During a phone call involving two individuals, when one party can't hear the other, it is referred to as one way audio.
This article will cover the scenario where an agent receives or makes a call and can't be heard by the other party. If you can be heard correctly but you're having issues hearing please refer to the following article.
Below are a few recommendations to solve this issue :
- Verify that your headset is properly configured.
- Use the microphone level indicator on your app before placing a call. If there is no movement, this means that either your microphone is muted, damaged or not correctly recognized by the system. Verify your microphone settings again and that your headset is not muted.
- Verify your headset configuration, whenever you have a microphone level alert before placing a call
- Verify your headset configuration, whenever you have a microphone level alert during a call.
If you need further assistance, please contact our Support team.