LiveAgent Best Practices & Troubleshooting
Recommended settings for Live Agent call center plus tips for common issues.
Web Browser:
Google Chrome is the recommended web browser for use with LiveAgent. If you are using Microsoft Edge, Mozilla Firefox, or Safari and are experiencing issues, please try using Google Chrome to rule out browser issues.
If you are experiencing issues with call audio, be it quality or lack of a ring for calls: please be sure to close out non-critical browser tabs and applications, particularly other sources of audio such as internet radio etc.
Chrome Settings:
Verify that LiveAgent has permission to access your Microphone in Chrome settings:
1) Click on the three dots in the top-right and select Settings.
2) Type microphone into the search box and select Site Settings from the results.
3) Scroll down and select Microphone.
4) Verify that the correct device is selected as your Microphone, that the “Sites can ask to use your microphone” option is enabled, and that https://jhup.ladesk.com:443 is listed under the “Allowed to use your microphone” section.
5) If https://jhup.ladesk.com:443 is in the “Not allowed to use your microphone” section, click the trashcan to remove it. If it is not listed at all, you should be prompted to allow access to your microphone upon opening/logging into LiveAgent. Click the Allow button on the prompt when you see it.
Windows Sound Settings:
Disable Unwanted Settings:
1) Open Control Panel, ensure View by: in the top-right is set to Large or Small icons, click Sound, then navigate to the Recording tab.
2) Right-click on the desired microphone and select "Properties."
3) Open the "Advanced" tab and uncheck the boxes next to "Allow applications to take exclusive control of this device", "Give exclusive mode applications priority", and “Enable audio enhancements”.
4) Click "Apply" and "OK" to save changes.
5) Navigate to the Communications tab.
6) Select “Do nothing” for “When Windows detects communications activity”.
7) Click "Apply" and "OK" to save changes.
Headset Use:
It is recommended to use a headset rather than the laptop’s integrated microphone, when possible, for better sound quality and less opportunity for background noise to interfere with call quality.
Common Troubleshooting Tips:
- If you encounter audio issues with calls in LiveAgent, the first thing to try is a Teams call. This will indicate whether there is an issue with your headset or not (if it works in Teams, the headset is good).
- Close any unnecessary programs and browser tabs to free up memory.
- Run an internet speed test to make sure your internet connection is not slowing down/dropping periodically, which can result in many different call quality issues. Compare the results to the advertised speed you are paying for and reach out to your ISP it is drastically lower than it should be. Note that some slowdown from being on the VPN is expected. We typically see issues develop below the 50Mbps threshold (though this is not a set-in stone limit), so if you see that or lower, you may wish to consider having your ISP troubleshoot your connection and perhaps upgrade to a faster plan if possible.
- Initiating a Teams call, leaving it open, and initiating an Internal Call in Live Agent (hang up both after sound is restored) has sometimes resolved issues with hearing the customer/the customer hearing the agent.
- Some intermittent issues with LiveAgent can be resolved with a restart of the computer.
- If your computer is having sound problems everywhere (not just LiveAgent) please submit a ticket to the Central IT HelpDesk at campus (410-516-HELP or an Incident Ticket via my.jh.edu)
- If your headset needs to be replaced, email JHUP_IT_SUPPORT@jh.edu .