Troubleshooting WebPhone

Steps to troubleshoot the common issues with the WebPhone. Review and click the below issue you are facing. If the issue is not listed, please contact support.

Getting Started

If you haven't already finished setting up your WebPhone, we have a very helpful guide on getting started. You can review it here: https://kb.iplogin.ca/portal/en/kb/articles/permalink-1667186829130

1. WebPhone Is Not Registered/Cannot Dial Out

2. One Way Audio

3. Call Quality

4. No Desktop Notifications

1. WebPhone Is Not Registered/Cannot Dial Out

• We recommend using a USB or Bluetooth headset with the WebPhone 
• If you are using an analog headset, make sure the headset has cables for both ports in the below image
• For analog, make sure the image/color of the headset cable matches the ports it is plugged into

If the WebPhone looks like the below image, completing the below steps is recommended for troubleshooting

In order for the WebPhone to gain registration, the WebPhone requires permission to use a working microphone. Review the below steps for a quick way to find out if the WebPhone cannot access a working mic. 

Check the site permissions

 

Expand the WebPhone to Fullscreen

From the above image, we can see 2 things.

1. The WebPhone has permission to use the microphone
2. There is no microphone detected

Some Windows drivers want to know what device is being plugged into it. If that's the case, make sure to select the device you plugged in is set to headset.

Windows Settings

Open the Microsoft Window's control panel

• Search for audio devices
• Select "Manage Audio Devices"

 

• Make sure the headset is listed under playback and recording with a green checkmark
• If the device doesn't have a green checkmark is marked as disabled right click and make it the default device and communication device

• After these changes are made close the WebPhone and open it back up
• Press "Allow" if the site asks for access to your microphone
• The WebPhone should now be registered
• Try rebooting PC if these above steps fail.

2. One Way Audio

If there is audio is only going one way, there are a number of things to troubleshoot.

• Try making a call with a different person and see if the issue persists
• Check the volume on your headset and on your computer
• Ensure the cables are plugged in nice and tight
• Make sure the headset is turned on and not muted ─ If you are using a wireless headset, make sure it is fully charged
• Ensure your preferred audio device is set correctly in the WebPhone settings pane (see below image)
  
  
  
  

• Listen to something within your computer, whether it's a video or some music, if you can hear the audio investigate the volume mixer to see the volume on the browser
• Reboot your PC
• Reboot your Internet router/modem
• Some headsets have a "push to talk" button
• Check the volume mixer that the browser volume is turned up (see below image)
  
  

 

Additional Windows Settings - If the other person cannot hear you

• Open the Microsoft Window's control panel
• Search for audio devices
• Select "Manage Audio Devices"
• Select the recording tab
• Make sure your headset is set to the default device with a check-mark
• You can right-click the device to change it to default
• Talk into your microphone, you should see the microphone picking up the audio, there is a green bar that indicates this
• If there is no audio being picked up, try a different headset test if the headset is the issue
  
  

3. Call Quality

The underlining cause to call quality usually relates to either the internet connection or the microphone settings and quality. Below are some steps to improve call quality.

• Reboot the modem/router
• Reboot your PC
• Avoid using Wi-Fi by plugging the computer directly into the network with an ethernet cable
• Use a wired headset over wireless, test making a call using PC speakers to rule out headset

 

4. Desktop Notifications

On Windows 10, you can receive desktop notifications while the WebPhone is minimized. If this is not working, review the steps below.

Browser Settings

Select the lock icon by the URL and ensure Notification is set to Allow

Windows Settings

In your Windows 10's settings, make sure notifications is turned on for the web browser that you use

Notifications

You should now be receiving desktop notifications similar to the one below. You may click on the notification to jump to the WebPhone.