Agents using the Outbound interface in the browser can manage their speaker sound and microphone behaviour in the Settings page's Audio tab. It includes separate volume controls for System sounds and Call audio, plus microphone controls for Echo cancellation, Noise suppression, Auto gain control, Microphone gain level. These settings are agent-specific and saved for future sessions.
Agents using Outbound in the Windows application have access to the application settings instead.
Accessing the Audio settings
In your Outbound Interface:
- Go the the Settings page in the left-hand menu.
- Click the Audio tab.
Default settings
The first time the agent comes to the Audio tab, they will have the following settings enabled:
- System sound volume: 100%
- Call audio volume: 100%
- Echo cancellation: On
- Noise suppression: On
- Auto adjust microphone gain: On
- Microphone gain level: 100%, only visible when Auto adjust microphone gain is off
The agent can adjust these settings as needed. Changes will be applied to all future calls.
Common audio issues and suggested fixes
- Agent voice volume changes during the call
- Turn Auto adjust microphone gain off and adjust Microphone Gain manually to a stable level.
- Agent cannot hear the customer clearly
- Increase the Call Audio Volume.
- Agent cannot hear ringing tones, busy tones, or system sounds clearly
- Increase the System Sound Volume.
- Customer says the agent is too quiet
- Keep Auto adjust microphone gain enabled first.
- If the volume is still low, turn it off and gradually increase Microphone Gain starting from 100%.
- Customer says the agent is too loud, distorted, or crackling
- Turn Auto adjust microphone gain off and reduce Microphone Gain gradually toward 100%.
- Customer hears echo during the call
- Turn Echo Cancellation on.
- Agent sounds muffled or audio cuts out intermittently
- First, try turning Noise Suppression off.
- If the issue continues, test with Echo Cancellation turned off as well.