Basic troubleshooting of the phoners’ computers

As your phoners make calls, you may be called on to resolve problems. There are two typical categories – sound issues, and connection issues.

Sound Issues:
If your phoners complain of static, echoes, or other sound quality issues, that is most likely a problem with the internet connection – fluctuations in the speed and consistency of your internet or router. Problems like that are often temporary and go away on their own, but if not, contact us to discuss it.

If a phoner’s computer has no sound at all, there are some settings to check:

Some headsets have mute buttons – make sure the headset is not muted.

Check the Windows Sound Control Panel – make sure that the headset is the default device for “recording” and “playback”. On Windows 10, it will look something like this:

Connection issues:

Sometimes a computer will lose its connection to the system. A momentary drop in the internet connection – anywhere along the line from the computer to the router to the modem and then out in the internet – will disconnect you from the system. If things seem to freeze up on the computer, look in the lower-left corner of the screen. If one or both of the indicators are RED, you are disconnected from the system.

Close your browser and try logging in again.

For ongoing connection issues, troubleshoot your internet connection. If you’re using wifi, make sure you have a strong signal.

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