When using the Sanas App, several common audio issues may arise that can hinder effective communication during calls. Understanding how to troubleshoot these problems ensures smoother communication.
Below are some common questions and solutions regarding these audio issues:
Why Can't The Customer Hear Me On Calls?
This issue usually occurs due to incorrect microphone selection, a muted headset, a faulty headset, or an unstable USB port. To resolve this:
Check the physical mute button on your headset.
Confirm that your USB headset is selected in the Sanas App under Audio Settings > Microphone.
Verify that your softphone or browser audio settings are correctly set.
What Should I Do If My Microphone Is Not Working?
Follow these steps to troubleshoot your microphone:
Check the physical mute button on your headset.
Ensure that the headset is not muted in your system settings.
Verify that the microphone is unmuted in your softphone or browser.
Try a different USB port or a known-good USB headset.
Confirm that the Sanas App is running and activated.
Which Microphone Should I Select In My Softphone?
You should select the Sanas microphone as your input device.
For Windows, set the input device to Sanas Audio
For macOS, set it to Sanas Microphone.
Note
This prevents your softphone from bypassing Sanas, ensuring the customer hears the translated voice.
Why Can't I Hear The Customer?
This problem typically arises from an incorrect speaker selection, muted speakers, a faulty headset, or an unstable USB port. To fix this:
Check that your system volume is not muted.
Ensure your softphone output device is set to Sanas Audio on Windows or Sanas Speaker on macOS.
Try different USB ports or a known-good USB headset.
Why Is The Customer Hearing My Non Translated Voice?
This usually indicates that Accent Translation is turned off or your softphone or browser is using a non-Sanas microphone. To resolve this:
Open the Sanas App and turn on the Accent Translation toggle.
Confirm the correct input settings in your softphone or browser.
How Do I Turn On Accent Translation?
Open the Sanas App and navigate to the Accent Translation product tab.
Toggle the Accent Translation switch to the ON position and select the appropriate voice type.
What Should I Do If The Accent Translation Toggle Is Not Responding?
If the toggle is unresponsive, it may indicate that app controls are locked by your administrator.
Note
Contact your administrator to verify this.
How Do I Activate The Sanas App?
The activation method may depend on your organization's setup. Possible methods include:
User Activation Key: Enter your Account ID and User ID.
Auto Activation: Automatic when connected to your organization's domain.
Email-Passcode: Enter your work email and verification code.
Single Sign-On (SSO): Follow the on-screen instructions.
Why Is My Audio Too Quiet?
Quiet audio may result from low microphone input level, Automatic Gain Control (AGC), or noise suppression settings. To increase the audio level:
Raise your headset microphone level to 100 in system sound settings.
Disable AGC or built-in noise suppression in your softphone if available.
Why Is Sanas Installed But Not Working On My Call?
Sanas may not work if your softphone is not using Sanas audio devices. Verify your softphone input settings and ensure that Accent Translation is ON.
When Should I Contact My Administrator?
Contact your administrator if:
You do not see Sanas Audio Device available.
The Accent Translation toggle is locked or unresponsive.
You experience issues with app activation due to account or credential problems.
How Do I Configure Sanas In A Browser-Based Softphone?
In your browser microphone settings, select Sanas Microphone as the microphone device.
Adjust settings based on your browser type as needed.
What Are The Most Common Causes Of Missing Translation?
Missing translation often occurs due to:
Accent Translation being OFF.
The Sanas App not being activated.
The use of a non-Sanas microphone.
Note
Ensure Accent Translation is enabled and the Sanas App is activated to rectify this issue.
How Do I Change My Voice Type?
Applicable only to Accent Translation App Users, you can change your voice type from Masculine to Feminine, and vice versa by following these steps:
Under Accent Translation toggle, click the dropdown menu.
Change your voice type — Masculine to Feminine and vice-versa, whenever needed.
Note
The default voice type is Masculine. Account admins can lock voice profile selection in the Sanas Portal so that it can only be set once, at first activation; after that, only an admin can change it. If your voice profile is locked and you need it updated, contact your account admin.
FAQs
Why can't the customer hear me on calls?
This issue usually occurs due to incorrect microphone selection, a muted headset, a faulty headset, or an unstable USB port. Check the physical mute button on your headset, confirm that your USB headset is selected in the Sanas App under Audio settings, and verify that your softphone or browser audio settings are correctly set.
How do I turn on Accent Translation?
Open the Sanas App and navigate to the Accent Translation product tab. Toggle the Accent Translation switch to the ON position and select the appropriate voice type.
When should I contact my administrator?
Contact your administrator if you do not see Sanas Audio Device available, the Accent Translation toggle is locked or unresponsive, or if you experience issues with app activation due to account or credential problems.
What should I do if my microphone is not working?
To troubleshoot your microphone, check the physical mute button on your headset, ensure it is not muted in your system settings, verify that the microphone is unmuted in your softphone, try a different USB port, and confirm the Sanas App is running and activated.
Why can't I hear the customer?
This problem typically arises from an incorrect speaker selection, muted speakers, a faulty headset, or an unstable USB port. Check that your system volume is not muted, ensure your softphone output device is set to Sanas Audio on Windows or Sanas Speaker on macOS, and try different USB ports or a known-good USB headset.
Support
Need help? Get in touch with our Support Team for assistance.