Agents continuously hear a clicking sound during calls.

Overview

Agents are hearing faint clicking noises during conversations with customers. Customers can also hear the same noise resulting in poor agent / customer experience.

Root Cause

When utilizing the CXQM feature, white noise are played during the call to keep the SIP connection leg up. Please ensure to mute the recorder when enabling CXQM to ensure agents or customers do not hear clicking noises during calls.

User Guide