Common Webphone Issues & FAQs
On this page, you’ll find solutions to common issues you might encounter while using the Webphone. If you’re unsure how the Webphone works or need more information on its features, this Q&A page covers everything you need to know. Whether you’re troubleshooting or just learning about the Webphone’s options, you’re in the right place.
Problem | Settings to Check | Why It Helps / What It Means |
Audio Issues | ||
All Audio Issues | Visit our  Audio Issues page to identify the exact problem you’re facing and find steps to fix it. | If you’re experiencing consistently poor audio quality on the Webphone, it’s often caused by internet-related problems—but other factors can play a role too. |
Call Notifications & Pop-ups | ||
I minimized my Webphone and don’t hear ringing. | - Make sure the Webphone is not closed.
- Check pop-up notification settings.
- Even if you minimize the Webphone, you should still receive a ringtone and a pop-up notification. If you don’t see this go to: ‘I don’t see a pop-up when I receive a call’. | - Minimizing doesn’t stop notifications, but closing the app does.
- Notifications must be enabled to alert you. |
I don’t see a pop-up when I receive a call. | Use Google Chrome (not Edge). Enable notifications in Chrome and OS (Windows or Mac).
Grant Chrome permission on your Windows:
- Click Start.
- Type Notifications in the search bar.
- Open Notification & action settings.
- Turn on notifications and make sure Chrome has permission.
- Turn off Focus Assist.
- If it still doesn’t work, restart - your Windows.
Grant Webphone permission in Chrome for pop-ups:
- Open the Webphone.
- Click on the three dots.
- Click App info.
- Scroll down and click Settings.
- Make sure you enable Notifications.
Grant Chrome permission on your MacOS:
- Go to System Preferences on your MacBook.
- Click Notifications & Focus.
- Click Chrome.
- Turn on Allow Notifications.
- Check the options for when you want to receive these notifications.
- If Chrome appears multiple times, you need to adjust settings for both entries!
Grant Webphone permission on your MacOS in Chrome for pop-ups:
- Open the Webphone.
- Click the three dots.
- Click App info.
- Scroll down and click Settings.
- Make sure Notifications are enabled. | - Edge doesn’t support pop-ups.
- Notifications must be enabled in both browser and OS to show incoming calls. |
Account & Registration Issues | ||
Webphone shows "I don’t have a VoIP account." | - Ensure you have a user account  Adding an extra user
- If you have a user account, check if you have VoIP account for the Webphone connected to your user account, if not go to  VoIP account | VoIP account registers your Webphone with the system; without it, calls won’t work. |
I’m not receiving incoming calls. | 1. Make sure you're available on the Webphone by clicking on your name and put yourself on Available on the Webphone.
2. Open the Webphone and go to Settings. Make sure the Webphone account is the one connected to your User Account.
3. Make sure your Webphone account is included in the Dial plan. See  Set and modify your Dial Plan how to add your user account.
4. The Webphone can only be used on one computer at a time per user. Always make sure to log out if you or a colleague are using the Webphone on multiple devices.
5. Go to ‘My Microphone and/or headset is not working’ to check if your headset is working properly. | VoIP account registers your Webphone with the system; without it, calls won’t work. |
My microphone and/or headset is not working. | - In the Webphone click on Settings.
Go to Devices and talk in the microphone. Is the bar becoming green under Microphone? If not, select the correct device.
- Your headset needs permission from your laptop or computer to work. Go to  My microphone and/or headset is not working for our step-by-step guide | Your headset doesn’t work if Chrome and your operating system don’t give acces for the Webphone to use it. |
I can’t see all my colleagues in Webphone. | There is an option in the Webphone that allows you to only see colleagues who are online. If you want to see all your colleagues, you can turn off this option:
- Open the Webphone.
- Click on Settings.
- Scroll to General.
- Uncheck the option Only online colleagues.
- Now click on Dialer.
- All your colleagues are now visible.
Not all of my colleagues are visible yet:
Some of your colleagues can be found under the Colleagues tab. Other colleagues are listed under Accounts. The colleagues under Accounts are not linked to a user account, which is why they appear there. If you want all colleagues in one place, you can link all VoIP accounts to user accounts.
- Log in to Freedom.
- Click on Admin.
- Go to Users.
- Click on a User.
- Go to telephony settings.
- Go to VoIP-Accounts.
