Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

You can test the settings for your WebRTC phone at the following times:

To test your speakers (Chrome browser users only), click the blue speaker icon. If you use the WebRTC Phone window, then test your speakers in the window. For more information, see Browser window for WebRTC phones.

If you hear test tones, then your speakers are working properly. If you do not hear test tones or you encounter other problems, then click Test Settings to check for issues. The client checks only for microphone. For other diagnostics, click Click here for additional troubleshooting. This image shows the embedded client with the option to click for additional troubleshooting.

The additional troubleshooting opens the Genesys Cloud WebRTC Diagnostics app. For more information about running the tests in the app, see Run the standalone Genesys Cloud WebRTC Diagnostics app.

Common issues and solutions

If your computer and system meet all the Genesys Cloud embedded clients requirements and you have issues with the WebRTC phone, then test your settings and check the following information.

For issues with… Try these solutions…
Microphone
  • Check your microphone’s connection.
  • Check your microphone’s volume and settings on your computer.
  • If you have more than one microphone connected to your computer, then use the WebRTC Settings to choose a different microphone. 
  • Unmute the microphone in the client call controls.
  • Close or block other applications from using the microphone.
  • Allow your browser to use your microphone.
Speaker
  • Check your speaker’s volume and settings on your computer.
  • If you have more than one speaker connected to your computer, then use the WebRTC Settings to choose a different speaker 
  • Close or block other applications from using your speakers.
Connectivity
  • If you are connected to a VPN, then disconnect from the VPN.
  • Use a wired connection instead of a wireless one.
  • Hang up and connect again.
  • Inform your IT department of a connectivity problem.
Placing or receiving calls
  • Clear your browser’s cache.
  • Log out and back in to the client.

If these solutions do not work, then contact your IT department.

For more information, see About phones, Log in to the client, Select a phone, Change your WebRTC phone settings, , and Troubleshoot phone issues.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.