Sometimes due to system, device and network issues, agents or customers may report voice loss during their ongoing conversations. At that time as a primary action, it becomes most important for the agent to ensure whether they are connected properly to the device.

If the agent is facing issues regarding voice connectivity where the customer is not able to hear the agent's voice, this could be due to a failed microphone connection. In such situation, agents often:

1. Refresh the browser: This disconnects the ongoing call, and hence this is not advisable.

2. Unplug and plug the headset: This might result in improper connectivity with the headset and the desktop.

To overcome this, agents are advised to follow following steps in case of above issue - 

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• Click on Settings option above Mute / Unmute option in Call controls.

• After clicking on settings, a Dialog box should appear, showing Microphone and Speakers being used.

• Check if the correct microphone is selected, if yes then click on the reload button next to the dropdown list to fix microphone issues.

• To save the changes, click on done and check if the issue is resolved.

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