Before looking at the network, make sure your Webphone is set up correctly.

Check your microphone

• Open the Webphone and go to Settings > Devices.
• Check if the microphone indicator bar turns green when you speak. If it doesn’t move, the Webphone isn’t picking up your microphone.
• Make sure the correct microphone is selected — don’t use “Default” or “Communication” if possible. Select the device itself. When set to Default or Communication, your operating system can switch devices on its own.

Check your audio output

• In the same Devices settings, check that the correct speaker or headset is selected for audio output.
• Test with both your headset and your speakers to see if the issue is with a specific device.

Check if Windows recognizes your headset. If the microphone doesn’t work in Windows, the Webphone can’t use it either.

Does the Webphone have access to your microphone?

• Go to Windows Settings > Sound > Advanced sound options.
• Check that the browser running your Webphone (Chrome or Edge) is not muted.
• If you’re using the Webphone in a Citrix environment, your IT person may need to allow microphone access in that environment.

Windows 11 tip: Make sure you select the device itself in your audio settings — not “Default” or “Communication”. Windows 11 can switch these automatically, causing you to suddenly call via your monitor instead of your headset.

Still not working? Reinstall the Webphone.

• Open the Webphone and click the three dots in the upper right corner.
• Click App info > Cookies and Site Data > Manage cookies and site data.
• Click the trash icon for all cookies until none remain, then click Done.
• Click the three dots again and choose Remove Voys Webphone. Check the option below and click Remove.
• Go to webphone.voys.co/login in Chrome or Edge.
• Log in and grant microphone permission.
• Click the install button in the URL bar (computer screen icon with a small arrow) and click Install.

If it’s still not working after reinstalling, contact your IT specialist — something on your system is likely blocking access.

MacOS

Is your headset connected?

• Click the Bluetooth icon in the menu bar to see which devices are connected.
• If your headset has a blue background icon, it’s connected. If another audio device is also connected, click it to disconnect — it may be taking over your audio.

Is your headset registered by MacOS?

• Go to System Preferences > Sound.
• Check that the correct device is selected for both input and output.
• Watch the input level bar — it should respond when you speak.

Does the Webphone have microphone permission?

• Open the Webphone (install it first if needed via webphone.voys.co/login in Chrome or Edge).
• Click the three dots in the upper right corner.
• Click App info and check that the microphone is enabled under permissions.

Still not working? Reinstall the Webphone.

• Open the Webphone and click the three dots in the upper right corner.
• Click App info > Cookies and Site Data > Manage cookies and site data.
• Click the trash icon for all cookies until none remain, then click Done.
• Click the three dots again and choose Remove Voys Webphone. Check the option below and click Remove.
• Go to webphone.voys.co/login in Chrome or Edge.
• Log in and grant microphone permission.
• Click the install button in the URL bar and click Install.

If it’s still not working, contact your IT specialist.

If the microphone indicator doesn’t respond, work through the steps below for your operating system.

Windows

Is your headset connected?

Before running network tests, check our status page. If the issue is on our end, multiple customers would be affected and we’d know about it quickly.

No outage detected? Run a ping and speed test — but only from a computer connected via a wired connection, not Wi-Fi. Wi-Fi introduces its own instability and won’t give you an accurate picture.

Your connection is fine, but packets may be arriving out of order. Enable Quality of Service (QoS) on your router — ask your IT person to configure this.

Your network is likely overloaded or there’s a hardware issue. If the setup is too complex to diagnose yourself, bring in an IT specialist.

First, enable QoS on your router.

Does the problem occur at specific times, or all day?

If only at specific times, peak loads may be the cause:

• Schedule heavy tasks like backups outside working hours.
• Cloud services like Dropbox or iCloud sync automatically and can spike network load.
• Consider upgrading your internet subscription if capacity is consistently too low.

Hardware check:

• Use a wired connection for your laptop when making important calls — Wi-Fi is more prone to disruptions.
• The more complex your network (SD-WAN, VPN, MPLS), the more potential for routing issues that affect audio.

Still no issue found? Bring in an IT specialist. High ping values always have an underlying cause.

If your provider says everything is fine but can’t send a technician, bring in your IT specialist.

Run the test at the exact moment problems occur. To solve the problem thoroughly, the full network needs to be examined: internet connection, modem, router, firewalls, and connected devices. Your IT specialist can help with this.