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Overview

This article will provide steps for troubleshooting issues related to your audio. 

If you have trouble with your microphone features, the following information can help you troubleshoot and resolve issues. These will also be the initial steps when you contact Support regarding an audio issue. We recommend following the steps below before submitting a Support ticket.

Contents

Microphone Access

microphone.png

If your microphone isn't detected after updating to Windows 10, you may need to give your app permission to use it.

  • Select Start, then Settings > Privacy > Microphone to let apps access the microphone. Select Change, then turn on Allow apps to access your microphone.

  • You can choose which Microsoft Store apps can access these features under Choose which Microsoft Store apps can access your microphone, and give access to non-Microsoft-Store desktop apps by ensuring that the switch beneath Allow desktop apps to access your microphone is set to On.

Others Can't Hear Me

Try the following solutions:

  • If your headset has a Mute button, ensure it isn't active.

  • Ensure your microphone or headset is connected correctly to your computer.

  • Please make sure your microphone or headset is the system's default recording device. Here's how to do this in Windows 10:

    • Select Start, then select Settings > System > Sound.

    • In Input, ensure your microphone is selected for Choose your input device.

    • Speak into your microphone while checking under Test your microphone to ensure your settings work. Your microphone is working if you see the line moving from left to right. If you see no change, the microphone is not picking up the sound.

sound.png

Microphone Volume Too Low or Not Working

Try the following solutions:

  • Ensure the microphone or headset is connected correctly to your computer.

  • Ensure the microphone is positioned correctly.

  • Increase the volume of your microphone. Here's how to do this in Windows 10:
    • Select Start, then select Settings  > System > Sound .
    • In Input, ensure your microphone is selected under Choose your input device, then select Device Properties.
    • On the Levels tab of the Microphone Properties window, adjust the Microphone and Microphone Boost sliders as needed, then select OK.
    • Speak into your microphone while checking under Test your microphone to ensure your settings work. Your microphone is working if you see the line moving from left to right. If you see no change, the microphone is not picking up the sound.

Agent Microphone Not Working or Agent Unable to Hear Audio

When the Agent runs specific applications such as Microsoft Teams or Spotify - these applications can take exclusive control of the headphones or microphone, preventing Convoso from routing audio to or from those devices.

  • This will cause the Agent to have no audio when speaking into their microphone, or conversely, their mic could be working, but they are not hearing audio.

  • This problem occurs because Teams or Spotify are not releasing the mic or audio back to the system to be utilized by other apps, like the Convoso dialer.

Here is how to prevent this going forward:

1.) Navigate to the Control Panel and click on Sound.

2.) Right-click on your headset device and click the Properties option from the Playback tab.

3.) Click the Advanced tab and Uncheck the following options under Exclusive Mode:

  • Allow Applications to take exclusive control of this device.
  • Give exclusive mode applications priority.

Now, the window should look like this:

4.) Click the Apply button.

5.) Click the Okay button.

The mic will be released back to Convoso when utilizing other apps that also use the microphone.

 

6.) If the issue persists, you may need to take another step.

  • Click the Recording tab.

  • Find the microphone of your device.

    • Note: Your view could look like either of the following images.

  • Right-click on the mic and select Properties.
  • Click the Advanced tab.
  • Uncheck the same two boxes under Exclusive Mode.

This should resolve your issue and allow the microphone to be freely used between applications.

 

 

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