If you are experiencing an issue where you cannot hear audio during Coaching or Whisper mode calls in Aircall, or if you hear a beep and the call drops, this guide will help you troubleshoot and resolve the issue.

What is happening

This issue usually occurs when you are able to make regular calls through the Aircall Workspace web app but you have no audio or see the Coaching button greyed out when using the Coaching or Whisper feature.

Troubleshooting steps

To resolve the issue, you will need to check your network protocol and, depending on the result, either your network configuration or your browser audio settings.

1. Check the network protocol in Network Diagnostics

The issue may be related to the type of protocol being used. You can verify this in the Network Diagnostics panel.

Steps

  1. Open the Network Diagnostics panel by following the instructions in the article Network Diagnostics Panel

  2. In the diagnostics results, check whether your system is using TCP or UDP as the network protocol.

2. Apply the solution based on the protocol

If the protocol is TCP

This may indicate that your network is blocking certain necessary ports for Aircall.

Steps:

If the protocol is UDP

In this case, the issue might be related to your browser’s audio settings.

Steps:

  • Make sure your web browser (for example, Google Chrome) has permission to access your microphone.

  • Check that the Aircall web app is not experiencing any other audio issues.

Next steps

Once you have completed the checks and applied the relevant changes, test the Coaching and Whisper features again.

Tip: For the most stable experience and to reduce potential issues, we highly recommend downloading and using the Aircall Workspace desktop or mobile apps instead of the web version whenever possible. You can dowload it from aircall.io/download

If you are still experiencing issues after these steps, please contact Aircall Support for further assistance.