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Agent Is Unable to Hear the Caller
8x8 Support

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.

 

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