Audio Devices

Configuring and testing the microphone, speaker, and HID headset button controls used by the CCAC embedded WebRTC phone, and granting the browser microphone permission required to use it.

The CCAC embedded WebRTC phone uses separate device selections for microphone input and two categories of audio output — in-call audio and notification sounds.

Opening the Audio Devices Menu

Select the ellipsis icon next to the agent name
Select Configure Audio Devices

Selecting Input and Output Devices

Device Role	Description
Microphone	Audio input used during a WebRTC call
In-Call Output	Speaker or headset used while on a call
Notifications Output	Speaker used for realtime alerts, call offers, and messaging offers (web chat, SMS, and similar)

A toggle in the same menu controls whether notifications also play through the selected In-Call Output device while a call is active, so an agent does not miss an incoming message or email offer while on a call.

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Consider the Headset Impact
If In-Call Output is set to a headset and this toggle is enabled, notifications will only be audible while wearing the headset.

A best practice is setting Notifications Output to a device audible near the workstation (such as desktop speakers) independent of whether a headset is being worn, so incoming call and message offers are not missed.

Testing Devices

Select Start Microphone Test to record a short sample; select Stop Microphone Test to play it back through the selected output devices
Select Start Speaker Test on either output device to play a short test tone

Changes are saved by selecting Save.

HID Headset Support

CCAC supports answering and ending a WebRTC call directly from an HID-compliant headset's buttons. Headset controls appear in the lower half of the same Configure Audio Devices panel used for microphone and speaker selection.

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Answer and Hang Up Only
Headset button support covers answering and ending a call. Placing a call on hold from the headset button is not supported.

Connecting a Headset

Select the ellipsis icon next to the agent name
Select Configure Audio Devices
In the lower half of the panel, select the headset from the Connect Headset prompt

Supported Devices

For a headset that is not recognized or does not behave as expected, submitting a support ticket with the headset's model number allows Xima Support to confirm compatibility, which may include a live testing session.

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HID Compatibility Expanding in Version 5.63
Broader HID headset compatibility is being finalized for version 5.63. Gathering the information below before submitting a support ticket for a headset that isn't recognized or doesn't behave as expected helps Xima's Development team confirm and add support for that model faster

Headset / Device Info

Field	What to Provide
Manufacturer and Model	The exact model name/number (for example, `Jabra Evolve2 65` or `Poly Voyager 4320`)
Connection Type	`USB-A`, `USB-C`, `Bluetooth` (with a USB dongle), or `3.5mm/RJ9`
Dongle or Base Station	If wireless, the model/name of the USB dongle or base station used
Firmware Version	If available — often found in the manufacturer's companion app, such as Jabra Direct, Poly Lens, or EPOS Connect

USB Identification

If the headset is wired, or wireless with a USB dongle, its Vendor ID (VID) and Product ID (PID) are especially useful for Xima's Development team:

Operating System	Where to Find It
Windows	Device Manager > locate the headset or dongle > `Properties` > `Details` tab > `Hardware Ids` (formatted like `USB\VID_XXXX&PID_XXXX`)
Mac	System Information > `USB` > select the device to view its Vendor ID and Product ID

Screenshots of either the Device Manager or System Information entry are welcome, and often save a round of back-and-forth.

HID Functionality

Field	What to Provide
HID / UC Certified	Whether the manufacturer advertises the device as "HID compliant" or "UC certified" — often listed on the product page or spec sheet
Expected Controls	Which controls are expected to work via HID (for example, call answer/end, mute/unmute, volume up/down)
Tested Elsewhere	Whether these controls have been confirmed working in another softphone app (Teams, Zoom, and similar), and which one

Environment

Field	What to Provide
Operating System	The OS and version (for example, Windows 10/11 or a specific macOS version)
Calling Setup	Whether the headset is used with a physical desk phone, the CCAC softphone, or both

Browser Requirement

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Browser Only
HID headset button support functions only when CCAC is loaded in a browser (Chrome). It does not work when CCAC is loaded through the standalone agent client — see Electron App.

If a headset does not appear in the Connect Headset prompt, this is typically a browser- or operating-system-level device recognition issue rather than a CCaaS issue, and is best resolved with internal IT rather than Xima Support.

Browser Microphone Permissions

A browser microphone permission must be granted before an agent can use the WebRTC softphone. This is typically prompted automatically the first time a WebRTC-licensed agent logs into CCAC. If the permission was missed or rejected, it can be restored from the browser's own settings.

Google Chrome

Select the site prompt and select Allow when initially presented
If already blocked: open ... > Settings > Privacy and Security > Site settings > Microphone, locate the site under Not allowed, and change the permission to Allow

Mozilla Firefox

Select Allow on the initial confirmation pop-up, optionally selecting Remember this decision
If already blocked: open Settings > Privacy & Security, scroll to Permissions, select Settings… next to Microphone, and update the permission for the site

Microsoft Edge

Select Allow on the initial permission dialogue
If already blocked: in Windows 10, navigate to Start > Settings > Privacy > Microphone; in Windows 11, navigate to Start > Settings > Privacy & security > Microphone, and confirm microphone access is enabled for the browser

Updated 10 days ago