StepChange Debt Charity

Windows Settings – Troubleshooting Silent Calls and Sound Settings

Summary

This guide is to help identify and resolve common issues that lead to silent calls on the Genesys platform. It focus’s on the laptop and headset settings.

Guide

Muted sound

 On your laptops task bar at the right hand side, you will see the notifications area in this is a small icon for the sound settings (Image below).

Please ensure that yours looks like the one in the picture above. If you see a small cross next to it this indicates that the sound is muted.

To change this click on the Icon and in the box that appears click on the icon shown in the picture below to unmute the sound. You can also amend your volume here using the slide bar next to the icon.

Headset muted

Charity headsets have the mute function on them; this is usually resolved by following the above step. If it isn’t please check the puck (or where you mute is located) and ensure this is off.

Below is an example of one of the pucks with the mute setting enabled

Sound Settings - Input and Output

You can open your sound settings by right clicking on the notifications tray (shown in muted sound above) and clicking on sound settings.

Or you can go to Settings from your Start menu, search for Sound Settings in Search bar.

On the next page make sure that your ‘Input’ and ‘Output’ are set to your headset and that the volume is not set at 0 or too low.

Sound Settings – Volume Mixer

On the same page scroll down to the ‘Advanced’ section and click into volume mixer.

You will see that there is a break down of System and Apps. Make sure that the main system is set to your head set and that none of the volume bars are set to 0. If Microsoft Edge doesn’t appear on this list close and reopen it.

(You can also select the dropdown arrow for each app and see what the app is set to. Default will follow your main system setting.

Sound settings – Exclusive Mode

Go back to sound settings ‘Advanced’ and click ‘More sound settings’.

A small box will open. Double click on the Headset you are using

Another box will open, click on the ‘Advanced tab’. In the section ladled ‘Exclusive Mode’ ensure both boxes are Unticked, then press apply.

You can now close this box and from the first one select the tab ‘Recording’. Preform the same steps as above by double clicking on your headset, (using the second box) navigate to advanced mode, unsure the boxes for exclusive mode are Unticked and press apply

It’s also a good idea to check your sound settings in Genesy's and on Microsoft edge and you can find a guide for that by searching:

Genesys – Troubleshooting Silent calls and Issues answering calls (Resetting a headset profile)

FAQ’S

Q: I have done this but am still experiencing silent calls what should I do?

A: Its good practice to check the interaction timeline on Genesy’s from the call , here you can see if it’s a transfer issue or an ERR call that the client hasn’t answered. Please make a note of the call transaction ID and its date and time and our Service desk team can provide further input and support as needed.

Revision History