Avaya one-X Agent question
Hello!
We have an agent that had no changes recently except a new keyboard…, start to experience an echo on her inbound calls. This only happens on received calls, the agent can’t hear it, the customer can, and it’s only the customers side that will echo. When the IVR or virtual assistant sends an agent a call, even the robot voice will have an echo and the agent does end up hearing that.
So mainly this is bad for our customers and we can’t figure out the problem. On outbound calls she’s fine, on teams calls she’s fine. So we don’t feel like it’s her headset. She’s tried basic troubleshooting with leadership over and over and met with our 1st line IT team.
Has anyone experienced an issue like this and/or is there any insight you can provide?
If I left out anything, feel free to ask so I can clear it up !!!