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Caller cannot hear the Agent

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The most common cause for a caller not being able to hear your agent is due to permissions being blocked on your agent's browser or your agent's headset not being plugged in properly:

Permissions

Please follow the instructions here to make sure your permissions are properly enabled.

Headset

  • Make sure your headset is plugged in and that you are able to hear other sounds on your computer. 

Advanced Microphone Permissions Troubleshooting

In case the above did not fix your issue:

  • Make sure that Google Chrome is accessing the right microphone (i.e. USB vs. built in mic) on your computer:

To do this:

  • Open the Google Chrome Settings page.

  • Click on "Show advanced settings" at the bottom of the page.

  • Under the "Privacy" section click on "Content settings".

  • Under the "Microphone" section, choose the microphone device you would like to use from the dropdown menu and click "Done". Google Chrome will now access the microphone you selected by default.
  • Verify that you are not giving exclusive microphone access to another application like Skype:
    • Unplug your headset from your computer.
    • Quit Skype and close Talkdesk.
    • Plug your headset back into your computer.
    • Open Talkdesk and login.
  • If this solves the problem, and you are using Windows, you must adjust your computer settings to prevent this from happening again.
    • Access your sound settings from your control panel. The location of this setting varies depending on your Windows version:
      • Open your “File Explorer” and click on “Control Panel”. Then click on “Hardware and Sound” and then click on “Sound”.
      • Click on the “Recording” tab and then select your microphone (i.e. “Headset mic”, “Internal mic”, etc.) and click "Properties".
      • Click the "Advanced" tab. Click on the check mark in the box next to "Allow applications to take exclusive control of this device" to remove the check mark from the box. Then click "Apply".

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