Headset is not working, no audio

Headset is not working, no audio

Please make sure all headset adapters / controls are firmly plugged in correctly.

If the agent cannot hear the customer, or the customer cannot hear them, please action the following:

Search for ‘Sound Settings’ in the ‘Type here to search’ box, or press the Windows Start Menu Icon and enter ‘Sound Settings’.



Here you will see 2 sliders, 1 for the Output, 1 for the Input (microphone).



Click into the ‘System Tray’ (bottom right) and look for the Speaker Icon.

To test output sound (what you can hear), please action the following:

If not, please unplug the headset, plug back into a different USB port (ideally at the back of the PC) and try again.

With the headset on, locate the Sound Settings as above and speak into the microphone.
If the microphone is working, you will see the slider react to your voice.
If not, please unplug the headset, plug back into a different USB port (ideally at the back of the PC) and try again.

​If you are still having issues and you have a spare headset, please try that first.
Lastly, please raise a ticket if you are still having issues.

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