Audio issues across browsers
I work in the IT department of a company where we use Zendesk for most things. We're having issues currently with calls in our customer service department. This spans multiple browsers, can be spontaneous but is happening to 80% of our Customer service Staff.
The audio is either degraded or the customer cannot hear the CS staff, this occurs after a couple of minutes break between calls or the laptop locks due to inactivity. I've done as much trouble shooting as I can, we can't figure out what it is so I need to figure out what it isn't so a solution will present itself hopefully.
The issue occurs over Opera, Edge and Chrome but can be rectified on Chrome by disabling 'Advanced Audio Settings' but only for a short time. Our devices are enrolled on MDM so this is potentially one issue.
Fresh install of Windows & Updates
Fresh installs of all browsers
Different network connections
change in hardware
All with no change to the issue, it just delays. Each time we've had a ticket raised, we've checked for service related outages but nothing has shown.
Any help is greatly appreciated.
We had a similar issue a year or so back, it turned out to be our Anti-Virus and Firewall, we needed to add a list of the Zendesk IPs to the exception list and this appears to have resolved the issue. We have the occasional user still having issues but this usually tends to be sorted by clearing cookies and cache etc then ensuring there's nothing else pulling the permission like Spotify, YouTube etc.
I hope this helps!
Thanks for the feedback. I'll pass the info round and let you know how we get on.
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