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

Chrome

• First, open Chrome menu from top right corner

• 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

• Select Site settings
  

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• Expand Additional content settings at bottom

• Select Sound
  

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• 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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Voice for Browser

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2023.3.2

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and later

(You can check your version from Voice for Browser > Menu > About)

This version has improved the above audio handling.

Please see more at: Keep audio devices always connected

Voice for Browser 2023.2.6 to 2023.3.1

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.

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:

Browser-specific audio workarounds