Google Chrome microphone permissions

Validate correct microphone permissions for Google Chrome

Operating System microphone permissions

Validate correct microphone permissions for the Operating System

Chrome Browser Logs

Gather Chrome console and network logs for advanced troubleshooting

Packet Capture Guide

Gather packet capture data for connectivity and audio issues

WebRTC Internals Logs

Gather webRTC-internals logs from Google Chrome for audio issues

Chrome Net-export Logs

Gather advanced application logging for Google Chrome

• Microphone not available or plugged in

• Microphone not allowed by browser or OS privacy settings

• Sharpen Q phone not connected to Sharpen WebRTC infrastructure

• Validate physical connection of headset or microphone

• Validate/update audio driver for device handling microphone

• Choose appropriate audio device for mic input from OS input chooser

• Allow access to microphone through OS for specific apps

• Allow access to microphone through browser for specific pages

• Validate/set the appropriate microphone in browser

• Validate ports necessary for WebRTC are open

• Work with SharpenCare to confirm healthy operations of WebRTC and Voice Processor infrastructure

• Microphone not available or plugged in

• Microphone not allowed by browser or OS privacy settings

• Sharpen Q phone not connected to Sharpen WebRTC infrastructure

• Validate physical connection of headset or microphone

• Validate/update audio driver for device handling microphone

• Choose appropriate audio device for mic input from OS input chooser

• Allow access to microphone through OS for specific apps

• Allow access to microphone through browser for specific pages

• Validate/set the appropriate microphone in browser

• Validate ports necessary for WebRTC are open

• Work with SharpenCare to confirm healthy operations of WebRTC and Voice Processor infrastructure

• Agent output device/speaker set incorrectly in OS

• Agent output device/speaker faulty or disconnected

• Remote side device fault

• Remote side carrier service interruption

• Sharpen voice infrastructure interruption

• Validate output device is set appropriately in OS settings

• Replace audio output device

• Retry call and consult with remote end to work correct their device

• Retry call and consult with remote end to resolve issue with their carrier

• Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure

• Agent input/microphone not configured correctly in OS

• Agent input/microphone defective

• Remote side audio device not configured correctly

• Remote side audio device defective

• Sharpen voice infrastructure interruption

• Validate input device/microphone is properly configured in OS

• Replace input device/microphone

• Retry call and consult with remote end to work correct their device

• Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure

• Remote side carrier service interruption

• Remote side device fault

• Agent ISP service interruption

• Agent local network service interruption

• Agent browser interruption

• Agent workstation interruption

• Agent audio device interruption

• Sharpen voice infrastructure interruption

• Re-engage with party for which dropped call occurred. Determine whether this was expected or unexpected on their end.

• Inquire with agent’s ISP to determine whether there was a known outage at the time of the unexpected event.

• Validate local network equipment uptime and performance statistics. Determine whether competing local network activity such as streaming/gaming/heavy downloading occurred at the same time.

• Validate browser operation. Are web pages responsive or slow to load? Confirm the browser tab did not freeze or consume system resources.

• Validate user workstation has available resources. CPU, Disk, or memory exhaustion which interrupt timely functions can cause our webRTC connection to drop. Adding memory or upgrading the workstation may be necessary.

• Validate audio device (microphone/headset) did not experience a disconnect or fault. Sometimes, especially with usb connected devices, a brief disconnection can cause the OS and browser to loose knowledge of the device, and drop the call.

• Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure. We may ask to retrieve browser logs (if available) to more specifically identify the issue.

• Carrier service latency

• Agent ISP service latency

• Agent local network latency

• Agent browser degradation (memory exhaustion)

• Agent workstation degradation (CPU/memory exhaustion)

• Sharpen voice infrastructure degradation

• Call the remote party back. Is the experience consistent, and does it happen when called from a non-Sharpen phone? If so, it can be concluded that the delay is on the remote end.

• Open a request with the agent or organization ISP(Internet Service Provider). While ISPs can sometimes be slow to reveal information to confirm interruption, the best ammunition we have is timely reports. If something has gone beyond 24 hours from the impact, we’re not likely to get the information we need. Make sure to be specific with impact and ask very clearly whether any interruptions occurred.

• Open a request with the local network team. Power exists in numbers. If this impacted many agents on the same network, there’s a higher likelihood the issue exists within the local network.

• If suspecting workstation degradation, leverage the agent’s operating system resource monitor to validate sufficient memory, CPU, and disk exists. While there’s no specific rule here, if any of these resources is encroaching on 80% utilization, it would be best to increase availability.

• Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure. We may ask to retrieve browser logs (if available) to more specifically identify the issue.

• Carrier service degradation

• Agent ISP service degradation

• Agent local network degradation

• Agent browser degradation (memory exhaustion)

• Agent workstation degradation (CPU/memory exhaustion)

• Sharpen voice infrastructure degradation

• Much like delay, its worth calling the remote party back. Is the experience consistent, and does it happen when called from a non-Sharpen phone? If so, it can be concluded that the source of the choppiness is on the remote end. If not, something may be occurring locally, or within the Sharpen service.

• Open a request with the agent or organization ISP(Internet Service Provider). Validate whether packet loss to your endpoint is being witnessed. While ISPs can sometimes be slow to reveal information to confirm interruption, the best ammunition we have is timely reports. If something has gone beyond 24 hours from the impact, we’re not likely to get the information we need. Make sure to be specific with impact and ask very clearly whether any interruptions occurred.

• Open a request with the local network team. If this impacted many agents on the same network, there’s a higher likelihood the issue exists within the local network.

• If suspecting workstation degradation, leverage the agent’s operating system resource monitor (Activity Monitor on MacOS, Task Manager on Windows) to validate sufficient memory, CPU, and disk exists. While there’s no specific rule here, if any of these resources is encroaching on 80% utilization, it would be best to increase availability. Your workstation’s inability to process in a timely manner could be preventing the processing of audio packets.

• As always, if you’re unable to determine the source of the problem locally, there’s a chance Sharpen infrastructure may not be doing what we expect. Please open a SharpenCare request and we can investigate the health of our resources.

• Electromagnetic Interference

• Faulty power connection for audio device

• Faulty device connection

• Damaged cabling

• It seems elementary, but if you’re getting static, start moving cables and reconnecting devices. Physical interference requires physical changes to address. Sometimes cables get old, connections get loose, and wires get dusty.

• Try a backup device. Does the same issue happen even when you switch the headset out? Keep tackling the devices in a systematic order, ruling out devices as you go.

• Acoustic Interference

• Microphone/speaker gain/volume configurations

• Poor internet connection

• Faulty microphone/speaker

• Validate you’re in an acoustically sound room. Rooms with reflective materials can send audio right back to your mic and cause echo.

• Make sure your microphone isn’t too hot, and that your speaker volume isn’t too loud. If you get this combination too exagerated, you’ll experience echo and/or feedback. While there are no officially endorsed call tests, performing a web search for “echo test call” will yield results that allow you to validate whether your environment is causing echo.

• Upgrade your internet connection. If your internet connection is lacking bandwidth you may be experiencing echo.

• If no other options are working replace or try a backup device to see if the issue continues.