/
CXone Headset Troubleshooting

CXone Headset Troubleshooting

Objective: Refer to this troubleshooting manual if you encounter problems with your headset. It's crucial to ascertain whether the issue lies within the CXone browser configuration or your PC.

 

PC Troubleshooting

To identify whether the problem pertains to CXone or your PC, initiate a call using MS Teams and verify the functionality of your headset within the MS Teams environment.

If the person on the other end cannot hear you via MS Teams, it indicates a problem with either the PC settings or the headset. Ensure that your headset is properly plugged in, and you might consider trying a different port for connectivity.

Ensure that you've chosen the playback device that matches your device's name.

If you've verified all settings but continue to encounter problems, attempt using an alternate headset. If none of the troubleshooting steps resolve the issue, even after testing with a different headset, contact IT support for further assistance as this might be a hardware-related problem.

CXone Troubleshooting

If you managed to communicate effectively via MS Teams but are still encountering problems with CXone, then within Max, select the microphone icon positioned at the upper right corner of the Max Console screen.

Click on Manage

In the Microphone settings, ensure that your device's name is the one chosen. Utilizing multiple devices can alter your default settings, hence it's crucial to select the specific device you'll be using for communication.

  • The Chrome browser might prompt you to grant CXone access to your microphone. To prevent any issues, choose "Allow."

  • Exit the Chrome Settings window and try placing an outgoing call to another agent to verify if the troubleshooting has been effective.

  • If the issues persist, kindly contact your supervisor to escalate this matter.