To provide the best audio experience for multi-party Voice Conferences we automatically suppress the background noise of participants who are not speaking. However, in a very low-noise Contact Center environment, customers may believe the agent has hung up the call when the agent stops speaking. To avoid this problem we have added a new audio setting called Background Noise Passthrough.
When this setting is enabled the background noise of the agent will be passed through to the customer and provide an audible indication the call is still in progress. This can result in fewer abandoned calls by customers.
To learn more, visit the Conference Settings in the console.