ACAW - Change audio device

Steps to Change Audio Device Settings in the CCP: 

1. Open Settings: 

• In the CCP or agent workspace, click the Settings icon (located in the upper right corner). The Settings dialog box will appear. 

2. Select Audio Devices:

• Under Audio devices, use the dropdown menus to select your preferred Speaker, Microphone, and Ringer. 

Prerequisite: Allow Browser Microphone Access 

Before changing your audio device settings, ensure your browser has permission to access your microphone. This allows the device list to populate in the CCP. If you have not done this yet, follow the instructions for your specific browser: 

• Chrome 

• Edge 

• Firefox 

Firefox Limitations 

When using Firefox, you can only change the microphone setting via the CCP due to browser limitations. To change speaker and ringer settings, use your operating system's sound device settings. Note that both speaker and ringer audio will come from the same device. We recommend using another supported browser for full functionality. 

Troubleshooting Audio Device Issues 

If your audio device is not working as expected, try the following tips: 

1. Check Connections: 

• Ensure your headset is properly connected to your desktop. 

2. Disable Windows Exclusive Mode: 

• Ensure Windows exclusive mode is not enabled. (How do I turn off Exclusive-Mode for a Windows audio playback device?). 

3. Check Device Status: 

• Ensure the device is not muted or disabled in your operating system settings. For Windows computers: 

• Press Windows + I to open Settings. 

• Click System, then Sound in the left navigation pane. 

• Scroll down and click Microphone privacy settings. 

• Under Allow apps to access your microphone, set the toggle to On.