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.

Reason: Chrome 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.

Browser workarounds

Following workarounds may help with the problem.

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
In 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

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

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):

Also a dialog is displayed inside Voice for Browser. User needs to click on the Fix button to fix the audio problem:

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 can be configured with two different options for handling the audio streams: Default and Legacy.

Please note: Audio handling mode 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. Please contact your admin user or Enreach support for further instructions.

Audio troubleshooting