In contact centers, agents using Windows may experience audio issues such as low agent volume during calls, making it difficult for the customer or caller to hear the agent clearly.

These low call volume problems often occur when multiple applications—such as Microsoft Teams, web browsers, and the Voice Console—attempt to access the same audio device simultaneously. This creates contention for the same input/output device (example, headset or microphone), leading to audio degradation.

By default, Windows uses a shared audio mixer that allows multiple applications to play or record audio concurrently. However, when Exclusive Mode is enabled, a single application can take full control of the audio device, bypassing the shared mixer. This can result in instability and poor audio quality during voice calls, particularly with platforms like Sprinklr.

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Disabling Exclusive Mode allows better sharing of the audio device across applications. This adjustment can resolve low call volume issues from the agent’s side, enabling customers to hear agents more clearly and significantly enhancing the overall call experience.

Steps to Disable Exclusive Mode in Windows

Follow these steps to disable Exclusive Mode for your audio devices:

1. Go to Control Panel and then select Hardware and Sound.

   

2. Under Sound, select Change System Sounds.

   

3. In the Recording tab, select your active microphone device and then select Properties.

   

4. Go to the Advanced tab.

5. In the Exclusive Mode section, clear the same two checkboxes:

   • Allow applications to take exclusive control of this device

   • Give exclusive mode applications priority

     

6. Select Apply and then click OK.

Repeat the above steps for your Playback device/Headset under the Playback tab.

Best Practice for Contact Centers

Keep Exclusive Mode disabled for both your microphone and headset when using Sprinklr Voice. This ensures consistent, high-quality audio and prevents sudden disruptions or distortion during calls.

If you use other desktop softphone or conferencing applications—such as Zoom or Microsoft Teams—and they are not active while using Sprinklr Voice, you can enable Exclusive Mode for those applications separately if required.

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