CCE Softphone Silent Call

CCE Softphone Silent Call

If you or your agent are getting silent calls on CCE try the following below:

First check that you're not logged into CCE on another device. 
  1. Load up Citrix but don't sign into CCE
  2. If Citrix says out of service - You're not logged in anywhere else.
  3. If Citrix logs you in and has you in a ACW state then you're logged in somewhere else.
  4. Go around all computers that you've previously been logged into and check if you've left yourself signed into CCE.
  5. If you have sign out of CCE and while you're at it, Sign out of the computer fully. 
If after these steps you're still getting silent calls, Check the following.
  1. Right Click your audio settings in the bottom right, Then click Sound settings.
  2. Scroll to the bottom of the sound settings and look for an option called More Sound Settings.
  3. In the playback tab, right click on your headset and Click Test, If you can hear it then disable the other audio methods.
  4. In the recording tab, Speak into your microphone and then disable the other microphone methods.
Now we've checked your audio settings for the PC but we still need to check CCE
  1. Login to CCE Softphone
  2. In the task tray right click CCE and click Devices 
  3. ALWAYS make sure that Default Device are selected for both option inside of CCE.
DO NOT CHANGE THESE FROM DEFAULT
Once you've done all these steps and are confident everything is correct, Connection centre all your BT/EE apps Signout of CCE then RELOAD everything back up and it should work.




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