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There are many things that can effect audio when connected to TLDialer. These can include, but are not limited to:

  1. Headset connectivity.

  2. Using Air pods vs an actual headset.

  3. Unstable internet connections

  4. Internet service provider blocking necessary ports

  5. Etc.

While TLD Support is there to address questions regarding the CRM there are some basic troubleshooting steps that often resolve the issues.

Preliminary Troubleshooting

Step 1: Ensure the audio device is properly connected and tested.

  • TLD is a VoIP service, which means hearing sound through Discord, Slack, and YouTube is not an indication that TLD should work. However, if the user can’t hear sound at all the issue could be hardware related.

Step 2: Which browser is being used?

  • TLD recommends the usage of the Chrome browser since it has shown the most stability with the site, but it is not required.

  • If using a different browser continue with steps 3-4.

Step 3: Check for Chrome updates.

  • Chrome is always updating their browsers. Because of this the browser may need to be updated to ensure the latest version of Chrome is being used.

    • This can be done by selecting the 3 dots at the top of the browser window. Search for Updates and run check.

Secondary Troubleshooting

Step 4: Clear cache and cookies.

  • The cache and cookies save small amounts of data each time a website is visited. Clearing them is never harmful.

Step 5: Who is the internet service provider?

  • We have identified that certain internet providers block the necessary audio ports to access TLD.

  • Other providers have router devices that are not capable of accessing TLD.

Internet Service Provider Known Issues

Windows Exclusive Mode

This setting only applies to Users with Windows devices. Mac users can ignore this step.

What is Windows Exclusive Mode?

Specifically for Windows devices applications can take exclusive control of an audio device which makes it unavailable to other applications. When Exclusive Mode is engages programs like Slack and Discord and “steal” the sound from web-based systems like the TLDialer.

How to Disable Windows Exclusive Mode.

This feature can be disabled through the Sound settings on the device.

  1. Right click on the sound icon of the taskbar and open sound settings.

    image-20240501-151906.png

  2. Locate “More Sound Settings”, which will open a new window with all the audio devices listed.

    image-20240501-152244.png

  3. To turn off Exclusive Mode right click on ALL available audio devices and select Properties.

    image-20240501-152601.png

  1. Select the Advanced tab from the Headphones Properties and unclick all boxes for Exclusive Mode.

image-20240501-152746.pngimage-20240501-152808.png

  1. Once Exclusive Mode is disabled for all Playback devices repeat this step for ALL Recording devices.

image-20240501-153154.pngimage-20240501-153213.png

Conduct an Echo Test

An Echo Test is conducted from TLDialer to determine if the audio issues have been resolved.

  1. Start TLDialer but DO NOT log into a campaign.

    image-20240329-142352.png

  2. At the bottom of the page select the megaphone icon to begin the echo test.

    image-20240501-154407.png

    1. If the agent can hear the lady and see the microphone indicator move the audio issues are resolved.

Disable Window Efficiency Mode for Windows 11

Disable Windows Efficiency Mode - Win11

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