Our advisors are using Microsoft machines and the Phone feature in Intercom within the contact centre. A few of them are experiencing issues where their microphones are picking up ambient background noise, which customers can hear.
Has anyone else encountered this issue, and does anyone know how to resolve it? All the devices appear to be set up the same way, and nothing obvious is standing out as the cause.
Hi Charlie!
I’ve heard about this before, however, from what I’ve seen, it’s usually not on Intercom’s side, but rather how Windows/Microsoft handles the microphone.
A few things that usually help, if not done already:
Enable noise suppression or voice isolation in your system audio settings on Windows.
Make sure the mic is close to the mouth and not picking up room noise.
Use Teams-certified headsets if possible. (If you are using a Bluetooth headset, i would recommend testing with the plugged-in ones, and see if there is an improvement.)
Check for Windows updates and audio driver updates.
There’s a good guide on Microsoft’s support pages about reducing background noise in calls that goes into detail on all the settings: Microsoft Teams noise suppression guide.
The thing here is it’s mostly solved on hardware or system level tbh.
Hope this helps!
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