Forum Discussion

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 vo...

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

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

Yarrakid59
Copper Contributor
Jul 10, 2020
Morning Henry

The video aspect of it is OK with the training videos it's when it's live between advisor and customer and the person is shadowing. So it would be great to have it all but I guess technology within teams like some other software types are limited to what can be done to the application. I suppose in future who knows???

Kind regards
Simon