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Echoes Heard and Small Volume When an Agent Answers a Call

Publication Date:  2015-06-29 Views:  793 Downloads:  0

Issue Description

When an agent answers a call from a user, the agent hears echoes and the agent's volume heard by the customer is small.

Handling Process

Step 1 Log in to faulty eSpace iAgent.
Step 2 Check whether the volume configuration on the eSpace iAgent is correct.
Step 3 Check the operating system configuration on the agent client.
1. Choose Start > Control Panel. Click Sounds and Audio Devices Properties.
2. Click Volume in Voice recording on the Voice tab page. In the Recording Control dialog box that is displayed, select Select in Mic Volume to resolve the echo issue.
For details, see Figure 1-4.
Figure 1-4 Echo troubleshooting

3. Close Recording Control.
4. Click Volume in Voice recording on the Voice tab page. The Recording Control dialog box is displayed. Choose Options > Advanced.
For details, see Figure 1-5.
Figure 1-5 Recording Control

5. Click Advanced. Select 1 Microphone Boost to resolve the small volume issue.
For details, see Figure 1-6.
Figure 1-6 Advanced Control for Mic Volume

Step 4 Verify that the fault is rectified.
 If the fault is rectified, the procedure ends.
 If the fault persists, contact Huawei technical support.

Root Cause

After analysis, this fault is caused by the eSpace iAgent or the operating system where the eSpace iAgent is installed.

The following operations can only be performed on the eSpace iAgent for the PC client.