Audio Troubleshooting for TLD

Owned by Coreen Stalnaker
Last updated: Oct 23, 2024
8 min read

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.

https://esotech.atlassian.net/wiki/spaces/EXTDOC/pages/53739573

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.

Windows 11

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  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.

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

 

 

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

Windows 10

(Click to expand)

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

 

 

 

 

 

 

 

 

  1. Locate “Related Settings” and select Sound Control Panel.

     

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

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

 

 

 

 

 

 

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

 

 

Mac

This step can be skipped for all Mac users.

Check if the Microphone is Enabled on the Browser

Google Chrome

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  1. Open Google Chrome

  2. Click the More Icon (three vertical dots) in the upper right > Settings

  1. Privacy and Security > Site Settings

  1. Select Microphone 

  1. Check to make sure your microphone settings are as follows

  1. Check that your microphone is selected in the first drop-down menu. The system default is typically the microphone you’ll want to be selected.

    1. Note: If the microphone is set to default and people you are calling can't hear you, set it to the specific microphone you are using.

    2. Select Sites can ask to use your microphone (if not already enabled).

    3. Confirm that your URL is listed under Allow and not listed under Block.

    4. If your URL is listed under Block, click the trash icon on its right to remove it from the Block list, and continue to the next section.

Firefox

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  1. Click the menu button  and select Settings.

  1. Click Privacy & Security from the left menu and scroll down to the Permissions section.

  1. Click the Settings… button for the Microphone option.
    Firefox displays the websites with saved Allow or Block permission.

  2. Use the Allow/Block selector to change permission for the website. You can remove the site by selecting it from the list and clicking the Remove Website.

  1. Click the Save Changes button.

Use Firefox’s address bar to clear camera or microphone permissions for a site

  1. Click the permissions icon that displays in the address bar on the left. Any relevant permission statuses for the current site are displayed in the Site Permissions panel.

  1. Click the X next to Allowed, Allowed Temporarily, Blocked or Blocked Temporarily to clear the status so that Firefox will ask again for permission when you next visit the site.

Microsoft Edge

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  • Enabling microphone permissions on Microsoft Edge is website specific.

  • Edge will automatically prompt to use the microphone. Select Yes.

 

 

  • If you want to know if your microphone is already enabled for a website on Edge, you can check it by clicking the lock icon next to the home button, and the website address.

  • When you click the lock icon, you'll see a screen that looks like the one below. If you already enabled microphone permissions for a website, it will look like this image.

Safari

(Click to expand)

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.

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

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

Network Related Issues

If a client complains of intermittent audio issues (static, blips, etc.), an unregistered dialer, calls randomly dropping, or sound coming in and out, it's likely a network issue. So ask these questions (order may vary):

  • Who is your internet service provider?

  • Are you working from home or in the office?

  • If you are working in an office is there anyone else who has experienced this issue?

 Doing a blip test can help determine network issues as well. If you see gaps, or red blips that means they are having network issues, and rebooting the network router, or contacting their network provider may be the solution. 

https://gfblip.appspot.com/

Blip should never show brief gaps, or anything above 300 ping.

There are several known issues with different internet providers. Reviewing Internet Service Provider Known Issues can help highlight and address specific root causes.

Disable Window Efficiency Mode for Windows 11

https://esotech.atlassian.net/wiki/spaces/EXTDOC/pages/139558913

If nothing else works

If all of the above has been completed and the users is still continuing to have issues the last resort is to try and update their Sectigo Certification.

https://support.sectigo.com/articles/Knowledge/Sectigo-Intermediate-Certificates
Install Sectigo RSA Domain Validation Secure Server CA [ Intermediate ] under "Domain Validation"

https://comodoca.my.salesforce.com/sfc/p/#1N000002Ljih/a/1N0000000wpS/Z.rh3MmrSwuG4jT0Q64QpdfbP7Y3.HX2txjSo7katcM

  • The File says 2019 on the Download Link but the Cert is Valid till 2030

  • You download the file and double click or "Open" it on MacOS which will add it to the Key Chain. Similar Process on Windows.

  • This should resolve that issue, please make sure to completely exit out of the browser after installing it or else it might not work."