Setting audio device for calls in Agent Workspace

If enabled for your account, you can choose the audio device calls are delivered to by Agent Workspace. You can receive calls on either your computer — using your computer speakers or headset, for example — or a physical device — such as your desk or mobile phone.

To set your audio device, open Quick settings. For information about accessing quick settings, see Configuring quick settings in Agent Workspace. In the Audio device section, select one of the available options: Computer or Physical device. Depending on your choice, you may need to make additional changes.

Computer

If you select Computer, Audio settings appears.

To configure optional various settings for receiving and working with calls on your computer, click Audio settings. The available options appear in a new browser tab. For information about configuring the audio settings, see Setting up WebRTC for Agent Workspace.

Physical device

If you select Physical device, Telephone number appears.

In Telephone number, type the number you want incoming calls delivered to.

When you have finished configuring your chosen audio device and associated settings, click Save. Next time you receive an inbound call, Agent Workspace will deliver it to the audio device you select; this option will also be used next time you make an outbound call.

Allow softphone

If you select to use a computer in Agent Workspace, the first time you use it, your browser might ask permission to use your device's microphone. In all supported browsers, Allow and Block buttons appear. Click Allow.

You can change audio device whenever you need to. Your supervisor can also switch devices for you. For information for supervisors to change audio devices for your account, see How do I enable an agent user to use WebRTC and, optionally enable auto-answer? in Configuring individual users. Whether you or your supervisor changes your audio device, the two methods have the same effect; updating one will change the other.