Basic Talkdesk Troubleshooting

Techniques for Agents

OutboundPoor

Call Quality

// Check your internet connection (2Mbpm minimum).

// Use a cable to connect to your internet. Working far from the router can affect call quality.

You Cannot Hear the Caller

// Make sure your headset is plugged in.

// Make sure that Google Chrome is accessing the right microphone (i.e. USB vs. built in mic) on your computer:

1 Open Google Chrome Settings page.

2 Click on "Show advanced settings" at the bottom of the page.

3 Under the "Privacy" section click on "Content settings".

4 Under the "Media" section, choose the microphone device you would like to use from the dropdown menu and click "Done".

// Google Chrome will now access the microphone you selected by default.

// Verify that you are not giving exclusive microphone access to another application like Skype:

1 Unplug your headset from your computer. 2 Quit Skype and close Talkdesk.3 Plug your headset back into your computer.4 Open Talkdesk and login.

// If this solves the problem, and you are using Windows, you must adjust your computer settings to prevent this from happening again.

// Access your sound settings from your control panel. The location of this setting varies depending on your Windows version:

1 Open your "File Explorer" and click on "Control Panel". Then click on "Hardware and Sound" and then click on "Sound". Click on the "Recording" tab and then select your microphone (i.e. “Headset mic”, “Internal mic”, etc.) and click "Properties".

2 Click the "Advanced" tab. Click on the check mark in the box next to "Allow applications to take exclusive control of this device" to remove the check mark from the box. Then click "Apply".

// Google Chrome will now access the microphone you selected by default.

// Verify that you are not giving exclusive microphone access to another application like Skype:

1 Unplug your headset from your computer. 2 Quit Skype and close Talkdesk.3 Plug your headset back into your computer.4 Open Talkdesk and login.

// If this solves the problem, and you are using Windows, you must adjust your computer settings to prevent this from happening again.

// Access your sound settings from your control panel. The location of this setting varies depending on your Windows version:

1 Open your "File Explorer" and click on "Control Panel". Then click on "Hardware and Sound" and then click on "Sound". Click on the "Recording" tab and then select your microphone (i.e. “Headset mic”, “Internal mic”, etc.) and click "Properties".

2 Click the "Advanced" tab. Click on the check mark in the box next to "Allow applications to take exclusive control of this device" to remove the check mark from the box. Then click "Apply".

The Caller Cannot Hear You

// Check to make sure you clicked "Allow" at the top of your screen to allow Talkdesk to access your microphone (when you first sign into Talkdesk).

// If you see a red "X" over a video camera icon then Talkdesk doesn't have permission to access your microphone. This means you wonʼt be able to speak to callers. To fix this:

1 Click on that camera icon.

2 Make sure the "Always allow…" option is selected and then press "Done".

3 You must then refresh your browser.

Consult your “Talkdesk Guide for Agents”

// Please feel free to use this manual to get acquainted with Talkdesk, learn a few tips and to review more information about Talkdesk functions.

Information Is Not Updating

// When something isnʼt loading or things donʼt seem right with Talkdesk, refresh the page. You should also feel free to send us an email at support@talkdesk.com to let us know that you had to refresh the page (so we can fix the issue).

Still Have Questions?

// Feel free to contact us at support@talkdesk.com or chat with us at talkdesk.com if you have any issues, suggestions or just want to say hi!