether audio reaches the headset at all, which saves you finding out during a real call.
If audio works one way only
That is a different problem with a different cause. See the article below.
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