Troubleshooting agent audio on the Webex Contact Center desktop

See also

Sources

1. 1
   Supported agent calling endpoints include Webex Calling desk phones, Webex Calling desktop apps with computer audio, the mobile Webex App, Webex App integrated with Webex Calling for computer audio, and Microsoft Teams softphones.

   System requirements for Webex Contact Center Desktop · Agent Desktop > Agent devices · Checked 2026-09-30
2. 2
   Agents must allow microphone access for calls from the browser, and Firefox users should tick Remember for all microphones in the permission prompt.

   Change your speaker and microphone settings · Procedure, notes · Checked 2026-09-30
3. 3
   Agents using Webex Calling devices can answer calls from Agent Desktop when the device supports remote answering, and multi-device users can choose a preferred device in profile settings (entry dated October 29, 2025).

   What's new for agents in Webex Contact Center · Entry dated October 29, 2025: Answer Calls on Device from Agent Desktop · Checked 2026-09-30
4. 4
   While WebRTC is disconnected, Set as Available (all channels) and the individual Voice toggle are disabled and are restored only after WebRTC reconnects.

   Understand agent states · WebRTC disconnection after sign-in · Checked 2026-09-30
5. 5
   For optimal Agent Desktop performance Cisco states a minimum recommended network bandwidth of 512 kbps, with data payloads averaging 1-100 kbps and peaking at 2-3 MB.

   System requirements for Webex Contact Center Desktop · Agent Desktop > Bandwidth requirements · Checked 2026-09-30
6. 6
   The three bandwidth figures Cisco publishes (10 Mbps network minimum, 512 kbps recommended desktop bandwidth, 100 kbps per WebRTC call) appear to measure different things, so a link that meets 512 kbps is not by itself evidence that WebRTC audio will be clean.inferred

   System requirements for Webex Contact Center Desktop · Agent Desktop > Minimum system requirements; Bandwidth requirements; read with voice-channel article WebRTC Configuration · Checked 2026-09-30
7. 7
   In Desktop (WebRTC) mode, Cisco Background Noise Removal is built into the browser experience and reduces background noise from the agent's surroundings during the call.

   Manage your calls in Agent Desktop · Background Noise Removal (BNR) for Desktop Mode · Checked 2026-09-30
8. 8
   BNR controls are unavailable during an active consultation call and can be changed only after the consultation ends.

   Manage your calls in Agent Desktop · Background Noise Removal (BNR) for Desktop Mode · Checked 2026-09-30
9. 9
   Background Noise Removal for agents using the WebRTC desktop was announced in the agent what's-new entry dated June 11, 2026.

   What's new for agents in Webex Contact Center · Entry dated June 11, 2026: Background Noise Removal (BNR) for Webex Contact Center Agents · Checked 2026-09-30
10. 10
    Agents toggle BNR in the User Settings panel, and during a call a BNR icon in the interaction control pane toggles it for the current call.

    Manage your calls in Agent Desktop · Background Noise Removal (BNR) for Desktop Mode · Checked 2026-09-30
11. 11
    If an agent selects Desktop but the browser lacks the needed permissions, Agent Desktop may show a message asking the agent to enable access in browser settings or contact the administrator.

    Sign in to Agent Desktop · Troubleshooting > RONA · Checked 2026-09-30
12. 12
    Cisco instructs administrators to check network quality after enabling the Desktop option, pointing to network-quality testing and the Webex Calling port reference.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Network and Firewall requirements · Checked 2026-09-30
13. 13
    CScan cannot test VPN configuration, QoS or proxies, and it validates only two UDP ports over WebRTC because of browser limitations.

    Use CScan to test Webex Calling network quality · Limitations · Checked 2026-09-30
14. 14
    CScan (cscan.webex.com) tests bandwidth, latency (RTT), traceroute and TCP ports in basic mode, and adds upload/download packet loss and jitter in advanced mode, which needs microphone/camera permission to open a WebRTC connection.

    Use CScan to test Webex Calling network quality · What CScan tests; Advanced Diagnostic Test · Checked 2026-09-30
15. 15
    Changes to the speaker and microphone settings take effect from the next call.

    Change your speaker and microphone settings · Procedure, note · Checked 2026-09-30
16. 16
    For Desktop to work on a network, Cisco lists domains to add to the firewall/VPN allowed list, all using HTTPS on port 443.

    Webex Contact Center network connectivity requirements · Domain access required for Desktop · Checked 2026-09-30
17. 17
    If an agent has accepted E911 notifications but still cannot connect with desktop telephony, the agent may have hit RONA and should contact the administrator with the Tracking ID.

    Sign in to Agent Desktop · Troubleshooting > RONA · Checked 2026-09-30
18. 18
    Desktop (WebRTC) voice on Microsoft Edge and Firefox was announced in the agent what's-new entry dated October 30, 2024; before that, WebRTC desktop voice was Chrome-only.inferred

    What's new for agents in Webex Contact Center · Entry dated October 30, 2024: Desktop telephony on Microsoft Edge and Firefox · Checked 2026-09-30
19. 19
    The Webex App embedded in Agent Desktop does not itself receive or make external calls; the external, non-embedded Webex App is still required for that.

