Troubleshooting Silent Calls

This section describes how to troubleshoot calls that have been reported as being fully or partially silent.

Identify Silence in storm RECORDER

Supervisors only

1. In the DTA Main application window, launch storm RECORDER by clicking the button on the Toolbar.
2. In the RECORDER main application window, select a recording for a call that was reported as being fully or partially silent.
3. In the Player Panel that is displayed, use the buttons in the 'In Focus' section of the panel to determine which recording elements of the call were silent. (A simple incoming or outgoing two-party call is composed of the caller's recording element and the storm user's recording element. Further recording elements are generated each time the call is transferred to another party or storm user.)

See the storm RECORDER Online Help or storm RECORDER User Guide for detailed instructions on playing recording elements.

4. Do one of the following depending on which recording elements were found to be silent.

If this recording element is silent...	Do this...
External party	Content Guru engineers will need to investigate the call. Contact your local support desk. See Further Support at the end of this topic.
storm user	Each user with a fully silent recording element must carry out the following checks on their computer or device until the issue is resolved. Check Web iPath Settings Check The Site Setting Check The Sound Settings on Your Device Test Your Device Without a Headset Note: PSTN-paired telephone users should consult the vendor of their telephony device.

Check Web iPath Settings

Follow these instructions if your voice has been reported as missing in calls you have made or received.

1. In the Toolbar at the left of your DTA main application window, click the  button to display the Settings Window.
2. In the Settings window, select My Telephone Device.
3. Select Web iPath Settings and then check the following:

Check this	Do this...
General Settings	If your DTA application is running in either the Microsoft Edge or Google Chrome browser, check that the Enable Echo Cancellation and Enable Noise Suppression settings are not both enabled. Enabling both options has been known to cause silent call issues.
Device Settings	Check that the devices selected in the 'Microphone', 'Speakers', and 'Speakers for Ringing' drop-down lists match the brand and model of the device you are using. If required, select the correct brand and model from the lists. If the brand and model of your device is not available in the 'Microphone' drop-down list, it is likely that your browser has not allowed access to your microphone. See Allow Media in Your Browser for instructions on how to access your browser settings and to enable microphone access. On allowing access, re-check the 'Microphone' device setting in the Settings window.

4. Close the Settings window by clicking its  button, or by clicking anywhere outside the window within the main application window.

Check The Site Setting

Follow these instructions if your voice has been reported as missing in calls you have made or received.

Right-click the DTA browser tab and check that the site/tab is not muted.

If it is, then unmute it by clicking the Unmute Site command.

Note: the screen image above is as seen in the Google Chrome browser. In the Microsoft Edge and Mozilla Firefox browsers, the command is Mute Tab.

Check The Sound Settings on Your Device

Follow these instructions if your voice has been reported as missing in calls you have made or received.

1.  In the Windows system tray, right click the  button and then select Open Volume Mixer from the context menu.
2. Ensure that the name of the device displayed in brackets at the top of the dialog matches the device name that is displayed in your Web iPath settings.

3. Ensure that the device’s speakers have the volume set to a sufficient level and then close the dialog.
4. Right-click the  button again and then select Troubleshoot Sound Problems from the context menu. Select your device. Click Next and then follow the on-screen instructions. If issues are detected, resolve these as instructed.
5. Re-check the device settings as instructed in Check Your Device Settings. 
6. Right click the  button once again and then select Open Sound Problems from the context menu. In the dialog, ensure that the input and output device selections match the device you are using.
7. Change the Master volume on the slider and listen for an audible sound from the device. Then, tap your microphone and check that the 'Test Your Microphone' slider indicates sound detection. If neither of these are observed, the device may be faulty. If the device is a headset, test without the headset as described below.

Test Your Device Without a Headset

If you have been troubleshooting silent call issues on your headset, follow these instructions on your computer or device.

1. Unplug the headset from your computer.
2. Repeat the checks in Check Your Device Settings for your computer's or device's microphone.
3. Make an outbound call from DTA to test speech.

If audio is transmitted by your computer's microphone, then your headset may be faulty and require replacement.

Further Support

If the issue persists after having followed the procedures in this topic, contact your local helpdesk for support, ensuring that the results of your troubleshooting are included in your request. The team will work with Content Guru engineers to analyse call logs to look for DTA, web iPath service, and headset errors. Call logs are usually checked for three or more calls that occurred within the previous 24 or 48 hours.

If there is an issue with the headset, you will be instructed to engage with your internal IT team who will work with you to check your computer settings including driver updates.