Troubleshooting Call Ringing and Audio Issues

Becca Hedrick

December 08, 2025 20:38

If you are not hearing calls ring or cannot hear callers during calls, follow the steps below to identify whether the issue is related to system configuration or your local environment.

Step 1: Verify Call Routing (For Ringing Issues)

If calls are not ringing to you, begin by reviewing call routing before checking audio settings.

Confirm that you (the agent) are included in the routing for the relevant tracking number. This may include:
- Direct routing
- Queue assignment
- Smart Router configuration
Review example calls and check the call flow:
- Ensure the system is attempting to route calls to you
- Look for your email in the call flow, along with a status indicating the routing attempt

If calls are not routing to you, contact your administrator to update the routing configuration.

Step 2: Check Browser Permissions

If routing is confirmed or the issue involves audio during calls, verify your browser settings.

Ensure the following permissions are enabled:

Sound: Set to Allow
Notifications: Set to Allow
Microphone: Set to Allow

These settings ensure your browser can properly deliver call audio and alerts.

Step 3: Verify Softphone Audio Settings

Next, check your softphone audio configuration.

In your Audio & Sound Settings, confirm:

Microphone Input: Set to your correct audio device
Output Speaker: Set to your correct audio device

Incorrect device selection can prevent you from hearing calls or being heard.

Step 4: Perform a Test Call

After confirming your browser and softphone settings, if you've made any changes, make test calls. These can be used as examples if you need to reach out to support. If you do need to reach out to support, enable support access by navigating to Settings > Account Settings > Support Access. This will allow support access to switch into your account to make test calls if needed.

Step 5: Determine Next Steps

If the issue cannot be reproduced:
This suggests the problem is likely related to your local environment, such as hardware, operating system, or network settings. Contact your internal IT team for further assistance.
If the issue can be reproduced:
This indicates a potential system issue. Ask your administrator to document the troubleshooting steps and escalate the issue for further investigation.