Web Phone (desktop) Audio Issue

Introduction

The Web Phone is a browser-based softphone built on the WebRTC standard. It operates within Google Chrome and uses the browser's memory resources.

Because of this, Chrome's performance settings can directly impact its ability to stay registered to the portal and maintain audio during calls. This guide will help you resolve the most common audio issues.

✅Quick Checklist

Start with these basic checks before proceeding to detailed troubleshooting:

• Ensure your Web Phone shows a green registered icon

• Verify your microphone and speaker are properly connected

• Check that Chrome is updated to the latest version

• Confirm no other applications are using your microphone

🛠️ Common Issues & Solutions

1. Audio Drops During Calls

Problem: If audio cuts out mid-call, Chrome's Memory Saver feature may be suspending the Web Phone tab when it's in the background.

Solution: Whitelist your portal URL in Chrome's Performance settings.

➡️Steps:

• In Chrome, click the three-dot menu (⋮) in the top right corner.

  

• Select Settings.

• In the left-hand menu, click Performance.

  

• If Memory Saver is toggled off, these steps won’t apply. Instead, open a support ticket.

• Click Add under Always keep these sites active.

• Enter your portal URL and click Add.

  

• The URL will now appear in the allowed list.

  

2. Microphone or Speaker Not Recognized

Problem: Your Web Phone cannot detect or use your audio devices.

Solution: Follow these steps each time you open the Web Phone:

• Ensure it is registered (green icon visible).

  

• If not registered, click the first icon on the left to reset microphone and notification permissions.

• In Settings, confirm that your preferred microphone and speaker devices are selected.

3. One-Way Audio (Can Hear but Cannot Be Heard)

Problem: The other party can hear you, but you cannot hear them (or vice versa).

Solution: This is often caused by firewall or antivirus software blocking RTP ports.

To test:

• Temporarily disable your firewall and antivirus software.

• If audio works, contact your IT department to allow the necessary RTP ports for your domain.

• For full firewall recommendations, visit: Firewall Recommendations