Headset Issues

Overview

If you can hear your caller perfectly but they report total silence on your end, your "outbound" audio path is being blocked. These are the most common fixes if this happens to you:

1. Browser permissions must be changed

2. Your Headset is muted

Follow these steps to resolve the issue:

Step 1: Follow the Instructions on Hooked

Before you switch to "Available for Calls", Hooked will run a quick audio check to test if you can make calls. If an agent passes, they'll automatically be sent to queue. However, if they fail the check, they'll be thrown into a Paused state until they can fix what's wrong. Luckily, these issues can be fixed within the Hooked Dashboard.

Here are some of the issues you can fix through Hooked and their quick fixes:

• No Microphone Found: Plug in your headset or choose another microphone.

• Microphone Blocked: Click the lock in the address bar, set Microphone to Allow, then check again.

• We Can't Hear You: Your headset is connected, but its silent. Check its mute switch.

Once their complete, you should be ready to take calls. Try toggling to "Available for Calls" to be entered into the queue.

Step 2: Browser Permissions After System Updates

If Hooked still can't pick up your audio, here are a few other tips you can use to fix the issue.

After an update, browsers can “forget” permissions you’ve set up. Here are some common fixes you can use:

Microphone Privacy Settings

1. Open the Settings menu

2. Navigate to the Privacy & Security option in the left column

3. Under App Permissions, select Microphone

4. Ensure the Microphone access is toggled “On”

5. Check that your web browser is Allowed

Site Settings Icon

1. Click the Site Settings icon in the address bar (located next to the “Hooked” URL)

2. Check if the Microphone setting is toggled to Allow

3. If it isn’t set to Allow, click the arrow icon to the right of the Microphone permissions toggle

Site Reset

1. If your Site Settings are correct, click Reset Permission

2. Refresh the page

3. Click Allow when the pop-up reappears

Step 3: Set Your Headset as the Primary Device

Often, computers send audio to your headset but receive audio from another connected device (such as a built-in webcam or microphone). Here’s how to fix it:

In-Browser Settings

1. Locate your Settings in Chrome

2. Check that your Input/Microphone is set to headset and not “System Default”

Windows Sound Settings

1. Open your Computer Settings

2. Right-click the Speaker Icon in your Sound Settings

3. Select the headset under Input

4. Speak into the mic; you should see the “Test your microphone” bar moving

Step 4: Pairing Multiple Devices

If you’re using your everyday headphones as your primary headset for Hooked CRM, you will need to unpair or disable the Bluetooth on your other device. If this other device is your personal phone, simply unpair it from your Bluetooth settings or toggle off Bluetooth on your phone.

Step 5: Disable "Exclusive Mode" — Windows Only

Some apps, like Zoom or Teams, try to “take control” of your headset, preventing the Hooked dialer from using the microphone simultaneously. This is an issue that only Windows users have to worry about. Here’s how you can fix this:

1. Search for the Control Panel on your computer and open the application

2. Using the search bar, find the Sound setting

3. Click the Recording tab, right-click your headset, and select Properties

4. Use the Advanced tab

5. Uncheck “Allow applications to take exclusive control of this device”

6. Click Apply and restart your browser

Still not working?

If you’ve completed these steps and callers still can’t hear you, take a screenshot of your Sound Control Panel and send it to the Support Team.