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Yarrakid59's avatar
Yarrakid59
Copper Contributor
Jul 09, 2020

Sharing screens in Teams but can't hear the other persons voice

Hi
I would like if possible to understand if you can hear a customer talk g to an advisor whilst screen sharing? Whilst you can hear the advisors voice you can't hear the customer or other persons voice in screen sharing mode. Is there a way of doing this?

Kind regards
Calling
How-to
microsoft teams
  • HenryPhillipsNimbitech's avatar
    HenryPhillipsNimbitech
    Bronze Contributor
    Jul 09, 2020
    Hi,

    So I presume you can hear the advisor. Just not the customer who they are interacting with?

    If so for me this comes down to the device the advisor is using as whilst probably not feasible if you were to say be on a mobile device and use the speakerphone I am sure it would be fine. However and what is more likely to be the case is the advisor will have a headset and they are normally equipped to keep out external noises and add into the mix noise suppression when available and if in use it should make it even less likely to hear anyone other than the person with the headset.

    Or are we saying the customer is actively in the call on as well and you can't hear them? But screen sharing would not stop you from hearing someone. Only something device wise such as being muted etc.

    Thanks

    Henry
    • Yarrakid59's avatar
      Yarrakid59
      Copper Contributor
      Jul 09, 2020
      Hi Henry

      Thank you for your reply.

      The situation. Is this. The advisor has headset and has Normal setup for customer service interaction.

      Now we have a situation that they want to do training with social distancing. Therefore we are using screen sharing. So the trainee is using headset and watching and listening and watching the screen as the conversation goes along. However it has been reported that you can hear clearly the advisor speaking to the customer but not the interaction between the two the customers voice is inaudible and times like a whisper but very faint. So I think I learnt from somewhere that you can hear clearly both while watching the screen interaction.

      I hope this helps you to understand. The situation can you hopefully advise or pointers please.

      Kind regards
      Simon
      • HenryPhillipsNimbitech's avatar
        HenryPhillipsNimbitech
        Bronze Contributor
        Jul 09, 2020

        Yarrakid59 

        Hi Simon,

        So is this a video that is being played back and it is the audio of the video that is faint to non existent?

        If so, the only option I can think of when sharing is to choose:

        Sorry if I am getting completely the wrong end of the stick as I think you are referring to live training? If so just trying to understand what is being shared as you would share a screen or a presentation but that wouldn't directly have anything to do with the audio of the call but the video. Whereas the above option if sharing something playing back audio that can help.

        The only other thing is if the customer does not have a headset if this is live, are we expecting them to be clearly heard via the advisors headset as I would say that is not going to happen short of having a microphone both are speaking into but not a headset.

         

        Thanks

         

        Henry

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