Webphone Notifications for Technical Issues

For an agent to use the webphone, AVOXI must have access to that user's audio devices.  This includes the microphone and speaker for talking and listening during a call.  For the best AVOXI experience, a supported browser should also be used.  If any of these conditions are not met, a notification will display on the webphone alerting the user of the issue and how to resolve it.

Audio Devices

The first issue that can occur is AVOXI not finding an audio device.  In this case, an 'Audio device not found' notification will display on the webphone.  Because it is not possible to use the webphone without resolving this issue, the notification will stay in the webphone until the audio device is set up.  

A link to an article that details the steps to update the audio device is provided in the notification and can be found here: Setup your headset on Windows and Mac


Microphone Access

The next issue that can occur is AVOXI not having access to the microphone in the browser settings.  A 'Grant microphone access' notification will display for this issue and a button to show the browser permission prompt will be included in the notification.  Once this button is selected, the browser will ask the user to Allow or Deny access.  As long as access is allowed, the issue will be resolved and the notification will be removed.  If the access is denied, the notification will stay in the webphone since it is also not possible to use the webphone without access to the microphone.  

A link to an article will be provided in the notification with more information on allowing microphone access and can be found here:  Setup your Browsers to work with AVOXI


Browser Compatibility

The final issue that will produce a notification is an incompatible browser.  AVOXI supports Chrome, Edge, and Firefox, and if another type of browser is being used it can impact the quality of the experience.  Since using a different browser does not necessarily prevent the agent from making or receiving calls, although it may in some cases, the notification can be closed.  

It is highly recommended that a supported browser is used and a link to an article that provides additional information is provided in the notification and can be found here: Setup your Browsers to work with AVOXI


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Updated:

May 20th, 2021

Author:

Carson Grimes

Updated By:

Louise Ross

KB ID:

849913

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888

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