AC-204TR

USB Agent Assist Headset with ENC

The patent-pending AC-204TR enables BPOs, call centers, and contact centers to improve agent training by making it easier for coaches to connect to agent’s calls and offer guidance directly. It completely eliminates the need for Quick Disconnect (QD) headsets and offers a more modern, seamless solution that will reduce call times while providing better quality and more efficient training for agents.

Improve Agent Training

The AC-204TR, worn by agents, offers a secure Bluetooth connection to the Cyber Acoustics HS-1500BT II, a professional wireless headset coaches wear that allows them to connect to each agent’s call to listen or take over the conversation with the press of a button

Excellent ENC

This headset features excellent Environmental Noise Cancelation (ENC), which is not typically available with QD headsets, ensuring customers only hear the agent's voice, not what's going on around them

Secure Wireless Connection

The secure wireless connection between the AC-204TR and the HS-1500BT II utilizes encryption security, ensuring no other devices, including another HS-1500BT II from a different coach, will connect to the agent’s AC-204TR, keeping the call between an agent and customer secure. Coaches can monitor both sides of the conversation between an agent and customer and take control of the conversation with the press of a button, without the need to swap QD connections with the agent

In-line Controller for Sound and Bluetooth Connection

The AC-204TR includes an in-line controller with convenient volume and mute controls with LED indicator, an integrated Bluetooth button with LED indicator for quick connection to the coach's HS-1500BT II, and a mic source button with an LED indicator to select between agent and coach headset mic easily

Lightweight and Comfortable

The AC-204TR is lightweight enough to wear all day and features an adjustable headband, soft leatherette earpads, and an ambidextrous boom mic that lets the agent choose which side they prefer to wear the mic on

Platform Compatibility

Works with all audio and video conferencing platforms, including Microsoft Teams, Google Meet, Genesys Cloud, Twilio, NICE CXone, Amazon Connect, 8x8, Five9, Talkdesk, RingCentral, Sanas, and Avaya

Datasheet | Support | Quickstart Guide | Agent Setup | Bluetooth Wireless Operation

Contact Sales

1 Minute Saved Per Call = $250,000+ Per Year

Why Every Minute Counts in Call Centers

1,000 calls/day

1 minute saved per call

$1,000/day saved

$250,000+/year

This cost includes agent wages, telecom usage, infrastructure, and opportunity cost of handling fewer calls per hour.

Specifications

USB-A
Over the head and adjustable
-62dBV Microbar
-40dBV Pascal
+/- 4dB
Mic Mute, Bluetooth, and Mic Source

8 feet
USB-A equipped devices
In-line volume, mute, Bluetooth connect, and microphone source buttons
Yes

Environmental Noise Canceling Microphone

The AC-204TR features Environmental Noise Cancelation (ENC), which uses two microphones and an advanced algorithm to minimize noise for clear customer calls
Controls Designed for Agent Assist

The AC-204TR’s in-line volume and mute controls also include Bluetooth call connect and microphone switching capability. Connect to an HS-1500BT II and switch microphone inputs with the press of a button for a seamless customer service experience
Versatility and Comfort

With an adjustable headband and easy-to-clean leatherette earpads, the AC-204TR features a rotating boom microphone, allowing you to wear the microphone on either side of your head

Black Bluetooth headset control module with labeled buttons for mute, volume up, volume down, Bluetooth, and microphone select, connected to a USB plug with red, white, and green indicator icons.

Softphone Interoperability

Platform	Agent Headset	Testing Requirements	Headset Requirements	General Requirements
Genesys Cloud (CCaaS platform)	AC-204TR, AC-204ENC II, AC-304TR, AC-304	Hardware Vendor Integration and Managed Test Program	Headset Recommendations	Standard USB Headset with optional custom integration for mute & call controls
Twilio (Programmable communications)	AC-204TR, AC-204ENC II, AC-304TR, AC-304	Headset Vendor Self Test	Headset Information	Standard USB Headset
NICE CXone (CCaaS platform)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Headset Vendor Self Test	Headset Information	Standard USB Headset
Amazon Connect (Cloud contact center)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Headset Vendor Self Test	Headset Requirements	Standard USB Headset
8x8 (Unified communications)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Headset Vendor Self Test	Headset Information	Standard USB Headset
Five9 (Cloud contact center)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Headset Vendor Self Test with Formal Verification	Headset Recommendations	Standard USB Headset with optional custom integration for call controls
Talkdesk (Cloud contact center)	AC-204TR, AC-204ENC II, AC-304TR, AC-304	Headset Vendor Self Test	Headset Information	Standard USB Headset
Avaya (Enterprise communications)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Not Maintained	Headset Information	Program Not Maintained Standard USB Headset with legacy program for optional custom integration for call controls
RingCentral (Unified communications)	AC-204TR, AC-204ENC II, AC-304TR, AC-304	Headset Vendor Self Test	Headset Reccomendations	Standard USB Headset with optional custom integration for call controls
Sanas (Voice personalization)	AC‑204TR, AC‑204ENC II, AC‑304TR, AC‑304	Managed Test Program	Headset Information	Standard USB Headset