Audio FAQs
Occasional call disruptions or disconnections can occur from time to time. If you find this happening consistently on every call, this troubleshooting guide will help you identify and address the root cause.
Pro Tip: If audio issues are isolated to a single agent, the problem is not Volie-related. That agent should review their individual settings, including their network connection, browser, and audio configuration.
First Steps
Log In and Out - Logging out and back into Volie will refresh the platform and can resolve sluggish performance. If the issue persists, close and reopen Chrome entirely. Additionally, keeping open tabs to a minimum will help maintain optimal performance across all your pages.
Restart Computer - Rebooting your computer can quickly resolve bugs and glitches. Restarting daily is also good practice for maintaining overall system health, as it ensures updates are applied and resources are refreshed. The brief time it takes is well worth the performance benefits in the long run.
Check Speakers and Headset - Verify that your speaker and microphone are not muted, either on the device itself or within your system settings. To quickly test your audio, play a video in YouTube to confirm sound is coming through properly.
Next Steps
Verify your WiFi connection. Make sure the signal is strong.
On a Mac: Navigate to System Preferences > Network. Your connections will be listed on the left side, each with a colored status dot. Additionally, you can view the strength of the WiFi connection by viewing the icon at the top right (near the date and time). The number of bars will signal the connection strength.
Green - Active and connected
Yellow - Active but not connected
Red - Service is not activated or set up
On a PC: Located at the bottom right of your WiFi icon.
You can also take a speed test with Twilio, our telephony provider. That test can be found at the following link: https://networktest.twilio.com/.
Verify Audio Settings - Confirm that your computer supports audio input and output by checking your system's sound settings. This will allow you to verify that both your microphone and speakers are functioning properly. To do a quick test, visit YouTube or a similar site to confirm sound is coming through your device.
Make a Manual Mode call in Volie
A reliable way to diagnose audio issues firsthand is to initiate a test call to yourself in manual mode. This will help determine whether the problem originates on your end or the customer's.
To make a manual mode call:
Navigate to the Communication Center, and log into your Training / Sandbox queue.
Click the dark blue Manual Mode at the top right
Click the green pencil icon in the dialog box that appears.
Choose your Sandbox organization and your Training / Sandbox queue.
Click Search Customers at the bottom of the window.
Select Create on the left hand panel. Add your first and last name, and your phone number. Scroll down and click the Green Create button.
Click the green Start Next Dial button at the top right to initiate a call to yourself. This will allow you to test both ends of the line.
Do you hear the “calling customer” message?
Do you hear ringing / a dial tone on your computer?
Does your cell phone ring?
Is the call connecting?
Once you answer the call on your cell phone, try muting yourself on both ends of the call. Can you hear yourself, on both ends of the call?
Reviewing Google Chrome Settings
If you are not hearing audio in Volie, resetting your microphone in Chrome is a worthwhile troubleshooting step. Chrome updates can occasionally require the microphone to be reset. Additionally, all new agents using Volie for the first time must grant microphone access to the platform; this is the Allow step that appears when initiating a call in Volie.
Open a new browser window in Chrome.
Click the three dots on the far right top of the browser window. Then click Settings at the bottom.
On the left, click Privacy and Security, and then Site Settings.
Under Permissions, click Microphone. Click the trash cans next to the Volie URLs. This will allow you to reset the microphone.
Close these windows, then log back into Volie.
Return to Manual Mode, retrieve the previously created test profile, and initiate a test call to yourself.
When you do so, you’ll see a pop-up from Chrome which asks if you want Volie to be able to access your microphone. Click Allow.
Verify that audio is audible on both ends of the call.
Final Steps
If the issue persists, attempt the following steps.
Open Settings > System > Troubleshoot > Other Troubleshooters and run the Audio Troubleshooter. This will scan your PC for audio-related issues and attempt to correct them.
Confirm that your Chrome and Headset drivers are up to date.
If you have further questions or concerns, please reach out to your Volie support team.