Deep Thoughts from the DoNS

[#1]

Today there are all types of headsets.  Wireless, bluetooth, gaming, USB and telephone headsets are all in play and as telephones, cell phones and computers continue to merge,  we will see all of these headsets engaged or being used in making phone calls.  Obviously, headsets are great devices that enable us to talk and communicate with others while keeping our hands free and they do not require us to develop a kink in our necks while we do it.   That said, headsets are a common source of audio problems. Lets discuss a few of them.

Problems caused by headsets include:

1) Low volume  - this can be as simple as adjusting the microphone, or the volume control on the headset.

2) Beeping, and dead air or other voice quality issues can be the result of low batteries.  Battery failure is a common problem because we tend to forget they are   

     there.

3) Echo can be caused by having the volume on the headset adjusted to be too high or too loud.

4) Static and noise can be caused by inferior headsets, incorrect option settings, faulty wires or loose connections,  and interference from other electronic devices. 

     We have even had agents complain that they can hear their own breathing.

5) Confusion between headsets and handsets.  Often a telephone headset adaptor will allow the use of both a handset and a headset at the same time.  We have

     seen cases where the agent thought that they were using the headset, and the adaptor box was set for the handset.  In that instance, the agent heard nothing or

     dead air while the caller could faintly hear the agent speak as the handset microphone was able to pick up the agents voice.   A similar problem can occur when

     the agent does not realize his headset is muted.  In that case the agent will be able to hear the caller, but the caller will not hear the agent.

We recommend using a high quality headset.  Keep your batteries fresh, be aware of noise sources, both audible and electronic and make sure you properly adjust all settings and options for your environment.  Finally, if you are having any of these problems, try switching to a regular handset.  If the problems clear up, then you will know that the problem is being caused by your headset.  That will allow you to properly focus your trouble shooting attention on the headset.   If the handset does not resolve the issues, you should contact both your phone vendor and the inContact technical support team and report the issue. 

For more information on trouble shooting headsets, use the Internet and look up 'Troubleshooting headset problems'.