---
title: "Resolve audio and headset issues in Contact Center Pro"
slug: "resolve-audio-and-headset-issues-in-contact-center-pro"
updated: 2026-05-15T12:31:53Z
published: 2026-05-15T12:31:53Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resolve audio and headset issues in Contact Center Pro

## Problem

When you experience audio or headset issues during calls, this is often caused by how you log in, network, browser settings, and how the headset is set up.

## Solution

Follow these steps to troubleshoot and resolve audio and headset issues.

### Check your login method

Ensure you're logged in through Enterprise Hub—not through [go.servicetitan.com](http://go.servicetitan.com). The GO environment is not compatible with Contact Center Pro and can lead to issues with audio and microphone performance. This may also prevent actions you take in Contact Center Pro from syncing with your ServiceTitan account.

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-mvska9yb.png)

> [!NOTE]
> **Note:** For the best experience, we recommend using Google Chrome as your browser.

### Clear your browser cache

1. On your *Chrome* browser, go to Contact Center Pro.
2. Log out of your account.
3. At the top right, click **More**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png)**** and then **Delete browsing data**.
4. On the new screen that opens, select **Advanced**.
5. From the *Time range* dropdown, select **All time**.
6. Select **Cookies and other site data** and **Cached images and files**.
7. Click **Delete data**.
8. Close all *Chrome* windows.

![Clear your browser cache](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-i00yeval.png)

> [!WARNING]
> **Caution:** Ensure to fully close your browser window at the end of each day.

### Verify site settings for Contact Center Pro

Your browser might be blocking features that affect sound. Follow these steps to make sure Chrome allows everything Contact Center Pro needs to work.

### Adjust permissions

1. In Contact Center Pro, click **View site information** next to the site URL.
2. Select **Site settings**.
3. On the *Permissions* screen that opens, select **Allow** for the following site permissions:
  1. Microphone
  2. Pop-ups and redirects
  3. Background Sync
  4. Sound
  5. Notifications

> [!WARNING]
> **Caution:** Do not leave any of these permissions set to *Ask (default)*. This can interrupt calls or cause audio issues if Chrome tries to request permission mid-session.

![On the Permissions screen, select Allow for the site permission ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-97g08ivo.png)

### Unmute the tab

1. Right-click the Contact Center Pro browser tab.
2. Select **Unmute site** if it's muted.

![On CCP browser tab, click Unmute site](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-3foif5qi.png)

### Resolve headset issues

If your headset isn't working right, it may be a hardware or connection issue. Rule out the headset directly.

### Wired headphones

1. Remove headset/replace to rule out any damaged cords.
2. Change the headset to a different one.

If the new one works, your original headset may be faulty or your computer settings may need adjusting.

### Wireless headphones

1. Ensure the headset is not connected to another device.
2. Use a dongle for a more stable connection.

> [!TIP]
> **Tip:** A headset dongle, typically a USB adapter, enhances the functionality and reliability of wireless headsets, providing a more stable and higher-quality connection.

1. Uninstall any other headsets linked to the computer.
2. Unpair and re-pair the headset to your computer.

### Check for software updates

Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates.

- For a Poly device, install the [Poly Lens](https://www.poly.com/gb/en/products/services/cloud/poly-lens/app) software and check for updates.
- For a Jabra device, download the [Jabra Direct](https://www.jabra.com/software-and-services/jabra-direct) app and check for updates. ![Check for Jabra updates](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-1wuvndeq.png)

> [!NOTE]
> **Note:** If it's not a Poly or Jabra headset, search the make/model update to see if there's an available software update for it.

### Check your computer sound settings

Access sound settings in your computer and ensure the correct headset is selected. For a quicker fix, first try selecting your device directly in Contact Center Pro: click the dropdown arrow (▾) next to the mute button and choose the correct **Microphone** and **Speaker** from the Audio/Media settings panel. Use **Test Microphone** and **Test Speaker** to verify each one. If that doesn’t resolve the issue, check your OS sound settings below.

![Audio settings for MacBook Pro with microphone and speaker options displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/2026-05-15_15-44-19.png)

### On Windows

1. Go to **Start > Settings > System > Sound.**
2. Set your preferred headset for both **Output** and **Input**.
3. In *Input* settings, look at Input volume while speaking.
  1. If the bar moves while you speak, your headset is working properly.
  2. If you don't see the bar moving, go to *Microphone test* and select **Start test**.
4. Go back to the **Sound** tab.
5. In the *Advanced* section, click **More Sound Settings**.
6. Under the *Communications* tab, select **Do nothing**, then click **Ok**. ![Under the Communications tab, select Do nothing, then click Ok](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-pq36z7ae.png)

### On Mac

1. Go to the **Apple menu > System Settings**.
2. In the side panel, click **Sound**.
3. In the *Output* section, select the correct headset and make sure it's highlighted.

![In the Output section, select the correct headset and make sure it's highlighted](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-hn66gz6r.png)

### Run the ServiceTitan Network Test

If multiple users with different headsets are having issues, run the ServiceTitan Network Test. It provides a detailed assessment of your network quality—far beyond what a basic internet speed test can offer.

> [!NOTE]
> **Note:** To ensure accurate results, run the Network Test on the same network used by the affected employees. If employees are working remotely, each person must run the test individually from their own home network.

To run the Network Test:

1. Go to the [ServiceTitan Network Test](https://servicetitan.visualware.com/) webpage.

> [!NOTE]
> **Note:** If you're unable to access the test page, download the tool on your computer and try again.
2. In the **Concurrent Calls** field, enter **10** or the number of agents using the network, whichever is higher.
3. In the **Company Name** field, enter your business name.
4. In the **First & Last Name** section, enter your full name.
5. Specify the **Test Location**.
6. When finished, click **Start VoIP Assessment**. ![On the Network Test screen, click Start VoIP Assessment](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-audio-and-headset-issues-in-contact-center-pro-image-n3p3mfev.png)
7. If the test results indicate network issues, contact [Technical Support](https://go.servicetitan.com/#/ask) and share your Network Test results to help speed up the troubleshooting process.