Agent hears an echo 

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Description

An agent hears an echo of the agent's own voice when talking with a customer.

Action

1. Determine whether the customer is using an external microphone and speakers. If so, it is likely that the echo is caused by the customer's microphone picking up sound from the speakers. Ask the customer to change the location of the microphone to minimize the echo. For the best sound quality in Internet telephony connections, customers should use a headset.

2. The echo may be coming from the customer's sound card due to a crosstalk problem.