Troubleshooting

Here are some troubleshooting areas:

 


Why can’t My.Phone.com access my microphone?

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If My.Phone.com cannot access your microphone, it is because certain permissions were not given on the browser, or your headset is not properly plugged in, or recognized on your device.

There are several configuration steps that we recommend following on your browser or device in order to prevent this error from occurring:

 

 


Permissions

You must allow your browser to access your microphone and speakers before being able to accept or make a call in My.Phone.com.

Please do the following in Google Chrome to ensure that the permissions are properly enabled:

Permissions

 

  • Click on the padlock icon next to the URL and then make sure you click Allow in the microphone settings in order to permit My.Phone.com access to your microphone.

Headset

  • Make sure your headset is plugged in and that you are able to hear other sounds on your computer.

Advanced Microphone Permissions Troubleshooting

In case the above did not fix your issue:

  • Make sure that Google Chrome is accessing the right microphone (i.e. USB vs. built in mic) on your computer.

To do this:

  • Open your Google Chrome Settings page:

Microphone

  • Type in “Microphone” on the “Search settings” box at the top of the screen and click Site Settings. (quick link to site settings on Chrome: chrome://settings/content/siteDetails?site=https%3A%2F%2Fmy.phone.com)

 

Site settings

  • Under the “Microphone” section, choose the microphone device you would like to use from the dropdown menu. Google Chrome will now access the microphone you selected by default:

Microphone

Windows Audio Settings

Exclusive Microphone Access

If you are using a Windows OS, confirm that you are not giving exclusive microphone access to another application like Skype:

  • Unplug your headset from the computer.
  • Quit Skype and log out of My.Phone.com.
  • Plug your headset back into your computer.
  • Log back in to My.Phone.com.

Microphone Privacy Settings

  • Check if the applications can access your microphone:
    • Go to Start → Settings → Privacy → Microphone.
    • Click Change to enable the microphone access for the device in use.
    • Under “Allow apps to access your microphone”, switch the toggle to the right to allow applications to use the microphone.

Privacy Settings

  • If the previous steps have solved the problem you must adjust your computer settings to prevent this from happening again:
    • Open your “File Explorer” and click on Control Panel. Next, click on Hardware and Sound and then click on Sound.
    • Click on the Recording tab, select your microphone (i.e. “Headset mic”, “Internal mic”, etc.) and click Properties.
    • Click the Advanced tab. Click on the checkmark in the box next to “Allow applications to take exclusive control of this device” to remove the checkmark from the box. Then click Apply.
    • Access the sound settings from the Control Panel. The location of this setting varies depending on your Windows version:

Windows settingsWindows settings

Mac Audio Settings

If your computer is running a Mac OS, check to make sure your headsets are compatible with Apple products. Macs use a different type of microphone input technology compared to other operating systems. This means that, even if you are using a headset with a built-in microphone, your Mac may not detect it and instead use the computer’s internal microphone.

An easy way to check if your headset is Mac-compatible is to plug it in and go to System PreferencesSoundInput tab. If your computer is picking up the microphone from your headset, it should read “External Microphone”:

My.Phone.com Audio Settings

  • My.Phone.com does not have it’s own audio settings, these are entirely dependant on the microphone and speaker settings of your device’s operating system (ie. Mac, Windows). 

 


 

How do I enable browser notifications, so I can make and receive calls?

If you accidentally denied permissions for notifications, microphone and webcam, follow these instructions to enable them.  These browser are needed so you can make calls, show your webcam view in video conference, and be notified when you get new messages or incoming calls.

https://meeting.support.phone.com/support/solutions/articles/42000079053-browser-permission-errors

 

Select the browser you are using from the list below to find instructions on how to change your browser permissions to allow access to your microphone and or camera.

 

GOOGLE CHROME:

  1. Click on the small lock symbol at the top left of your Chrome browser’s address bar field.
  2. Click on the small arrow to the right of ‘Camera’ and ‘Microphone’ and select ‘Allow’.

Refresh the browser window.

Allow microphone

FIREFOX:

  • Click on the small lock symbol at the top left of your browser’s address bar field.
  • Click on the small arrow to the right of ‘Camera’ and ‘Microphone’ and select ‘Allow’.
  • Refresh the browser window.

 

MICROSOFT EDGE:

  1. Click on the small lock symbol at the top left of your browser’s address bar field.
  2. Click on the small arrow to the right of ‘Camera’ and ‘Microphone’ and select ‘Allow’.
  3. Refresh the browser window.

 

SAFARI on Mac:

Select ‘Safari’ from the menu bar and choose ‘Settings for this website’.
Verify you have not denied access to your camera, microphone, or screen sharing.

Allow microphone

SAFARI on iPhone or iPad:

  • Navigate to the settings on your iPhone or iPad and select ‘Safari’ to adjust access to your camera or microphone.
  • Phone Settings > Safari > camera/microphone

 

Why does it take a second(s) to connect an incoming call?

 

  • In order to support many different devices being able to be connected to extension/users to receive calls we only connect to our call servers when a call becomes active, there are several connection and verification steps that occur when connecting to answer a call. 
  • Note: We are working to remove this delay in answering. 

 

 

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