Sometimes an advisors audio device does not fully go through and the customer can not hear the advisor or other way around. This may occur when another application on their computer has temporarily gained 'exclusive' rights to that device. Below are the steps to prevent this.
- Go to Control Panel, click on Small Icons, and select Sound:
- Select the default system headset or speakers and click on Properties button:
- Click on the Advanced tab and uncheck the “Allow applications to take exclusive control of this device”. Click on APPLY and then the TEST button to verify it still works.
- Click on OK out of all windows. You should unplug and replug your headset.
- In Five9, please click on Help -> Echo Call
Say a few sentences to let the system record you and play it back. Does everything sound right? If so, go into Ready status and see if the issue recurs. If there is an audio issue, there is some local setting or issue on the system that should be looked into further.