Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Account Representative.
Noise Cancellation is a voice solution that reduces the background noises and echoes from either the agent or contact side of a voice interaction, or from both. This provides your agents and contacts with a more professional interaction without the distraction of other voices, traffic, typing, or other sounds. It does this without any latency. Noise Cancellation works with any headset, but wired USB headsets work best.
To enable Noise Cancellation for your system, you must:
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Contact your Account Representative and ask them to turn on Noise Cancellation for your system.
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When your Account Representative gives you a list of domains, add them to your allowlist. This enables your system to access the Noise Cancellation API.
Once you finish those steps, Noise Cancellation controls are enabled for all agents using Agent or Agent for Service Cloud Voice. Noise Cancellation isn't currently available for any other agent application. The agent application controls include a checkbox and slider for the agent side and a checkbox and slider for the contact side. This lets the agent control the enablement and intensity of noise reduction separately for each party. The contact doesn't have any Noise Cancellation controls.