Talkdesk Conversations™ allows agents to route ringtones through a secondary audio device, such as computer speakers. This configuration ensures that agents hear incoming call alerts even when they are not wearing a headset.
Configuring secondary audio devices
Agents can manage audio output settings directly within Talkdesk interface. Selecting a secondary device for ringtones does not affect the primary audio path used for active calls.
To configure audio devices, agents should follow these steps:
- Click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].
- Locate the "Audio Settings" section. In this section, Agents are able to consult, test and configure the audio devices for audio input, output, and ringing:
- “Microphone” [3] (Audio Input): Configure the device that captures your voice as you speak. This option allows you to select the microphone audio input.
- “Speakers” [4] (Audio Output): Allows you to select the device where you’ll listen to the other person’s voice (e.g. headset). You can test the volume of the audio output by clicking on Play test sound.
- “Ringing Output” [5]: Configure the device where you’ll hear the call ringing. You can test the volume of the ringing sound by clicking on Play test sound.
Using desktop notifications
In addition to audible alerts, agents should enable browser-based notifications. These provide a visual cue for incoming calls even when the browser is minimized or the audio is muted.
- Visual Alerts: Notifications appear on the desktop screen.
- Redundancy: Desktop notifications serve as a backup to the secondary ringtone.
- Accessibility: Agents can identify incoming calls without relying solely on audio.
For more information, see Desktop Notifications in this article.