Mic not working in Five9, No-one can hear me
This guide is intended to be an Agent self-help guide whereby the agent will be able to resolve any issues with their microphone.
There are 3 steps to this guide.
1) Verify Correct Mic Option is Selected:
In Five9, select your name in the top right corner and then select "Settings". From this new menu, select "Audio Devices". Make sure your headset is selected as the device in both dropdown menus and then select "Apply"
Verify if the issue is resolved with an Echo Call.
If you are still unable to perform a successful echo call, then proceed to the next step with Clearing your Browser Cache.
2) Clear Browser Cache:
Make sure you sign out of Five9 first and save any work that you have open in Chrome.
Select the three dots on the top right corner of Chrome. Then select the option "Delete browsing data...".
In this menu, make sure the dropdown box has "All Time" selected and also make sure both boxes are checked for "Cookies and other site data" and "Cached images and files". Once you verify these options are set, select "Delete Data" in the bottom right corner.
Once completed, close out of Chrome completely.
Verify if the issue is resolved with an Echo Call.
If you are still unable to complete a successful echo call, then proceed to the next step and sign-in to a new Windows Session.
A detailed guide for clearing your browser cache can be found here:
https://support.caliberfs.com/support/solutions/articles/19000130211
3) Sign-In to a New Windows Session:
To sign-in to a new Windows Session, sign out of windows first by selecting the Windows Start button, then selecting your name in the bottom left corner of that menu, and finally selecting the "Sign Out" option.
This will take you back to the thin client screen. From there, restart the thin client by selecting "Shutdown" in the bottom left corner and then select "Restart" and confirm.
Once the reboot is completed, sign back in and perform another echo call to confirm if the issue is resolved.
If these steps to not resolve the issue, call the helpdesk line at 913-825-1211.
