Managing the always-on microphone setting for Contact Center

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Add-on | Zendesk for Contact Center

Zendesk for Contact Center agents can configure whether their microphone is always on, or only active when on a call. This provides the following advantages:

Improved battery life: Prevents unnecessary battery drain by turning off the microphone when not on a call.

Enhanced productivity: Agents experience fewer interruptions due to headset issues.

Cost savings: Prolongs the lifespan of wireless headsets, reducing replacement costs.

Before you turn on this setting, consider the following

In some cases, turning on this setting might lead to wireless headset battery drain.

Turning on this setting might affect music or video audio quality when not on a call.

To turn the always-on microphone setting on or off

You can turn the always-on microphone setting on or off from your agent settings.

To turn the setting on or off

In Contact Center, click the profile button ( ), then click Agent settings.

In the Audio settings section of the Agent settings page, choose one of the following settings for Always on microphone:

Enabled: The microphone remains active at all times.

Disabled: The microphone activates only during calls.

Choose the setting based on your headset type and usage behavior.

Click Save.