With the Windows app
During a call, the Session tab and the Controls window tell you what the customer hears. A warning in capital letters means that the customer does not hear your translated voice now.
| The app says | Why | What to do |
|---|---|---|
| The customer cannot hear you yet — waiting to hear which language they speak | Customer speaks is on Auto-detect, and the customer has not spoken yet. | Wait for the customer to speak, or select their language. |
| The customer cannot hear you — they have been on hold… | You selected Hold in Taiwa. | Select Resume. |
| Paused for payment: what you say now is not translated for the customer | You selected Pause for payment. | Select Resume translation. |
| THE CALLER CANNOT HEAR YOU. Reconnecting… | The connection to the translation provider dropped. Taiwa tries again for the seconds that it shows. | Wait. If Taiwa gives up, select Start translation again. |
| THE CALLER CANNOT HEAR YOU. Translation has stopped and is not coming back on its own. | The translation failed. | Select Start translation again. |
| THE CALLER CANNOT HEAR YOU. Your Taiwa sign-in has lapsed… | You are signed out. | Sign in on the Settings tab. |
| THE CALLER CANNOT HEAR YOU. Taiwa's audio is off… | Taiwa's audio is turned off. | Select Turn audio on. |
| THE CALLER CANNOT HEAR YOU. Windows has muted "…" or turned it down to zero. | Windows muted one of Taiwa's devices. | Open the Windows sound settings, and turn the named device back up. |
| THE CALLER HEARS YOUR OWN VOICE, UNTRANSLATED. | The translation is not running, so Taiwa passes your own voice through. | Select Hold to silence it, or start the translation again. |
| The customer will not hear a translated voice on this call. | This call has captions only: the translation provider sends no translated voice. | You cannot change this during the call. Tell your administrator. |
To speak to the customer without Taiwa
In your call app, change the microphone from Taiwa Meeting Microphone back to your headset. Taiwa never does this for you.
If the customer hears you too quietly
Windows or your call app turned a Taiwa device down. Taiwa names the device. In the Windows sound settings, turn it back up to 100%. If your call app adjusts the microphone automatically, turn that option off.
With the Chrome extension
- Check that the status says Translating…. If it does not, select Start translation.
- Check Customer speaks. If the language cannot be detected, select it.
- If the status says Paused for payment, select Resume translation.
- If the status says Captions only, the call has no translated voice. Tell your administrator.
- Reload the softphone tab, and start the call again.
The customer hears their own voice
Use a headset. With loudspeakers, your microphone picks up the customer's translated voice and sends it back.
In the Windows app, also check Echo cancellation on the Devices tab. See Set up your call app and audio devices.