    Use Webex App in Webex Contact Center Desktop · Calling note in article body · Checked 2026-09-30
20. 20
    For the Extension model, Webex Calling devices must be provisioned with an extension and associated with the Calling users acting as Contact Center agents, and the agent enters the assigned Webex Calling extension at sign-in.

    Set up voice channels for Webex Contact Center · Webex Calling Device Agent Configuration · Checked 2026-09-30
21. 21
    Field pattern: integrators recommend standardising approved headset models and browsers so endpoint faults can be separated from network faults.field report

    Mastering WebRTC for Webex Contact Center: Deployment Guide · Headsets and Browser sections · Checked 2026-09-30
22. 22
    Field pattern: integrators caution that routing WebRTC agent media through a corporate VPN adds network complexity that can degrade real-time audio.field report

    Mastering WebRTC for Webex Contact Center: Deployment Guide · VPN section · Checked 2026-09-30
23. 23
    When a WebRTC agent reports that headset answer, hang-up or mute buttons do nothing, that is consistent with documented product behaviour rather than a headset fault, while audio through the headset itself can still work.inferred

    Sign in to Agent Desktop · Sign-in procedure, step 5, Desktop option; read with speaker and microphone settings article · Checked 2026-09-30
24. 24
    WebRTC Desktop support is unavailable for Webex Contact Center customers hosted in the Japan data center.

    Set up voice channels for Webex Contact Center · WebRTC Configuration (note) · Checked 2026-09-30
25. 25
    The legacy Agent Desktop troubleshooting article (updated 2025-02-24) lists browser minimums of Chrome 76.0.3809+, Firefox ESR 68+ and Edge Chromium 79+, which are far below the current system-requirements article.disputed

    Troubleshoot Webex Contact Center Agent Desktop · System requirements / browser support section · Checked 2026-09-30
26. 26
    For Webex Meetings media, Webex apps fall back to TCP when UDP is blocked and to TLS when TCP is blocked, though Cisco strongly recommends against TLS media in production.

    Network Requirements for Webex Services · Disadvantages of using TCP as a media transport protocol · Checked 2026-09-30
27. 27
    Switching to a different headset in Desktop settings during a live call should not be expected to move the current call's audio; the agent may need to finish the call or have the headset connected before the next call.inferred

    Change your speaker and microphone settings · Procedure, note on next-call applicability and connecting external microphones first · Checked 2026-09-30
28. 28
    The current minimum browser versions listed for Agent Desktop are Chrome 144+, Microsoft Edge 144+ and Firefox 140+.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Minimum system requirements · Checked 2026-09-30
29. 29
    Gaps in the received-packet graphs in webrtc-internals correspond to missing incoming audio during the call.

    Exploring WebRTC Data and Statistics in WxCC Agent Desktop · Chrome (graph examples) · Checked 2026-09-30
30. 30
    The Agent Desktop minimum system requirements list a network of 10 Mbps minimum.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Minimum system requirements (Network row) · Checked 2026-09-30
31. 31
    For no audio or one-way audio on Desktop (WebRTC), the documented checks are: browser microphone permission, the selected speaker and microphone in User Settings, the WebRTC connection indicator on the avatar, and UDP media reachability to the Webex Calling media ports; Cisco publishes no single ordered runbook combining them.inferred

    Change your speaker and microphone settings · Procedure notes; read with sign-in article Troubleshooting > RONA, agent-states WebRTC disconnection section, and Webex Calling port reference WebRTC row · Checked 2026-09-30
32. 32
    Since the simplified sign-in (October 29, 2025), Desktop validates Webex Calling extensions and dial numbers but does not check device status at sign-in; agents remain responsible for device availability.

    What's new for agents in Webex Contact Center · Entry dated October 29, 2025: Simplified Agent Sign-in Experience · Checked 2026-09-30
33. 33
    Agent Desktop does not support headset control actions for WebRTC-based calls.

    Sign in to Agent Desktop · Sign-in procedure, step 5, Desktop option · Checked 2026-09-30
34. 34
    Cisco states that TCP and TLS as media transports are not supported for Webex Calling in production environments.

    Port Reference Information for Webex Calling · Call media section, note on transport protocols · Checked 2026-09-30
35. 35
    Cisco's phone requirement for voice agents is to place a test call to the dial number and confirm it matches the entry in the Station Credentials dialog.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Phone requirements · Checked 2026-09-30
36. 36
    On the Next Generation media platform, Regional Media lets an organisation choose the geographic region where media for a given entry point is processed, which Cisco says reduces audio latency.

    Media Platform Update Notification Explanation · Regional Media · Checked 2026-09-30
37. 37
    If the Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco advises reloading the browser.

