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  • 1.  Microphone issues

    Posted 09-19-2018 10:12
    No replies, thread closed.
    Our reps are using the PureCloud app and Jabra 930 headsets. We are having an issue where the reps will put a caller on hold, but when they go back to the caller they get an error message saying "We have determined there is a critical error with your microphone. This likely happened outside the application and may require you to restart the app." The callers are then no longer able to hear our reps but our reps can hear the customer. This is negatively impacting our customers' experience. 

    This just started happening 9/13 or 9/14 so I am not sure if there was an update that could have affected this because none of our settings have been changed. Has anyone else experienced this and found a resolution?

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    Rachel Underhile
    Flinn Scientific
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  • 2.  RE: Microphone issues

    Posted 09-19-2018 11:08
    No replies, thread closed.
    @Rachel Underhile We want to get this fixed ASAP. I'm the Lead on the development team responsible for this, and we're already investigating, but please reach out to support to have a case opened so that we can more quickly gather information specific to your users if we need to.

    https://help.mypurecloud.com/articles/purecloud-support-portal/

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    Xander Dumaine
    Genesys - Employees - Team Lead, Lead Software Engineer
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  • 3.  RE: Microphone issues

    Posted 09-19-2018 11:13
    No replies, thread closed.
    @Rachel Underhile we have also seen this message occur and they agent was not even using a headset. ​I was able to correct the issue by logging out of PureCloud then back in. Not use what caused the issue.

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    Angelia Harper
    Avtex
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    Original Message


  • 4.  RE: Microphone issues

    Posted 09-19-2018 12:05
    No replies, thread closed.
    @Xander Dumaine We have put a ticket in on 9/14 #0002370041 but had not gotten a response since that afternoon, so that is why I was checking the community. Any expediting of the ticket would be great!

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    Rachel Underhile
    Flinn Scientific
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    Original Message


  • 5.  RE: Microphone issues

    Posted 09-19-2018 11:22
    No replies, thread closed.
    I am not using Jabra headsets but we have issues at times when the headset software has an update sometimes as well. We often don't check for updates on the headset website and miss them...so just a thought....

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    Teri Pedersen
    Back in Black Inc.
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  • 6.  RE: Microphone issues

    Posted 11-06-2018 09:10
    No replies, thread closed.
    @Xander Dumaine @Rachel Underhile We have been seeing this on some of our agents, was there ever a fix for this? ​​

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    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 7.  RE: Microphone issues

    Posted 11-06-2018 10:06
    No replies, thread closed.
    @Angelia Harper There were a few minor fixes but what you're seeing now is likely different. Are your agents using the controls on their headset to hold the calls? If so, that could cause a "hardware mute" which is not yet supported by PureCloud. New advanced controls for supported hardware controls in headsets are coming in Q4 for Jabra, Plantronics, and Sennheiser. ​For now, I would make sure they're only controlling calls within the PureCloud application, and not with their physical headset buttons. That's the most likely cause of this.

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    Xander Dumaine
    Genesys - Employees - Team Lead, Lead Software Engineer
    ------------------------------

    Original Message


  • 8.  RE: Microphone issues

    Posted 11-13-2018 13:21
    No replies, thread closed.
    Is there a fix for this issue?  I have reps experiencing this  particularly on longer calls and it is an awful customer experience. The reps are not using controls on the headset. 



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    Kristen Stone
    Keyword Connects
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    Original Message


  • 9.  RE: Microphone issues

    Posted 11-13-2018 13:57
    No replies, thread closed.
    @Kristen Stone, I asked the customer to update their headset software, that seemed to have helped. ​

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    Angelia Harper
    Avtex
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    Original Message


  • 10.  RE: Microphone issues

    Posted 11-15-2018 19:52
    No replies, thread closed.
    Not sure if our issue is the same as we are using Polycom VVx 301 handsets with Platronics encorePro 540 headsets.
    Anyways of late agents who have been presented with a preview callback from outbound dialer are unable to press the "begin call" button as nothing happens on-screen. After clearing the cache and refreshing the chrome browser. Still the same issue and the agent is forced to redial the number manually.

    What i did note in the console log was Purecloud detected there was no headset connected to handle call. Though infact there was a headset connected as previous conversations had been completed as well we calls after these.

    Support have traced the conversation advising there was a call, though I clearly tested it myself and there wasn't. It is a intermittent issue for us and still I await support to advise the meaning of the console log stating no headset being detected.

    Like i said not sure if this is related to the issues everyone is having

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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    Original Message


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