Overview
An agent reports that their microphone is cutting in and out during calls. The agent can hear the caller, but the caller may not always be able to hear the agent. The agent reports that they do not experience issues in other applications.
Solution
Check the agent's FMB logs to determine if their headset was not detected. In the FMB logs, search for the following error message:
HeadsetState:NotPluggedIn
EventThread - GetEvents - Received 4 Events
<== Event:HeadsetStateChange; Sequence:1
AllowedActivities (2): SetHeadsetLevels, GetHeadsetLevels
EventDispatch - PositionState [PluginHeadset], NotReadySubState [0]
Flags: AutoReady:True HeadsetState:NotPluggedIn
<== Event:PositionError; Sequence:2
AllowedActivities (2): SetHeadsetLevels, GetHeadsetLevels
EventDispatch - PositionState [PluginHeadset], NotReadySubState [0]
Flags: No changes
PositionError string:ReEstablishing
<== Event:HeadsetStateChange; Sequence:3
AllowedActivities (8): CreateCall, GoReady, ObserveUser, ObserveCallType, CreateCallDialA, CreateCallDialB, SetHeadsetLevels, GetHeadsetLevels
EventDispatch - PositionState [Connecting], NotReadySubState [0]
Flags: HeadsetState:PluggedIn
<== Event:PositionNotReady; Sequence:4
AllowedActivities (8): CreateCall, GoReady, ObserveUser, ObserveCallType, CreateCallDialA, CreateCallDialB, SetHeadsetLevels, GetHeadsetLevels
EventDispatch - PositionState [NotReady], NotReadySubState [0]
Flags: No changes
EventThread - finished processing events, received this time 4, last event sequence 4
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If this error occurred at the same time that a caller was unable to hear the agent, it means that the headset was not detected and should be replaced. The connection may be reestablished causing an intermittent outage or may not connect at all. This error message can also cause a network timeout if the agent was not able to log in to FMB or change their status to Ready.
After using a headset that is detected callers are able to hear the agent without issues.