CCP Sound Issues

CCP Sound Issues

Do you have a USB Headset? It looks like a rectangle at the end of it.

If it is a USB headset, please follow the steps below. If its not a USB headset, you will need to use a USB headset or else you will have audio issues.

Below are two options to fix your issue:

Option 1

Step 1: Click the browser lock > click site settings > make sure microphone, pop-ups and redirects, and notifications are allowed for Salesforce and CCP.


Step 2: Click the browser lock > click site settings > Privacy and security > cookies and other site data is allowed for all cookies for Salesforce and CCP. 


Step 3: Refresh your internet tabs or close all your internet browsers and reopen them and try to take a phone call. 

Option 2

Before connecting to Global Protect, verify your USB headset is properly connected to your computer. Plug the headset USB connector into the USB port. Your computer should recognize and configure the headset for use and may display a notification message in the lower right corner when ready. If the USB headset is not working properly, try plugging it into a different USB port on the back of your computer.

The next step is verifying USB headset has been recognized and audio and microphone are working properly.

Right-click the Speakers icon on the taskbar,



and then select Open Sound settings. 



Verify Output and Input device is selected (if needed change it to the correct device). Verify the devices arent muted. Then test your microphone. 





If your still having issues, open a ticket by using the Bot in the bottom right hand corner, select DESD - Tech Support, and follow the prompts. To avoid confusion, please do not open more than one ticket. 


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