Troubleshooting: One Way Audio issues in your Aircall Desktop/Web Application

Summary

When using the Aircall Desktop/Web application, it's important to follow our Network Requirements and Recommendations as well as our Device & Headset Recommendations to ensure the best quality of audio possible. Should you run into one way audio issues however, there may be some simple steps to help resolve the problem.

Symptoms

• You cannot hear the caller/recipient while on a call
• The caller/recipient cannot hear you while on a call
• Your headset will not play audio when testing in Aircall

• The Aircall app will not detect audio when speaking into your input device

Causes

Your Device

If this issue is affecting all calls, it may be linked to the device you are utilizing, such as a phone, computer, or headset. Make sure that your headset is properly configured and ensure that your volume is at an appropriate level. You can also test if the problem persists when attempting to use Aircall on an alternative device.

Your Network connection

Network problems and a weak signal may result in voice data loss, potentially leading to one-way audio communication. In such cases, we recommend to terminate the call and redialing after a brief pause to allow the network to reset. To assess your Internet connectivity, you can use the Network Diagnostic feature available on the Desktop App under Settings > Preferences > Quality  

You can find further information about the Network Diagnostic feature in this article.

The other party's Carrier

It is important that the audio recording of a conversation between two parties includes the audio from both participants. In cases where one party experiences limited mobile phone coverage (basements, tunnels, or other closed areas, and remote rural areas), poor internet connection, or issues with their service provider, it may result in the audio not being transmitted effectively. This should be addressed to the other party's carrier.

Solution

One possible solution is to follow these steps:

1. Open your Aircall Desktop/Web application with your headset plugged in
2. Unplug your headset
3. Clear you desktop app data or clear your browser cookies/cache
4. Reload your application, or if you are using the web app, completely close your browser and reopen it
5. Sign back in (If you are not prompted to sign back in, please clear your data/cache again)
6. Plug your headset back in
7. If the data/cache has been fully cleared, you should be prompted to allow the headset to be used. After you have clicked to use your device, the application should recognize it, and should automatically adjust your settings appropriately