Agent can’t hear the customer or/and customer can’t hear agent- there is an one-way audio in a call conversation?
Ask colleagues if they have the same problem with calls, using SAP CCtr. If most of users have the same situation, please contact your phone service provider (if it is not also us) and send us a detailed description of the issue and add log files from one workstation. The cause may be equally in our or in phone service provider responsibility.
Check if your microphone/headset and audio devices are working and not muted. Additionally please check if the SAP CCtr audio and microphone volume is not set to too low level. It is recommended to keep volume level in the middle of volume bars (please see the picture below for the explanation).