Alert sound not heard on incoming calls
Problem: User 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.
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Read more: https://developer.chrome.com/blog/autoplay/
Browser workarounds
Following workarounds may help with the problem.
Chrome
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First, open Chrome menu from top right corner
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Check if your Chrome is Managed by your organization at bottom of the menu:
Open Settings
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In Settings, select Privacy and security
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Select Site settings
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Expand Additional content settings at bottom
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Select Sound
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Voice for Browser
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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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2023.2.6
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to 2023.3.1
(You can check your version from Voice for Browser > Menu > About)
This version Versions 2023.2.6 to 2023.3.1 offers two solutions for to the problem:
1. User is made aware of the audio problem
Problem with alert sound is detected and the user is notified.
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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 configured
Voice for Browser 2023.2.6 and later can also be configured with two different options for handling the audio streams: Default and Legacy. This configuration option sets the selected mode for the whole organization.
Please note: Audio handling mode this configuration option cannot be changed by the user, but instead it is a configuration option for Voice for Browser which is set when the phone is initialized in an embedded scenario. Please contact your admin user or Enreach support for further instructions.
Voice for Browser 2023.3.2 and later
This version has improved the above audio handling.
Please see more at: Keep audio devices always connected
Browser workarounds
If the above information doesn’t apply to you, there are also browser workarounds to help with the alert sound not playing back: