Five9 Headset and Audio Issues

Overview

This article provides step-by-step instructions to troubleshoot headset and audio issues in Five9. These issues are commonly caused by incorrect sound settings, browser permissions, or system configuration.

When to Use This

• You cannot hear audio in Five9
• Your microphone is not working
• Your headset is not working
• Calls have no sound or poor audio quality
• Your headset is not being recognized
   

Option 1: Configure Sound Settings in Windows

1. Click Start and search for Control Panel
2. Open Control Panel
3. Set View by: to Small icons
   
4. Select Sound
   
5. Under the Playback tab:
6. Right-click your Speakers → select Set as Default Device

Under the Recording tab:

1. Right-click your Headset/Microphone → select Set as Default Communication Device

Click Apply and OK

Option 2: Restart Your Computer

1. If audio issues continue:

2. Click Start
3. Select Restart (do not shut down)
4. Log back in and test Five9 again

Option 3: Check Browser Site Settings (Salesforce / Chrome)

1. Open Salesforce in Chrome
2. Click the lock icon next to the website URL
3. Select Site settings
   
4. Click Clear data → confirm Clear Ensure the following permissions are set to Allow:
   1. Microphone
   2. Notifications
   3. Pop-ups and redirects
   4. Insecure content

5. Refresh the Salesforce page

Troubleshooting

Headset not showing up?
Disconnect and reconnect your headset, or try a different USB port.

Microphone still not working?
Verify the correct microphone is selected in both Windows and browser settings.

No sound after changes?
Restart your computer and relaunch Five9.

Permissions keep resetting?
Make sure you are using Chrome and that no browser extensions are blocking access.

Need Help?

If you continue experiencing audio issues with Five9, please contact IT Support:
📧 itsupport@seeknow.com

Further troubleshooting: Five9's support page