No audio or microphone
The softphone runs in your browser and uses its microphone and speaker. Most audio problems are a blocked permission or the wrong device.
Allow the microphone
The first time you open the softphone the browser asks for microphone access. If it was refused, calls connect with silence.
| Browser | How to allow |
|---|---|
| Chrome and Edge | Click the lock or tune icon left of the address bar, set Microphone to Allow, then reload the page. |
| Safari | Safari menu > Settings for app.whautovoice.com > Microphone > Allow. |
| Firefox | Click the microphone icon in the address bar, remove the block, then reload and click Allow when asked. |
On macOS also check System Settings > Privacy & Security > Microphone and make sure the browser is ticked. On Windows check Settings > Privacy > Microphone.
Pick the right device
Open Audio settings in the softphone (the sliders icon during a call). Choose your headset under Microphone and Speaker, and click Test to hear a tone. Some browsers cannot choose the speaker; they follow the system default, so set the headset as the default output in the operating system.
A wired headset avoids echo and the "the caller hears themselves" complaint that laptop speakers cause.
Reconnecting
Reconnecting in the call bar means the audio connection dropped and is being re-established. Wait a few seconds. If it keeps happening, switch from Wi-Fi to a wired connection, or turn off a VPN. Corporate firewalls sometimes block the audio ports; ask IT to allow WebRTC traffic to your telephony provider.
Provider-specific checks
- Vonage: the application's RTC (in-app voice & messaging) capability must be switched on in the Vonage dashboard, or the softphone cannot register. See Connect Vonage.
- Plivo: the softphone creates an endpoint for you the first time it opens. If registration fails, an Administrator should re-verify the Plivo credentials.
- Twilio: the TwiML App SID must be set for browser calling.
Still silent?
- Reload the page and set your presence to Available again.
- Try another browser to rule out an extension.
- Check Settings > Team shows your Softphone column as Available after reloading; Offline means the softphone never registered.
Related
Email us at hello@whautovoice.com and we will get you sorted.