Diagnosing headset issues

Common Issues and Potential Solutions:

Agent cannot hear the customer - 

• Check the VOLUME control on the headset and settings on the computer. 
• Check that headset is properly connected.  Unplug connectors and plug them back in firmly.
• Check that your headphones are working at this website:
      https://www.onlinemictest.com/sound-test
  
• Check that sound is working on external speakers when headphones are disconnected. If not you may have a sound driver issue.  Contact your internal support team.
• If none of these solutions work please contact your internal helpdesk/support team.

Customer cannot hear the agent - 

• Check that your microphone is working at this website:  
      https://www.onlinemictest.com    (You will need to give the site permission to use the microphone)   
• Check that the MUTE button is not on.  Press the button or slider to be sure. 
• Check that headset is properly connected.  Unplug connectors and plug them back in firmly.
• Check that IPv6 is NOT enabled on the system.  Disable it if needed. (instructions)
• If none of these solutions work please contact your internal helpdesk/support team.

Headset not working at all:

Chrome was never granted permissions to use the headset - 

1. Open Chrome settings, search on "microphone" and open the Content Settings.
2. Click "Manage exceptions..." for the microphone.
3. Look for the Hostname pattern matching your business SingleComm URL.
   (Example:  https://YOURCOMPANY.singlecomm.com)
4. If the exception exists make sure that Behavior is set to Allow.
5. If there is no exception close existing pages to SingleComm and open a new one, initiate a test call and look for the prompts asking to use the microphone.  It will look similar to this example:

The wrong headset was chosen -  

• There may be multiple sound or microphone devices to choose from on your computer.  You may have chosen one other than your headset.  Review and correct your selection if this is the case.

The headset was plugged in after logging into the ACD -

• The microphone may not have been detected when permissions were granted.  Log out and close the page, then reopen it and log back in and it should correct this.  Don't forget to grant permission to the microphone while doing so.

The operating system didn't grant permissions to the headset - 
     (Or it wasn't detected. This is usually the case with a USB headset)

• Unplug and reconnect the headset.
• Reboot the computer.  
• Uninstall and reinstall the USB and/or Audio drivers - (Please contact your internal support team for this)
• If none of these solutions work please contact your internal helpdesk/support team.

Static on a call:  

• This is sometimes resolved by rebooting the computer.
• This may may be a faulty headset, try another headset.
• Microphone may not be plugged in correctly on systems using 3.5mm jack.  Unplug and reinsert it.
  
• With USB headsets unplugging and reinserting may still help.
• For more information on this topic please see the following article.  Static on a call
• If none of these solutions work please contact your internal helpdesk/support team.

We have attempted to provide solutions for the most common issues here but in depth coverage of these topics is outside of the scope of this document.  If these suggestions do not provide a solution fairly rapidly we highly recommend that you contact your internal support team quickly.