If you're using Connect Chat to support users you may not get audio or desktop alerts when someone joins the queue. This article provides some things to check to fix this issue.

Check Connect Settings

Open Connect Conversations:

In an open chat click the bell icon to open notification preferences:

Click to enable Desktop Notifications:

And ensure audio notifications are enabled:

Browser Settings

Right-click the tab to open the tab menu and ensure the tab/site isn't muted:

How you configure browsers will depend on the browser but you should also check that ServiceNow is allowed to show notifications and play audio. For example in Firefox an icon is shown in the URL bar to control audio and notices:

Check the Audio File

Open this location in your browser:

https://sotonproduction.service-now.com/connect_alert_echo.mp3

If you get an error hit reload/refresh on your browser and the sound should play.