TODO
Public document with details on how and why to troubleshoot audio issues
Linked here from audio issue dialog
Alert sound not heard on incoming calls
Problem: TODOUser receives an incoming call, but cannot hear the alert sound. Call is visible and alerting in Voice for Browser. When the call is answered, the sound can be heard normally during the call.
Reason: Chrome /Edge Autoplay policy
Workarounds:
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Chrome Enterprise and Edge instructions
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and Edge browsers are preventing audio playback from a window, tab or iframe, which the user hasn’t interacted with. This autoplay policy was developed by browser manufacturers to prevent unwanted audio from playing, such as audio or video advertisements.
Read more: https://developer.chrome.com/blog/autoplay/
Voice for Browser version 2023.2.6 and later
(You can check your version from Voice for Browser > Menu > About)
This version offers two solutions for the problem:
1. User is made aware of the audio problem
Problem with alert sound is detected and the user is notified.
A desktop notification is displayed for the user (if notifications are permitted):
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A dialog is displayed inside Voice for Browser. User needs to click on the Fix button to fix the audio problem.
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This helps with the problem because browser requires user interaction (just a click) with the phone before allowing it to play audio. However, this only helps as long as the phone stays open. If the phone is reloaded then the audio problem may appear again.
2. Audio handling mode can be selected
It's possible to change how the phone handles audio streams. There are two options:
Default
In this mode, the audio stream is opened only when required. For example, when there is an ongoing phone call or when the phone alert sound is played back.
Red circle in browser tab now appears only when audio stream is open
Legacy
In this mode, the audio stream stays opens all the time. This way the alert sound should be always heard.
Red circle in browser tab is now always visible.
Downside is that while the audio stream is open, the sound quality of other applications may be lower at same time.
This mode is recommended if Chrome and Edge workarounds below do not help.
Please note: Audio handling mode cannot be changed by the user, but instead it is an configuration option for Voice for Browser which is set when the phone is initialized. Please contact your admin user or Enreach support for further instructions.
Other workarounds
Chrome
See if your Chrome is Managed by your organization
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Open Settings
Select Privacy and security
Select Site settings
Expand Additional content settings at bottom
Select Sound
Add your url with the Voice for Browser into list of sites that are Allowed to play sound
Restart your Chrome
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Edge
Open Settings
Select Cookies and site permissions
Go to Media Autoplay
Select Allow for all sites, or add your url with the Voice for Browser in to list of allowed sites
Restart your Edge
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