    Sign in to Agent Desktop · Troubleshooting (session restoration) · Checked 2026-09-30
38. 38
    An agent routes calls to the browser by selecting Desktop under Select your Telephony Option when signing in to Agent Desktop.

    Set up voice channels for Webex Contact Center · WebRTC Configuration, steps · Checked 2026-09-30
39. 39
    Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser window; a prompt appears if the agent signs in to multiple instances.

    Sign in to Agent Desktop · Before you begin · Checked 2026-09-30
40. 40
    Agents change speaker and microphone from User Profile (top-right of Desktop) > User Settings > Speaker and Microphone, choosing devices from drop-down lists and using Test to check levels.

    Change your speaker and microphone settings · Procedure, steps 1-5 · Checked 2026-09-30
41. 41
    WebRTC for Supervisor Desktop, using the Next Generation Media Platform, was announced on November 13, 2024 together with a WebRTC status indicator showing the current voice service status.

    What's new for agents in Webex Contact Center · Entry dated November 13, 2024: WebRTC Support for Supervisor Desktop · Checked 2026-09-30
42. 42
    Agent Desktop is supported in Virtual Desktop Infrastructure (VDI), but WebRTC (Desktop telephony) is not supported in VDI.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Virtual Desktop Infrastructure (VDI) · Checked 2026-09-30
43. 43
    The Webex Calling port reference recommends DSCP Expedited Forwarding (46) for Webex App audio, identified by the app's audio source ports.

    Port Reference Information for Webex Calling · QoS / DSCP marking table, Webex App Audio row · Checked 2026-09-30
44. 44
    For choppy audio in the Webex App, Cisco's steps are to check service status (status.webex.com or Health Checker), reduce competing bandwidth use on the network, and run the Webex App network test in Chrome or Firefox.

    Video and Audio are Choppy in the Cisco Webex App · Resolution steps 1-3 · Checked 2026-09-30
45. 45
    Webex App can be used as the agent endpoint when integrated with Webex Calling, and the agent must sign in to Desktop with the extension to handle voice calls.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Webex App as client · Checked 2026-09-30
46. 46
    WebRTC requires a minimum network bandwidth of 100 kbps per call.

    Set up voice channels for Webex Contact Center · WebRTC Configuration · Checked 2026-09-30
47. 47
    WebRTC (the Desktop telephony option) in Webex Contact Center Agent Desktop supports Google Chrome, Microsoft Edge and Mozilla Firefox.

    System requirements for Webex Contact Center Desktop · Agent Desktop > Recommended system requirements · Checked 2026-09-30
48. 48
    The WebRTC tenant setting, which lets agents and supervisors make and receive calls in the browser via the Desktop option under Station Credentials, is enabled by default for a new tenant.

    Set up voice settings for Webex Contact Center · WebRTC · Checked 2026-09-30
49. 49
    If WebRTC disconnects after sign-in, a warning icon or message appears on the agent's profile avatar.

    Understand agent states · WebRTC disconnection after sign-in · Checked 2026-09-30
50. 50
    When WebRTC disconnects while the agent is Available on the voice channel, the system switches the voice state to Idle so calls are not routed to an unreachable agent.

    Understand agent states · WebRTC disconnection after sign-in; enhanced sign-in process · Checked 2026-09-30
51. 51
    A WebRTC-internals dump can be created from the Chrome page for offline analysis by support.

    Exploring WebRTC Data and Statistics in WxCC Agent Desktop · Chrome (Create a WebRTC-Internals dump) · Checked 2026-09-30
52. 52
    In Chrome, WebRTC call data for Agent Desktop can be inspected by opening chrome://webrtc-internals in a new tab during an active call.

    Exploring WebRTC Data and Statistics in WxCC Agent Desktop · Chrome · Checked 2026-09-30
53. 53
    The webrtc-internals page shows PeerConnection API activity, getStats metrics for the connection, and graphs of sent and received packets, latency and dropped packets.

    Exploring WebRTC Data and Statistics in WxCC Agent Desktop · Chrome · Checked 2026-09-30
54. 54
    The Webex Calling port reference lists WebRTC call media (STUN, SRTP/SRTCP, T38, DTLS) over UDP from browser-ephemeral source ports to Webex Calling media subnets on destination ports 5004, 9000, 8500-8699 and 19560-65535.

    Port Reference Information for Webex Calling · Call media port table, WebRTC row · Checked 2026-09-30
55. 55
    Browsers use ephemeral source ports for WebRTC media, which can be constrained with the WebRtcUdpPortRange policy in a managed-device (MDM) profile.

    Port Reference Information for Webex Calling · Call media port table, WebRTC row note · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Troubleshooting agent audio on the Webex Contact Center desktop. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-desktop-audio-troubleshooting

@misc{warmtransfer-wxcc-desktop-audio-troubleshooting,
  title  = {Troubleshooting agent audio on the Webex Contact Center desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-desktop-audio-troubleshooting},
  note   = {Verified 2026-09-30}
}