Test your WebRTC phone settings

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, 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 for microphone, connectivity, and network throughput issues.

Note: Chrome browser users can select their microphone and speakers. (See image.) Firefox browser users can only select their microphone.

Test WebRTC phone settings

Common issues and solutions

For issues with… Try these solutions…
  • 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.
  • 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.
  • 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 phonesLog in to the clientSelect a phone, Change your WebRTC phone settings, , and Troubleshoot phone issues.

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