This article discusses troubleshooting audio problems for LeadDesk running in Windows 11. For tips for earlier versions of Windows see the article No audio, poor quality audio and audio settings.
Troubleshooting - No or low audio
Check default output
First, you should check that Windows is using the correct sound device for playing sounds. For LeadDesk this will generally be a headset.
- Right-click the volume icon,
in the system tray (in the bottom right of your screen).
- Click to select Sound settings.
- Check that the correct headset is selected, and is displayed for Choose where to play sound.
- Adjust the Volume level.
Check for conflicts with your antivirus software
If you use antivirus software, try shutting down the software and make another test call.
If the sound quality on this call is good, there is a conflict with your antivirus.
Check volume mixer
- Log in to LeadDesk with an agent account.
- Right-click the volume icon,
- Click to select Open volume mixer.
- Make sure that the mixer level is set to 100 for whichever app is running LeadDesk.
If you are using the LeadDesk application, look for LeadDesk in the list and set its mix level to 100.
If you are using LeadDesk in a browser, look for the browser in the list and set its mix level to 100.
LeadDesk application settings
If you are using the LeadDesk application:
- Click the sound icon at the top of the LeadDesk window.
- Click to tick the Show advanced settings checkbox.
- The application will normally successfully find your headset if you leave the Speaker setting to <AutoDetect> but if you want to be sure, click the drop-down list and manually select your headset.
- Try adjusting the volume slider and the Gain slider.
- Likewise you can adjust the sliders for the Microphone if you need to improve the mic level.
Troubleshooting - Microphone problems
Adjust levels
If you are using the LeadDesk application, adjust the volume and Gain sliders for the Microphone as described above.
Enable microphone
If you are using LeadDesk in a browser, make sure you allow the browser to use your microphone, when prompted..
Troubleshooting - Audio quality problems
Some users have reported that having running programs in the background that use VoIP (such as Skype or other call-center software) can cause call quality issues. We recommend you shut these down completely.
If the sound is delayed/robotic, make sure your internet connection is good and stable. Preferably connect via ethernet cable.
For further advice, contact the support team.