AC-204TR II
USB Agent Assist Headset with ENC
The patent-pending AC-204TR II 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 II, 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 II 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 II, 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 II 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 II 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
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
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USB-A
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Over the head and adjustable
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-62dBV Microbar
-40dBV Pascal
+/- 4dB
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Mic Mute, Bluetooth, and Mic Source
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8ft or 2.4m
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USB-A equipped devices
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In-line volume, mute, Bluetooth connect, and microphone source buttons
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Yes
| Platform | Agent Headset | Testing Requirements | Headset Requirements | General Requirements | |
|---|---|---|---|---|---|
 |
Genesys Cloud (CCaaS platform) | AC-204TR II, 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 II, 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 II, 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 II, 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 |
Download Table as PDF
FAQs
Why isn’t the noise cancelation working on my headset microphone?
If background noise is still being picked up, your computer may be using the wrong mic, like the one built into your laptop. Go to your app’s audio settings (like Teams or Zoom) and make sure your Cyber Acoustics headset is selected as the input.
Why can’t I hear myself through the microphone?
The headset does not play your microphone audio back into the headphones by default. If microphone monitoring is needed, it can usually be enabled through your computer’s operating system settings.
Will this headset work with a Mac or Chromebook?
Yes, the AC-204TR II is compatible with Mac and Chromebook computers.
Can I use this headset with PlayStation, Xbox, or Nintendo consoles?
This headset is not intended for use with gaming consoles and is designed for use with computers and smartphones. Most consoles do not support the drivers required for this headset.
What is Environmental Noise Cancelation (ENC)?
ENC uses an advanced algorithm and 2 microphones to minimize background noise, so you sound clearer on calls. Around 60 to 90 percent of low-frequency background noises will be reduced, but ENC will not block instantaneous noises such as animals or babies.
