If audio from your PC sounds noticeably worse as soon as the Windows app opens, the issue is usually caused by Windows audio settings rather than by call media itself. On some Windows 10 and Windows 11 devices, Windows may treat softphone apps as communication apps and automatically switch the audio device into a lower-quality or communication-focused mode.
Note:
This issue is typically observed when music or other system audio becomes muffled, narrow, or “telephone-like” while the softphone is open, then returns to normal a few seconds after the app is closed.
Symptoms
Audio quality drops immediately after opening the Windows app.
Music, browser audio, or other media sounds compressed or low fidelity.
The issue affects playback through the same headset or sound device used by the softphone.
Audio returns to normal shortly after the softphone is closed.
The behavior may appear across multiple Windows devices and multiple headset models.
Why this happens
Windows includes communication-specific audio behavior designed to prioritize calling applications. When an app is recognized as a communication app, Windows may adjust how it handles playback and recording devices. In some environments, this can cause the active device to switch into a communications profile or allow an app to take more direct control of the device.
Two Windows settings are the most common causes:
Communications setting in Sound Control Panel, which can change audio behavior when Windows detects communication activity.
Exclusive Mode on playback or recording devices, which allows applications to take exclusive control of the device.
This behavior is operating-system level and can affect different headset brands in the same way, which is why the issue may reproduce on several machines with different audio devices.
How to fix it
Follow the steps below on each affected Windows machine.
1. Set Windows Communications to Do nothing
Open Control Panel.
Select Sound.
Open the Communications tab.
Select Do nothing.
Click Apply, then OK.
2. Disable Exclusive Mode for the headset or affected audio device
Open Settings → Sound → Advanced → More sound settings.
2. Select the affected playback device and click Properties.
3. Open the Advanced tab.
4. Under Exclusive Mode, clear Allow applications to take exclusive control of this device.
5. Click OK.
Repeat the same steps for the affected recording device if the headset includes a microphone.
For best results, disable Exclusive Mode on both the playback and recording devices associated with the headset, then fully close and reopen the Windows app.
Verification
After applying the changes:
Play music or other media through the same headset used by the softphone.
Open the desktop app.
Confirm that the audio quality remains unchanged.
If needed, restart the softphone or reconnect the headset and test again.
If the issue continues
If audio quality still degrades after both changes, provide the following before escalating:
Windows version
Headset make and model
Whether the issue affects playback, recording, or both
Whether the problem occurs with one device or multiple devices
A short description of what changes in the sound, such as muffled audio, reduced stereo quality, or low volume
FAQ
Does this mean call quality itself is degraded?
The reported behavior mainly affects how Windows handles local device audio when the softphone is open. It can sound similar to a telephony codec, even when the root cause is Windows audio device handling.
Is this specific to one headset brand?
No. The issue can appear across different headset makes and models because the trigger is usually Windows audio configuration.
Should I change only the playback device?
Start with playback, but if the headset also provides a microphone, it is recommended to disable Exclusive Mode on both playback and recording devices.