Agents using the Omni interface in the browser can manage their speakers and microphone in the Settings page's Audio tab. Volume can be set separately for Call audio and System sounds. Microphone settings include gain controls, echo cancellation and noise suppression, These settings are agent-specific and saved for future sessions.
Agents using Omni in the Windows application have access to the application's settings instead.
Accessing the Audio settings
In your Omni interface:
- Go the the Settings page in the left-hand menu.
- Click the Audio tab.
Output device and Input device
In the Output settings:
- Click the Call output device drop-down list to select the speakers/headset to use for calls.
- Click the Ringtone output device drop-down list to select the speakers to use for the call ringtone. This may be different from the call device, in case you want to be able to hear the ringtone when not wearing your headset, for example.
- Switch the Notification for incoming message toggle on to hear a notification when new messages arrive.
In the Input settings:
- Click the Input device drop-down list to select the microphone to use.
- Click the toggle switches to select if you are using Echo cancellation, Noise suppression or automatic gain control.
Keep microphone active
Because of the way Windows handles Bluetooth headsets, it can take a few moments to switch between a general music mode, and talking with the microphone active. This can have a negative effect on the call quality and the associated transcripts.
- Keeping the microphone active even between calls prevents Windows switching the headset mode.
- Because the headset doesn't switch away from voice mode, listening to music between calls will have a reduced quality.
- Admins cannot listen to agents unless they are on a call, even if the microphone is active, and no recording of the agent can be made outside of calls.
To change this setting:
- Click the toggle switch on or off to change the preference.
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.