Agent Is Unable to Hear the Caller

Symptom

The agent does not hear anyone on the line.

Applies To

• ContactNow

Resolution

Below is a list of things to check for: 

• Restart your computer.
• Fully log out of the ContactNow system and log back in again.
• If you are using a wired connection, check that the wires are properly inserted into the ports of the PC and/or router.
• Check that the headset you are using is not faulty by testing it on another machine or trying a different headset.
• We do not recommend the use of a wireless connection as it may be unstable and cause intermittent connection problems. See ContactNow Technical Requirements for further information.
• Check your softphone audio settings to see if the input and output audio devices are correct.
• Check your PC audio settings are correct.
• Clear browser cache/cookies and reconnect to the dialer. 

Cause

There may be different causes for this issue such as:

• The agent's headset is faulty.
• The network connection is weak or interrupted.
• The agents are using a wireless connection.
• Audio settings on the PC or softphone are not correctly set up.