Symptoms
Agents may experience inconsistent audio behavior or a complete loss of phone functionality within the Communication Panel. These issues often occur when the agent has the Communication Panel open in more than one browser tab or window simultaneously. Common symptoms include:
One-way audio (the customer can't hear the agent, or vice-versa)
The phone fails to connect calls
The Communication Panel becomes unresponsive to call control commands
Cause Running multiple instances of the Communication Panel in different browser windows or tabs is not a recommended or supported configuration. Each browser window manages hardware permissions, such as access to the microphone and speakers, independently. When multiple Communication Panel instances are active, the browser can struggle to determine which window has the "focus" or primary control over the audio device. The problem is especially likely to occur if one of the browser windows does not have the necessary permissions to use the microphone. This conflict can prevent the telephony system from functioning correctly, as the audio stream does not have a stable, single audio path.
Solution If an agent needs to use the Communication Panel in a separate window from another application (like a CRM), they should use the dedicated pop-out feature. This function is designed to open the panel in a new window while maintaining a stable session and clear control over audio devices.
How to use the pop-out feature Instead of opening a new browser tab and loading the Communication Panel manually, agents should locate and click the pop-out icon within the Communication Panel interface. This action launches the Communication Panel in a new, separate window that is correctly linked to the primary session. This method is the official, supported way to work with multiple windows, for example, when using an embedded view like "My Conversations" within a CRM and having the full Communication Panel open alongside it. By using this feature, you ensure that audio controls are managed correctly, preventing the conflicts that arise from running multiple independent instances.
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