Customer Can not Hear the Agent

Customer Can not Hear the Agent

In case you are facing an issue where the customer can not hear you while using Sanas, follow the below steps to do basic troubleshooting checks.

Follow the Sanas Application Basic Checks article to confirm that all Sanas application settings are correct.

• If the issue remains, continue with the next troubleshooting steps.

Check the system setting

1. Confirm that the Sanas application is launched and “Enabled”.

2. Confirm if the headphone is connected to the system correctly.

3. Open sound settings - go to advanced sound settings (more sound settings).

4. Click on Headset Microphone (headphone connected to the system).

5. Click on Levels and confirm that the speaker icon highlighted below is not mute and the Headset Microphone level is set to Max.

   

6. Click on Sanas microphone.

   

7. Click on “Levels" and confirm that the speaker icon highlighted below is not mute.

   

8. Click on the “Listen” tab in the window, check the Listen to this device check box, and click Apply.

   

9. Speak into the microphone and confirm if you can hear your Sanas Synthesized voice.

   1. If you can hear your Sanas synthesized voice, uncheck the "Listen to this device" check box and click apply.

10. Confirm that the audio meter shows movement (the green colour bar) when you speak into the headphones' mic as shown in the image below.

    

11. Confirm that Sanas Virtual Microphone is correctly selected in the dialer audio settings.

12. Make sure that the System/Dialer output device is NOT set to Sanas Speaker.

13. If all of the above steps are found to be correct, relaunch the application and test.