My agents are having audio issues – Qubicles

NOTE: Google released an update to Google chrome November 17th 2020, this update is causing issues with the WebRTC connection to the agent computer. To resolve this issue please turn off Google Chrome auto update, uninstall Google Chrome 87.0. and download and install version 86.0.4240.75.

Our team is working to resolve this problem within the newly released version of Chrome.

Qubicles is a very flexible platform which provides many options for establishing an audio connection. The following are available options.

WebRTC
SIP (both softphones and physical hard-phones)
IAX2

Before we can troubleshoot and identify the cause of an agent's audio issues, we must first understand what to expect when a successful audio connection is established by the agent during the login process. Let's walk through the process of logging in as an agent using the most common connection method; WebRTC (Qubicles webphone).

Make sure the agent is using Google Chrome
Make sure the agent headphones are connected to the computer.
Access the agent portal via Agent Portal
Provide the agent user credentials
click login

To establish a successful audio connection there are a few network requirements that must be in place. Please review the System Requirement article listing the required ports. If the required ports are not open on the network the agent is presented with the following error in the web phone. In this case please have the I.T team review the system requirements and confirm the network configuration is in compliance.

Note: WebRTC uses the computers web browser (Google Chrome) to establish the audio connection, therefore the browser will need to allow the Qubicles agent page access to the computers audio device. The agent is prompted for this permission during the first login attempt. The agent MUST allow access.

If the correct permissions are not granted. The agents will receive the following error within the webphone.

With default settings in place, the system will allow the agent to log in and will attempt to establish a phone connection from the agents' web browser back to the Qubicles Media server. The Qubicles servers will place a phone call to the agents' assigned phone extension to accomplish this. The agents' phone will ring and automatically answer, at which point the agent will hear a message stating "You are now connected".

With the required ports opened and permissions in place, the agent will successfully log in and will be presented with the following screen.

Agents can also experience audio issues if the computer has multiple audio devices available, such as built-in speakers and microphone as well as a connected headset with speakers and mic. In this case, the browser may not have the correct device selected for use, causing issues. Please have your I.T team review the agents' computer and confirm the correct devices are enabled an in use by the browser.

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