Using Computer Audio For Calls

When WebRTC is enabled for your organization a new option, Audio Connection, will appear in the User Settings of your softphone. Call Me dials your local phone number to establish an agent session as Conquer has done in the past. Computer Audio uses audio from a microphone or headset that is connected to your computer to directly establish the agent session without the need for a local telephony device.

Note: Computer Audio is only available for Salesforce Lightning, it will not appear if you are using Salesforce Classic.

Settings

When Computer Audio is selected, 3 new settings will appear and you'll notice Your Phone Number is gone:

Select a Server - The first setting is for region selection, for most people this can be left on “automatically detect” where we will determine the best location to connect your audio based on your IP address. If you are using a VPN, in which case it's based on the location of the VPN server. If you are having poor audio quality you can try setting your audio to the closest location.

Microphone - Allows you to choose which device you would like to use. You can test your microphone settings by clicking “Test”. Begin speaking once you see the level meter appear. If your device is working, you will see green bars register the input and play your sound back to you. Click “Test” again to end it.

Speaker - Allows you to choose which device you would like to use. You can test your speaker settings by clicking “Test”. A level meter will appear and green bars will register showing playback of a sample ringing. Click “Test” again to end it. If you do not hear the sound, yet see the level meter registering then you will need to check the selected device is working correctly.

Once everything is set up, click Save at the bottom. 

Click Connect to initiate your computer audio connection. 

Note: If you are connected and click "Save", your computer audio connection will temporarily hang up and then reconnect shortly after.

Permission

This is what it looks like when microphone permission is requested:

If microphone permission was previously denied, a red message will be displayed and permission will need to be granted via Chrome. Click the “Lock” icon shown above and use the toggle to enable it.

Making calls

Once you are setup, have given permission and are Connected you can begin making calls.  Whichever tab you are on when you click the connect button is the tab that the audio will be going through.

For best practice choose a tab that will be your audio tab and then navigate around salesforce on a separate tab. Chrome tabs that are actively listening to the agent’s microphone have a “red circle”.

If the dialer is popped out you will see a camera icon in the upper right corner of the dialer window showing your mic is in use, but the tab where the dialer was popped out from will not have the red icon.

Audio Interruption Behavior

Closing a Tab

When you are actively connected with Computer Audio, the tab with the audio stream is marked with the “red circle”. If you close this browser tab, it will force disconnection and you will lose audio.

Refreshing a Tab

If the browser tab with the active audio stream that is marked with the “red circle” is refreshed, audio will be temporarily disrupted during the refresh. Audio will be restored once the refresh is finished.

Duplicating a Tab

Additionally, duplicating the browser tab marked with the “red circle” will cause audio to be temporarily disrupted while the new tab loads. The audio stream will be transferred to the duplicated tab and audio will be restored. This is indicated by the “red circle” mark moving to the newly duplicated tab.

Mute Audio

The Mute Microphone option will work only when your A Leg is connected. Mute will show red when muted and green when not muted. Mute Microphone will work when not connected to an inbound or outbound call for you to mute yourself before a call connects.

Note: Changing networks while actively connected to Computer Audio will cause a disconnection to occur after 30 seconds even though audio will still function during that 30 second window.

Keypad Tones

When you have Computer Audio enabled, the DTMF keypad is shown in order to generate keypad tones for navigating phone trees or any part of the product that require user input like pressing # to save a recording. It shows up next to the Inbound Ready button.

When your A-leg is Disconnected, a tooltip will appear noting that you can not use DTMF when disconnected. Once Connected a number pad will show up as seen below. 

Note: You cannot manually dial out to leads using this keypad.  To manually dial leads, you must use the Dial Pad as outlined in our guide.

Keypad Tones can be used from any active SFDC tab where Conquer Voice is loaded.

Audio Device Failover Behavior

When the input or output device is set to “Default”, Conquer will honor the current operating system’s selected default device. If this device changes or is lost, Conquer will show a toast message and automatically switch over to the new default device. Additionally, if a device was selected that was not default and was lost, a toast message will appear and automatically switch over to the default device.

Network Access

To use computer audio you may need to whitelist multiple IP addresses and a port range. Please refer to our Network Access article for further details.

Computer Audio Best Practices

Most routers have a setting called SIP ALG and it’s often enabled by default. For cloud based VoIP applications to work properly, this setting should be disabled.

We recommend using a wired internet connection since WiFi can be unreliable and impact your experience. Audio issues and even connectivity loss are possible.

VPN/VDI connections may impact functionality including, but not limited to - Audio quality and connectivity issues. 

Firewalls may block Peer - to - Peer traffic and whitelisting may be needed. Reach out to your CSM for further review.

Use a wired headset when possible, as Bluetooth and other wireless devices are susceptible to environmental factors that can impact audio quality.

Audio can also be impacted if the device you are using is resource limited. CPU spikes from other applications on your PC could impact your audio experience, so limit the number of non-essential running applications.