unable to hear incoming call sound

7 Commentaires

  • Nicole Saunders
    Zendesk Community Team

    Hi Aidan -

    Our first recommendation is to go through the steps outlined in the Talk troubleshooting guide.

    I also found this community post from another user who was having a similar issue, and she indicated that clearing her cache solved the issue for her: Problems with Zendesk Talk

    Give that a try and let us know if it resolves or if you're still seeing issues.

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  • Aidan

    hI Nicole,

    Still the issue is same i already tried those troubleshoot options 

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  • Sebastiaan Wijchers
    Community Moderator

    Hello Aidan,

    What browser and headsets are you using? We have the best experience with Google Chrome on Windows and Jabra headsets (there was another well known brand that gave us a lot of trouble...).

    Do the mic and sound test on this website succeed?
    https://www.onlinemictest.com/
    https://www.onlinemictest.com/sound-test/

    Also double check with your network administrator that the ports are open, as the troubleshoot page says:
    > TCP: port 80 and 443 
    > UDP: all ports between 10,000 and 20,000

    With kind regards,

    Sebastiaan
    Sparkly ⭐⭐

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  • Aidan

    Hi Sebastiaan,

    I tried the test but speakers test has been failed whats next we are using practica headsets in google crome browser.

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  • Sebastiaan Wijchers
    Community Moderator

    Hello Aidan,

    That are Plantronics headsets right? We've had good experience with Plantronics too. So I don't think that's the issue.

    When the speaker tests fails, it could be something browser related. Normally you have to provide access to your microphone, but your speakers/headset should work right away.

    Do you have sound with the headset on sites like YouTube? Can you try another browser like Firefox to see if that makes a difference? If this problem occurs for all your agents, it might be something your system administrator has restricted on their workstations?

    With kind regards,

    Sebastiaan
    Sparkly ⭐⭐

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  • David Windell

    Freshcaller (WebRTC/Chrome) allows inbound calls to ring on the desktop speakers whilst the call still comes through on the headset. It would be really good if Zendesk would implement this option.

    https://support.freshcaller.com/support/solutions/articles/239556-how-to-make-an-incoming-phone-call-ring-on-both-speakers-and-headphones-

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  • Devan - Community Manager
    Zendesk Community Team

    Hello David Windell,

    We appreciate the suggestion! I would recommend sharing this feedback in our product feedback forum so our developers can consider this for future product updates.

    Best regards. 

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