Silent Calls - Customers can't hear agent, but agent can hear them

Make a test call with the agent on teams.
If they can hear you but you can’t hear them, please action the following.

1. Check that the headset is plugged into the adapter correctly.
   It may just be loose and some of them are very tight fittings. If you can then hear the agent make a test outbound call on Avaya to your phone and see if the issue is resolved.

2. If teams calls are fine, please action the following:
   Check Avaya Settings are correct under Agent Preferences -> Advanced.
   Playback device should be the Headset (USB) and record device should be the Microphone (USB)
   Sliders on this page should be no higher than 1.00 for both (hover over to see state)

Also check that the sliders are correct in the basic page.

Playback : Volume of the customer to the agent
Record: Volume of the Agent to the customer

Some microphones are louder than others, so changing the record and playback sliders may be required to reduce “Echo”. Make a test call to confirm it is now working.

If you still have an issue with Silent Calls, please raise a ticket

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