If the Salesforce CTI is not detecting any audio devices while your Aircall desktop and web apps work normally, the issue is likely related to microphone permissions in Salesforce session settings.

Symptoms

You may notice:

  • The Salesforce CTI does not detect any audio devices

  • Audio devices work correctly in the Aircall desktop app and Aircall web app

Cause

Salesforce administrators are required to grant microphone permissions in the Salesforce session settings. If these permissions are not configured correctly, the CTI will not recognize audio devices.

Important: If microphone permissions are restricted in Salesforce session settings, the Salesforce CTI will not detect any audio devices.

Solution

To resolve this issue, update the microphone permissions in Salesforce.

Steps

  1. Access the session settings in Salesforce.

  2. Go to Browser Feature Permissions.

  3. Change the microphone settings to Always instead of Trusted URL's only.

  4. To check the results, sign out of the Salesforce console and then open the Aircall CTI again.

Note: Signing out and back into the Salesforce console is required for the new microphone permissions to t
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