Voice interactions are a critical part of delivering seamless customer support in Sprinklr. As an agent, having a properly configured microphone and audio setup is essential to ensure clear communication with customers and uninterrupted call handling.

If you are setting up voice capabilities for the first time, you may occasionally encounter issues such as:

• Your microphone not being detected

• No audio during calls

• Customers unable to hear you

• Audio device not appearing in the selection list

These issues are usually caused by missing browser permissions, incorrect audio device selection, or system-level configuration problems.

This article covers the following:

• Prerequisites to use voice features in Sprinklr

• Hardware Recommendations

• Enabling Microphone Access at Browser Level

• Grant Headset Permission

• Verify Audio Devices from Audio Settings

• Run the Agent Troubleshooting Tool

Prerequisites

Before using voice features in Sprinklr, ensure the following:

• Your browser has permission to access your microphone.

• A microphone and speaker device are connected to your system.

• You are logged in with an agent role that supports voice features.

Hardware Recommendations

• Do not pair with multiple devices.

• Always connect the Jabra Headphones through Jabra Link. The recommendation is to connect wired headset instead of wireless.

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Step 1: Enable Microphone Access at Browser Level

Sprinklr requires browser-level permission to access your microphone.

1. Open your browser settings.

2. Navigate to Site Settings.

3. Locate Microphone permissions.

4. Ensure microphone access is set to Allow for the Sprinklr site.

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Step 2: Grant Headset Permissions

When an agent connects their headphones, a permission notification will appear on the screen. Agents must click the Grant button in response to this notification to provide the necessary access permissions.

Step 3: Verify Audio Devices from Audio Settings

Once browser permission is enabled, verify your microphone and speaker from the Sprinklr Audio Settings page.

1. Navigate to Audio Settings in Sprinklr.

2. In the Microphone dropdown, the default built-in microphone is selected automatically.

3. If required, select a different microphone or speaker from the available dropdown options.

4. Click the Test icon to verify that your microphone is working.

A successful test confirms that your microphone is configured correctly.

Step 4: Run the Agent Troubleshooting Tool

If you continue to face issues, use the built-in troubleshooting tool to perform a basic microphone check.

1. Open the Agent Troubleshooting page.

2. Ensure your agent status is set to Non-Productive.

3. Run the microphone test from the troubleshooting tool.

   Note: The Agent Troubleshooting tool works only when the agent is in a non-productive status.

If the test passes, it confirms that your microphone is functioning correctly.

These steps help quickly identify and resolve most common audio-related issues for users on Sprinklr.

Related Articles

• Integrating Jabra Headphones

• Integrating Voyager Headphones