My microphone and/or headset is not working
The microphone indicator bar does not turn green. You can check this in the Webphone settings under Devices under microphone.
Does the Webphone have permission to use your microphone and are the settings in the Webphone correct? If so, your headset itself might be having some issues. Check if your headset settings are correct and that your headset is not muted.
I have a Windows
Does the Microphone work in Windows? If not, please make sure its connected to your Windows, otherwise the Webphone can’t connect to the headset either.
- Go to Windows settings.
- Click on Sound.
- Click on advanced sound options.
- Check here if Chrome is not muted.
If the Webphone is used in a citrix (secure) environment, the microphone is probably not allowed to be used. The above applies in that case as well. You can ask your IT person to check the settings of this environment to see if it's still an option to use the microphone.
Make sure you don't select the "Default" or "Communication" devices, but the device itself. If the settings are on Default and Communication, your operating system can switch these on its own, so you're suddenly no longer making calls via your headset, but via your monitor without speakers.
Then it's also possible that the audio is being blocked by your own network.
In that case, try the following:
- Restart your router.
- Are you on WiFi? Use a LAN cable (possibly with a hub as an intermediary) in your laptop. This will also make your internet more stable.
In Windows 11, the webphone loses its audio. Make sure that in the settings you select the devices themselves and NOT communication or default.
- Open the Webphone.
- Click on the three dots in the upper right corner.
- Click on App info.
- 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 on remove.
- Go to webphone.voys.nl
- Enter your credentials.
- Make sure your headset has permission.
- Click on the three dots in the upper right corner.
- Indicate that you want to Install the Webphone as an app again.
- Is it working now? If not, it's best to consult an IT specialist. Something is probably not functioning properly.
I have a MacOS
With Apple you can easily pair your Bluetooth devices when you are near your device. Sometimes the wrong device captures your Bluetooth device. So make sure your headset is connected to your MacBook.
- Click on the Bluetooth icon in the upper right corner.
- You will then see which devices are currently paired with your MacBook.
- If there is an icon with a blue background for your headset, then that headset is connected.
- Are there other connected devices that also use audio? Click on that icon to turn it gray. Try calling again, does it work now? If so, another device was taking over your audio.
Sometimes your headset is connected, but your laptop hasn't properly registered it.
- Go to System Preferences.
- Click on Sound.
- Check if the correct device is selected for input and output. You can also check if your microphone is working by looking at the input level bar.
You've now checked if your headset is properly connected to your MacBook, but now you 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 upper right corner.
- Click on App info.
- Is the microphone also checked in permissions?
- If not, check it. If it is and it's still not working, continue reading.
If the above options haven't worked, let's start completely over.
- Open the Webphone.
- Click on the three dots in the upper right corner.
- Click on App info.
- 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 on remove.
- Go to webphone.voys.nl
- Enter your credentials.
- Make sure your headset has permission.
- Click on the three dots in the upper right corner.
- Indicate that you want to Install the Webphone as an app again.
- Is it working now? If not, it's best to consult an IT specialist. Something is probably not functioning properly.
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