Are your customers reporting poor call quality or background noise from agents' microphones when using the Sinch Communication Panel? This is a common issue that can often be resolved with a simple configuration change.
Understanding the problem
If you're receiving support tickets describing these audio issues, especially for individual users, the current recommended solution involves ensuring the operating system's default audio device aligns with the device being used by the Communication Panel. This can prevent conflicts and ensure optimal audio performance.
Step-by-step solution (Windows 11 example)
For users on a Windows 11 machine, follow these steps to align their audio devices:
- Open Settings: Type "Settings" in the Windows search bar and click on the Settings application icon.
- Navigate to Sound Settings: Select System from the left-hand menu, then click on Sound in the main panel.
- Align default devices: As a best practice, set both the default output and input devices in the Windows Sound settings to match the devices selected in the Communication Panel. You can find these settings in Communication Panel > User menu > Settings > Audio settings.
Upcoming fixes and additional information
- Cloud customers: After the 25Q4 update, we'll deliver a fix to customers experiencing any audio issues. Once the correction is verified, we'll deploy it to all customers. This action doesn't cause service break.
- On-premises customers: A hotfix will be made available for releases FP21 and FP20 to address this issue.
- Root cause: This issue stems from a change implemented in Chromium-based browsers (including Edge and Chrome) around early August, which impacted how audio devices are handled.
We appreciate your patience as we work to resolve this for all affected customers.
