Resolve audio and headset issues in Contact Center Pro

  • Updated on Mar 27, 2026
  • Published on Mar 16, 2026
  • 3 minute(s) read
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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. 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.

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 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

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

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

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

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: 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 software and check for updates.

  • For a Jabra device, download the Jabra Direct app and check for updates.          Check for Jabra updates

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.

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    

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

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: 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 webpage.        

    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    

  7. If the test results indicate network issues, contact Technical Support and share your Network Test results to help speed up the troubleshooting process.

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