The connection drops as soon as I answer a call.
This issue is likely caused by your browser or computer settings. The Webphone may not have the necessary permissions to access your headset and/or microphone. You can adjust these settings on your computer, or follow the steps below. Make sure to check whether you are using the Webphone in a browser or as a standalone application.
I have Windows
You have your Webphone open in a Chrome or Edge browser tab.
- Click on the padlock icon before the URL: https://webphone.voys.nl/dialer.
- Click on cookies.
- Select the page link and click the "remove" button.
- Completely close your browser and reopen it.
- Go to webphone.voys.nl and log in again.
- Grant permission for your microphone and headset use.
You have the Webphone app installed on your computer.
- In the browser, go to the three vertical dots in the top right and click on 'Install Voys Webphone' to reinstall the app on your laptop.
- Grant permission for your microphone and headset use.
- Go to webphone.voys.nl in Chrome and log in again.
- Then uninstall the Webphone using the three dots at the top.
- Click on the page link and click remove at the bottom.
- Click on app information and then go to "Cookies."
- Go to the black bar at the top right and click on the three vertical dots.
- If the Webphone is being used in a Citrix (secure) environment, the microphone may not be allowed to be used. The above steps apply in this case. You should ask your IT person to check the settings of this environment to see if it's possible to use the microphone.
I have MacOS
Is my headset connected to my laptop?
With Apple, you can easily pair your Bluetooth devices when you're near your device. Sometimes, however, the wrong device connects to your Bluetooth device. So check carefully if your headset is connected to your MacBook.
- Click on the Bluetooth icon in the top right.
- You'll see which devices are currently paired with your MacBook.
- If there's a blue background icon next to your headset, that headset is connected.
- Are there other connected devices that also use audio? Click on that icon so it becomes gray. Try calling again - does it work now? If so, another device was taking over your audio.
Your headset is paired, but is it working through your laptop?
Sometimes your headset is paired, but your laptop hasn't registered it properly.
- Go to System Preferences.
- Click on Sound.
- Check if the correct device is selected for input and output. You can also check here if your microphone is working by looking at the input level bar.
Does the Webphone have access to your microphone?
You've now checked if your headset is properly connected to your MacBook, but you still need to check if it's set up correctly in your Webphone.
- Open the Webphone.
- Is de Webphone nog niet als app geïnstalleerd, doe dit dan eerst.
- Druk rechtsboven op de drie stippen.
- Geef aan dat je de Webphone als app wilt installeren.
- Click on the three dots in the top right.
- Click on App information.
- Is the microphone checked under permissions?
- If not, check it. If it is checked and still not working, continue reading.
- If the Webphone is being used in a Citrix (secure) environment, the microphone may not be allowed to be used. The above steps apply in this case. You should ask your IT person to check the settings of this environment to see if it's possible to use the microphone.
Starting over from scratch.
If the above options didn't work, let's start completely from scratch.
- Open the Webphone.
- Click on the three dots in the top right.
- Click on App information.
- Click on Cookies and Site data.
- Click on Manage Cookies and site data.
- Click on the trash icons for all cookies until you have none left.
- Click on Done.
- Click again on the three dots.
- Now choose Remove Voys Webphone.
- Check the option below and click remove.
- Go to webphone.voys.nl
- Enter your credentials.
- Make sure your headset has permission.
- Click on the three dots in the top right.
- Indicate that you want to install the Webphone as an app again.
- Is it working now? If not, you might want to contact an IT person. There's likely something not working properly.
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