The SingleComm ACD uses VoIP and WebRTC to complete a call. This means that the call is all digital on the components that we maintain and control. However carriers do have issues and often they don't know, but it could be as simple as a faulty headset or a poor connection on a headphone cable.
Initial Troubleshooting Steps:
If the problem is with equipment on the agent or customer side the following steps should uncover it in most instances. Otherwise proceed to open a service request with the appropriate team or teams.
- The microphone connector may be loose or incorrectly plugged in on systems using 3.5mm jack. Unplug and reinsert and re-try to see if the static has gone away.
- With USB headsets unplugging and reinserting may also help. Also try another USB port.
- Check for a faulty headset by swapping in another headset that is known to work.
- Check for problems on the customer end by:
- Ask the customer if they are using a headset/earbuds of some kind. This may be wired or Bluetooth. Ask them to momentarily stop using the headset/earbuds to see if the static clears up.
- Try placing a test call to another number outside of your company and see if there is still static.
(The call should be to a destination outside of the company in case the problem is with your phone service)
- Static and noise problems are sometimes resolved by rebooting the computer.
- Ask if other agents are experiencing static as this may indicate a problem with the carrier.
If the initial troubleshooting steps did not solve the problem you may have have technical issues that require support from your internal technical service department. Examples may include but are not limited to:
- Audio or USB drivers need to be reinstalled.
- Defective audio or USB ports on the computer.
- Problems with your phone service carrier.
- Problems with internal phone service components.
If the issue cannot be localized to an agent or customer, then the problem could be with the carrier. If this is the case please open a support ticket. Be sure to have the Call Root ID(s) in the ticket.