Using a headset with the Contivio softphone is the recommended mode of operation. Headsets have clearer voice conversations (versus a speaker phone) and allow hands-free operation.
If you’re on the phone most of the day in a noisy environment, you may consider over-the-ear, noise-canceling microphone headsets versus ear-loop, Omnidirectional microphone headsets.
Computer headsets are either wired or wireless and come in four popular connection types. Prioritized by reliability and audio quality, they are:
- Standard 3.5 mm headset (recommended) - General 3.5 mm wired headsets come with either one or two 3.5 mm connectors: one connecting to the microphone jack (line-in) and one connecting to the speaker jack (line-out) of the computer. 3.5 mm computer headsets connect to the computer via a sound card, which converts the digital signal of the computer to an analog signal for the headset.
- USB headset – USB wired headsets connect to the computer via a USB port, and the audio conversion occurs in the headset or in the control unit of the headset. USB drivers may interfere with the audio quality and need to be maintained (disable sound "enhancements" such as micro-phone boost, for example). Contivio supports several brands of USB headsets, including Logitech, Jabra, and Plantronics.
- Wireless DECT headset - DECT is a wireless protocol that is superior to Bluetooth, as it supports greater distance with a range of approximately 300 ft, and you don't have to worry about "Pairing" your device, unlike Bluetooth.
- Wireless Bluetooth headset – Bluetooth wireless headset is widely used for short-range voice transmission. While it can be and is used for data transmission, the short-range (due to using low power to reduce battery drain) is a limiting factor. A very common application is a hands-free Bluetooth earpiece for a phone which may be in a user's pocket. Not typically recommended for a computer as there can be signal interference that impacts audio quality.
Note: Call center agents using a wireless headset must also be equipped with a standard, wired headset. This is required when the wireless unit has a low battery. The Agent can plug in the wired headset and confirm it is enabled as the default audio device and it will be used on the next call -- there is no need to log out and back in.
Tip: Regardless of your headset choice, when using a headset to handle calls, you will log in to the Contivio app using the "Computer headset" option.