Webphone Issues & Questions

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.

Common Webphone Issues & FAQs
Audio Issues
Microphone and/or headset problems
Other audio issues
Call Notifications & Pop-ups
I minimized my Webphone and don’t hear ringing.
I don’t see a pop-up when I receive a call.
Account & Registration Issues
Webphone shows “I don’t have a VoIP account.”
I’m not receiving incoming calls.
My microphone and/or headset is not working.
I can’t see all my colleagues in the Webphone.
Call Connection Issues
The connection drops as soon as I answer a call.
Webphone says network settings need to be checked.
Webphone keeps ringing after answering.
Other Issues
Webphone becomes inactive when away from laptop.
My Webphone starts automatically when I turn on my laptop, but it doesn’t seem to work.
How do I start the Webphone automatically on a MacBook?
How do I start the Webphone automatically on Windows?
Questions
How do I transfer a call to a colleague?
How can I get a user account?
Where can I change the language of the Webphone?
Can I automatically record calls made with the Webphone?
Related Pages

Audio Issues

Microphone and/or headset problems

Visit My microphone and/or headset is not working to identify the exact problem you’re facing and find stepts to fix it.

Other audio issues

What to check Visit our Audio Issues page to identify the exact problem you’re facing and find steps to fix it.

Why this helps 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.

What to check

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, go to: ‘I don’t see a pop-up when I receive a call’.

Why this helps 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.

What to check Use Google Chrome (not Edge). Enable notifications in Chrome and your operating system (Windows or Mac).

Grant Chrome permission on 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 on Windows:

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 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 in Chrome for pop-ups on MacOS:

Open the Webphone.
Click the three dots.
Click App info.
Scroll down and click Settings.
Make sure Notifications are enabled.

Why this helps Edge doesn’t support pop-ups. Notifications must be enabled in both the browser and your operating system to show incoming calls.

Account & Registration Issues

Webphone shows “I don’t have a VoIP account.”

What to check

Make sure you have a user account. See Adding an extra user
If you have a user account, check whether a VoIP account for the Webphone is connected to it. If not, go to VoIP account

Why this helps A VoIP account registers your Webphone with the system. Without it, calls won’t work.

I’m not receiving incoming calls.

What to check

Make sure you’re available on the Webphone by clicking on your name and setting yourself to Available.
Open the Webphone and go to Settings. Make sure the Webphone account is connected to your User Account.
Make sure your Webphone account is included in the Dial plan. See Set and modify your Dial Plan to add your user account.
The Webphone can only be used on one computer at a time per user. Always log out if you or a colleague are using the Webphone on multiple devices.
Check if your headset is working properly. Go to ‘My microphone and/or headset is not working’.

Why this helps A VoIP account registers your Webphone with the system. Without it, calls won’t work.

My microphone and/or headset is not working.

What to check

In the Webphone, click on Settings. Go to Devices and speak into the microphone. Is the bar turning 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.

Why this helps Your headset won’t work if Chrome and your operating system haven’t given the Webphone permission to use it.

I can’t see all my colleagues in the Webphone.

What to check There is an option in the Webphone that allows you to only see colleagues who are online. To turn it off:

Open the Webphone.
Click on Settings.
Scroll to General.
Uncheck Only online colleagues.
Click on Dialer.
All your colleagues are now visible.

Not all colleagues are visible yet? Some colleagues appear under the Colleagues tab, others under Accounts. Colleagues under Accounts are not linked to a user account. To get everyone in one place, 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 a colleague, click Add instead of selecting an existing user. Then add the VoIP accounts there.

Why this helps Filtering hides offline users. Unlinked accounts don’t appear under the Colleagues tab.

Call Connection Issues

The connection drops as soon as I answer a call.

What to check Find the solution in Call Connection issues with my Webphone

Webphone says network settings need to be checked.

What to check Connect via Ethernet cable, restart your router, check Wi-Fi stability, or contact IT if unresolved.

Why this helps Poor or unstable network connections cause call failures. A wired connection is more reliable than Wi-Fi.

Webphone keeps ringing after answering.

What to check Restart your router.

Why this helps The router is likely having trouble routing traffic to the Webphone correctly.

Other Issues

Webphone becomes inactive when away from laptop.

What to check Enable Prevent sleep mode in the Webphone:

Open the Webphone.
Go to Settings.
Scroll all the way down to General.
Check Prevent sleep mode.
If this was already enabled, read on in Webphone becomes inactive when away from laptop.

Why this helps Web browsers often put inactive tabs or apps into sleep mode to save battery. Our Webphone doesn’t control these functions, so you’ll need to adjust your browser and/or laptop settings to prevent this.

My Webphone starts automatically when I turn on my laptop, but it doesn’t seem to work.

What to check Automatic startup is possible, but we recommend always checking if the Webphone has fully loaded. It may not respond immediately. Possible causes:

You might still be on DND (Do Not Disturb) from your last session. The Webphone remembers this.
You may need to bring the Webphone to the foreground for it to become fully active.
Your headset might not be connected properly. The Webphone won’t allow calls if it detects audio isn’t working.
You might be running the Webphone in a browser tab instead of as an installed app. Install the app by clicking the three dots in your browser.

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Tip! If you use automatic startup, always check that your Webphone is active and your headset is connected.

How do I start the Webphone automatically on a MacBook?

What to check

Open the Webphone.
In your dock, right-click on the Webphone icon. (If it’s not there, install the Webphone as an app first by clicking the three dots in your browser.)
Choose Options.
Check Open after login.

How do I start the Webphone automatically on Windows?

What to check

Click the Start button.
Click the gear icon to open Settings.
Click Apps.
Click Startup.
Find the Webphone and toggle it on. (If it’s not listed, install the Webphone as an app first by clicking the three dots in your browser.)

Questions

How do I transfer a call to a colleague?

What to check

Warm/Attended Transfer (speak to your colleague first):

Press Transfer.
Select a colleague.
Call.
Talk privately.
Press Complete Transfer.

Cold/Blind Transfer (without speaking to your colleague first):

Press Transfer.
Select a colleague.
Choose Cold/Blind.
The call transfers immediately.

Why this helps A warm transfer lets you speak with your colleague before transferring, ensuring a smooth handoff. A cold transfer sends the call immediately without notice.