This guide explains how to disable "Headset Advanced Exclusive Mode" in Windows 11. Disabling this feature can help to resolve audio switching issues and allow simultaneous audio playback across applications, which is a common cause of one-way or missing audio on Webphone calls.
Symptoms
No audio or input on a phone call, even though the headset is listed within the CTI and the webphone launches without issue.
Audio cuts out during a call while other applications are running in the background (for example Teams, Google Meet or Slack).
The webphone does not launch because the headset is not being recognised.
Resolution
Disable "Advanced Exclusive Mode" for both your headset (the Playback device) and your microphone (the Recording device) in the Windows sound settings.
Open your Windows search bar, type Sound Settings, and select Sound settings under System settings.
In the System > Sound menu, scroll down and select More sound settings to open the Sound control panel.
On the Playback tab, double-click the headset you are currently using. In the Advanced tab, untick Allow applications to take exclusive control of this device, then select Apply.
Select the Recording tab, double-click the microphone you are using, and repeat the same steps on its Advanced tab.
Reload the CTI and make a test call to the echo line by dialling 1681 within the CTI, to confirm audio is being sent and received correctly.
💡Tip: You must disable Exclusive Mode separately for both the Playback (headset) and Recording (microphone) devices. Disabling it on only one device will often leave the audio issue unresolved.
If you are still experiencing audio issues after disabling Headset Advanced Exclusive Mode, you may need to contact Natterbox Support, ensuring you provide the necessary call examples for further review.
FAQs
What is "Advanced Exclusive Mode"?
It is a Windows setting that allows a single application to take exclusive control of an audio device. When enabled, it can prevent the webphone from using your headset or microphone while another application is holding the device.
Do I need to disable this for both my headset and microphone?
Yes. Disable Exclusive Mode on both the Playback (headset) and Recording (microphone) devices, as missing or dropped audio can be caused by either device.
Will disabling Exclusive Mode affect my other applications?
No. Disabling Exclusive Mode simply allows multiple applications to share the audio device at the same time. It does not stop other applications, such as Teams or Slack, from using your headset.
I have disabled Exclusive Mode but still have no audio. What should I do next?
Reload the CTI and make a test call to the echo line by dialling 1681. Confirm that the correct headset and microphone are selected in both Windows and the CTI. If the problem persists, contact Natterbox Support with call examples for further review.
Does this apply to Windows 10 as well?
This guide covers Windows 11. The equivalent setting exists on Windows 10 under the same Advanced tab of the device's properties, although the menu names to reach it differ slightly.