If you're experiencing issues when placing calls from Adversus, we're walking you through potential solutions on the matter.
The sound settings in the dialer are not set correctly
It's always a good idea to check your sound settings in the dialer as a first thing.
Choose More in the top right corner of the dialer and select Sound settings.
Choose which microphone and loudspeaker you wish to use in the pop-up box.
How to allow Adversus access to your microphone?
Select the padlock in the URL bar. It's located on the left side of the URL.
Find Microphone and allow app.adversus.io access to using it.
If the problem persists after you've permitted access to the microphone, make sure your headset is connected correctly to your computer. Do that by checking the audio settings on your computer and see, if the headset appears in the overview.
Why is the audio quality poor in Adversus?
If your leads/customers are complaining about the sound on calls being "scratchy", it can mean several things.
You may receive the error message Packet loss which means that we lose audio packages (not all parts of the audio are sent) due to unstable internet
If you receive the error message High latency, we experience a delay between the sound between the agents and the lead/customer. It means that there can be an overlap between what is being said on the call. This is also caused by unstable internet connection. Let's look at the possible culprits:
WiFi connection
We often experience that the issue is caused when you're connected to a WiFi connection. We always recommend to use a wired connection. Furthermore, you must ensure that the WiFi is turned off on your computer, if you're using a wired connection.
Office community
If you're working from a shared office space, there's often a big difference as to how many people use the network simultaneously. Therefore, the quality of the sound may vary.
Firewalls
Some firewalls, both in Windows or through antivirus programs (AVG, McAfee, etc.), can block sound. Therefore, we recommend that they are disabled/removed, if you experience poor sound quality.
Wireless headsets
To ensure the sound is clear, we recommend to use wired headset - also to make sure that there is no loose connection in the headset.
Why isn't there any sound in Adversus?
First, try switching browser, e.g., if you're using Chrome, then switch to Firefox or vice versa. Remember to update the browser, if it's not up to date.
Check if the headset is working by playing audio from other platforms, e.g., a YouTube video. If you don't hear any sound, the headset is not properly plugged in or not at all.
Check the headset settings:
Mac
Go to system settings and choose Sound.
Check that the sound output is set to play from the headset (in this example, we're using a Jabra Pro).
Remember to also check the sound input is also set to your headset. You can check if the sound is registered by saying something. The input volume will move if the headset registers.
Windows
Go to control panel and choose sound.
Find playback devices and recording devices, and make sure to select your headset. All others have to be disabled. Check if there's sound in the headset by right-clicking on your headset and press test. If it's connected correctly, a sound will be played in your headset.
If the sound output is working, test if your headset can record audio. In the taskbar (bottom right corner), right-click on the sound icon and press recording devices. Make sure that your headset is set as the standard device and all others are disabled. Check if the headset is recording sound by talking into the headset. It will be recorded in the green bars to the right of your headset.
If this doesn't solve your challenge with sound, it can potentially be your network that blocks the sound. First, try to connect to a different network to check this (possibly a mobile network).
If you succeed on a mobile network, it's the firewall in your router that's blocking. Here, you need to enter and open ports in your router. There's a guide to doing so right here. If you have any questions, you can get in touch with your internet provider to obtain a public IP address.
It may also be the firewall on your computer that blocks the sound. Therefore, you need to examine the firewall(s) on your computer and ensure it doesn't block.
If you're still experiencing issues, please get in touch with our support team.