- Select all VoIP-Accounts for that user.
If there isn't a user yet for this colleague, click on add instead of selecting an existing user. Then add the VoIP accounts there. | Filtering hides offline users; unlinked accounts don’t appear under colleagues tab. |
Call Connection Issues | ||
The connection drops as soon as I answer a call. | Find the solution in Call Connection issues with my Webphone | |
Other Issues | ||
Webphone becomes inactive when away from laptop. | Enable Prevent sleep mode in the Webphone:
- Open the Webphone.
- Go to Settings.
- Scroll all the way down and go to General.
- Check Prevent sleep mode.
- If this was already done, read on in Webphone becomes inactive when away from laptop | Web browsers often put tabs or applications that haven’t been used for a while into sleep mode, primarily to conserve battery power. Our Webphone doesn't control these functions. As a laptop user, you’ll need to adjust your browser and/or laptop settings to prevent this from happening. |
My Webphone starts automatically when I turn on my laptop, but it doesn't seem to work? | You want the Webphone to start automatically when you start your laptop. This is certainly an option, but we do recommend always checking if your Webphone has fully started. It may happen that the Webphone doesn't respond immediately. What could be causing this?
• You might still be on DND (Do Not Disturb) from the last time you used the Webphone. The Webphone remembers this the next time you start up.
• It may also be that you always need to bring the Webphone to the foreground to make it fully active.
• Your headset might not be properly connected. The Webphone doesn't allow calls in this case because it knows your audio isn't working properly.
• You might be using the Webphone in a browser tab and letting Chrome start automatically. Make sure you install the app on your laptop. Click here to learn how to do this.
Tip! If you use automatic startup, always check if your Webphone is active and your headset is connected. | |
Macbook: How do you start the Webphone automatically? | • Open the Webphone.
• Go to your dock, where the Webphone app should now appear (If this is not the case, you need to install the Webphone as an app first. Click on the three dots in your browser to install the Webphone as an app).
• Hover over the Webphone with your mouse and click the right mouse button.
• Now choose Options.
• Check Open after login. | |
Windows: How do you start the Webphone automatically? | • Click on the Start button.
• Click on the gear icon to go to Settings.
• Click on Apps.
• Click on Startup.
• A list of programs and apps will appear.
• Find the Webphone and click on the toggle switch to enable automatic startup (If this is not the case, you need to install the Webphone as an app first. Click on the three dots in your browser to install the Webphone as an app). | |
The connection drops as soon as I answer a call. | Check microphone/headset permissions in browser or app. Clear cookies and site data. Reinstall Webphone app if needed. | Permissions are needed to access audio devices; missing permissions or corrupted data cause call drops. |
On Windows, check: permissions via padlock icon; reinstall app if needed. | Follow the detailed Windows browser and app permission steps. | Browser settings and app installation affect audio device access and stability. |
On MacOS, check headset connection and audio device settings; verify microphone permissions in Webphone app. | Verify Bluetooth connection, audio input/output in System Preferences, and app permissions. | Mac sometimes connects wrong device or restricts mic access; correct setup is essential for calls to work. |
Webphone says network settings need to be checked. | Connect via Ethernet cable, restart router, check Wi-Fi stability, contact IT if unresolved. | Poor or unstable network connections cause call failures; wired connection is more reliable than Wi-Fi. |
Webphone keeps ringing after answering. | Restart your router. | The router is likely having trouble routing traffic to the Webphone correctly. |
How do I transfer a call to a colleague (call forwarding)? | For Warm/Attended Transfer (First talk to you colleague):
- Press Transfer
- Select colleague
- Call
- Talk privately
- Press Complete Transfer
For Cold/Blind Transfer(Without talking to your colleague):
- Press Transfer
- Select colleague
- Choose Cold/Blind
- Call to transfer immediately. | Warm transfer lets you speak with colleague before transferring, ensuring smooth handoff. Cold transfer sends call immediately without notice. |
How can I get a User account? | Go to Adding an extra user | |
Where can I change the language of the Webphone? | We have a few different languages on our Webphone.
• Click Settings
• Under General
• Change the Language | |
Can I automatically record calls made with the Webphone? | No. You can use the  Call recording function from Voys | This feature is not available in our Webphone, but in our platform. |
Related Pages
Network Settings and Security
Network Settings and Security
Firewall configuration
Firewall configuration