Audio won't work for one app while screensharing

[EmmerichM]

We're doing some remote contact center training, and when some of our new agents are screensharing all computer audio shares except for the audio of the caller. It's not an issue for the trainers (when they share their screen, everything works including the caller's side).

Everyone's logged into a Zoom account, we've tried reinstalling Zoom (windows desktop app, we all have the most recent version), selecting both mono and stereo when screensharing, and using a different headset just in case it was interfering. Any other suggestions on how to fix this? If it helps, we use 8x8 for our phone system. For the contact center we have to use a client in-browser as well as their work app.

[Olipearl]

I would like to hear the response to this as my team is also having this issue with Zoom and 8x8 Work. 

[Olipearl]

Just checking, do you have it also synched with Salesforce?

[EmmerichM]

We don't have it linked with anything.

[Cenifh]

Kinda sad there's no answer or suggestion as to what this could be, as we are having the exact same issue as well ☹️

[Olipearl]

I found the issue with mine. I have 2 versions of 8x8. One I downloaded with the app and that one doesn't work. But when I go directly to the web version of 8x8 and it does works there. Not sure how that fits in with everyone else, but that was my issue and now is resolved.

[EmmerichM]

Definitely a bandaid solution I'll have them try next time we conduct training if the issue pops up again. We use the contact center and not just the work app on its own, using it in-browser alongside the contact center causes other issues. It's just odd that it only happened with NEW agents with new zoom/8x8 accounts, and not people with the same settings on older accounts.