Mandatory Workflow Change
This change will automatically apply to all customers with this release. Review the new workflow and update your team training materials before the release date.
This new feature lets you view, select, and test your microphone and speaker devices directly from the Contact Center Pro call bar so you can prevent and fix audio problems without leaving the app.
What's new?
Before, CSRs had no way to check or change their microphone or speaker from within Contact Center Pro. If the wrong device was selected or permissions were blocked, the only option was to leave the app and troubleshoot through browser or operating system settings. This often led to dropped calls or poor audio quality with no clear guidance on what went wrong. Now, a new audio and media settings panel is available directly from the call bar in Universal Inbox. You can select your preferred microphone, speaker, and ring output device, test them on the spot, and see warning banners if something needs attention, such as blocked permissions or a missing device.
Resources
Before and after
Before (Current)
You answer a call, but the caller cannot hear you.
You minimize or leave Contact Center Pro to open your browser settings or operating system sound preferences.
You search through your device list to find and select the correct microphone or speaker.
You return to Contact Center Pro and hope the change took effect, with no way to confirm from within the app.
Impact: Audio issues disrupt live calls. CSRs lose time navigating away from their workflow, and callers experience silence or poor audio quality. There is no in-app guidance when permissions are blocked or a device is disconnected.
After
You open the call bar in Universal Inbox and click the microphone or mute control to access the audio and media settings panel.
You select your preferred microphone, speaker, and optionally a separate ring output device from the detected devices. Selections apply immediately.
You click the test button to play a sound through your selected speaker, and speak to verify your microphone input using the visual level indicator.
If a device is missing or permissions are blocked, a warning banner tells you exactly what to do, such as allowing microphone access in your browser or connecting a device.
Impact: CSRs resolve audio issues in seconds without leaving Contact Center Pro. Warning banners provide clear, actionable guidance before problems affect a live call. Callers experience fewer audio disruptions.
Who uses this feature
All business types
Administrators, CSRs, Dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A CSR answers a call about a broken furnace, but the homeowner cannot hear them. The CSR opens the audio settings panel, sees that the wrong microphone is selected, switches to their headset mic, and continues the call without hanging up.
Before a busy Monday morning shift, a dispatcher opens the audio settings panel to confirm their Bluetooth headset is detected and test the speaker output, so they are ready for incoming calls.
A CSR working from home connects a USB headset. Contact Center Pro detects the new device, and the CSR selects it from the settings panel and verifies the audio input level before taking their next call.
Commercial Service and Replacement
A CSR coordinating a large commercial HVAC service call switches from laptop speakers to a dedicated headset using the audio settings panel, so they can hear the facility manager clearly in a noisy office.
An administrator sets up a new workstation for a CSR. They open the audio settings panel to verify the microphone and speaker are detected and working before the CSR starts taking calls.
A CSR receives a warning banner that microphone access is blocked. They follow the instructions to allow access in their browser and reload, resolving the issue before their next call.
Residential Construction
A CSR booking a roofing consultation notices the caller cannot hear them. They open the settings panel, switch to a different microphone, and complete the booking without needing to call back.
A dispatcher testing their setup before a shift uses the speaker test button to confirm audio plays through their desk speakers, then switches the ring output to their headset so they hear incoming call alerts directly.
A CSR working remotely receives a banner that no audio device is detected. They plug in their headset, and the settings panel refreshes to show the new device, ready for selection.
Commercial Construction
A CSR managing calls for a multi-site commercial project switches their speaker output to a conference speakerphone using the audio settings panel so the project manager can also hear the call.
Before a scheduled call with a general contractor, a CSR tests their microphone from the settings panel and sees the input level indicator respond to their voice, confirming the mic is active.
A dispatcher receives a warning that microphone permissions are blocked. They follow the banner instructions, reload the screen, and verify their mic is working using the audio level indicator.
How to prepare?
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have the Media and Hardware Settings configuration enabled for your account.
Confirm that all CSRs and dispatchers are using a supported browser (such as Google Chrome) and have granted microphone permissions to ServiceTitan.
Identify team members who frequently experience audio issues and brief them on the new settings panel so they can test their devices before their next shift.
Bookmark any knowledge base articles or Academy videos for team training.