If you're experiencing an issue where you're unable to hear audio during Coaching or Whisper mode calls on Aircall, or if you hear a beep and the call drops, don’t worry! We're here to help you troubleshoot and resolve the issue quickly.
What’s Happening?
This issue usually occurs when users are able to make regular calls through the Aircall web app (https://phone.aircall.io/) , but having no audio or the coaching button greyed out when using the Coaching or Whisper feature.
Troubleshooting Steps
To resolve the issue, we’ll need to check a few things to ensure your network and browser settings are correctly configured:
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Network Protocol Check
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The issue may be related to the type of protocol being used. We recommend checking the network diagnostic panel test results to see which protocol is being used. Here's how to access the Network Diagnostics Panel: https://support.aircall.io/hc/en-gb/p/ai-support/#/articles/10375395920157
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Once you've accessed the diagnostics, check whether your system is using TCP or UDP as the network protocol.
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Solution Based on Protocol:
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If the protocol is TCP:
This may mean that your network is blocking certain necessary ports for Aircall. In this case, we recommend contacting your IT team and asking them to allow UDP ports for Aircall traffic. You can refer to below guide to help with the setup for firewall and network configurations. https://support.aircall.io/hc/en-gb/p/ai-support/articles/11329871933085 -
If the protocol is UDP:
The issue might be related to your browser’s audio settings. To fix this, ensure that your web browser (like Chrome) has the necessary permissions to access your microphone. Also, check that the web app isn’t experiencing any audio issues in other areas.
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Next Steps
Once you’ve followed these steps, please test the Coaching and Whisper features again. If you're still experiencing issues, feel free to contact our support team for further assistance.