Audio Device Permissions

Audio devices may not function always as intended, and in such cases, troubleshooting is necessary. In this section, we take a look at audio-related errors that may occur while using VCC Live in your browser (either as a plugin or a web-agent interface), and how to solve them.

Table of Contents

• Your microphone is not detected
• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Your microphone is not plugged in
• Your microphone is muted when you mute yourself in Microsoft Teams or any other app

Your microphone is not detected

If you are using a VCC Live application that runs in a browser, this issue might happen if permission to use your microphone is not set within your browser. Please, check your browser settings and change them if necessary.

Google Chrome

For example, in Google Chrome, this is how you do it for a specific site.

1. On your computer, open Chrome.
2. Go to your Salesforce website
3. To the left of the web address, click the Lock icon.
4. Click Site settings.
5. Set your Microphone setting to Allow

Mozilla Firefox

If you use Mozilla Firefox, please follow the below steps:

1. Click the three-line menu button and select Settings.
2. Click Privacy & Security from the left menu.
3. Scroll down to the Permissions section.
4. Click the Settings… button for the Microphone option. Firefox displays the websites with saved Allow or Block permission.
5. Use the Allow/Block selector to change permission for the website. You can remove the site by selecting it from the list and clicking the Remove Website button.
6. Select the Block new requests asking to access your microphone checkbox if you do not want to give any other sites access to your microphone.
7. Click the Save Changes button.

Microsoft Edge

If you use Microsoft Edge, please follow the below steps:

1. On your computer, open Edge.
2. Go to your Salesforce website
3. Click on the lock icon in your address bar, and select “Permission for this site”.
4. Set your Microphone setting to Allow

Note: In each case, it is advised to restart your browser so your changes take effect.

Your microphone is not plugged in

In some cases, very obvious hardware-related problems can happen, such as not connecting your microphone to your computer. In order to avoid that, please check if your microphone is connected properly.

Your microphone is muted when you mute yourself in Microsoft Teams or any other app

It can happen on Windows 11 that when you mute yourself in an app (e.g. Microsoft Teams) you will get also muted in VCC Live and you are therefore unable to handle a call. While this can be due to many things, below are some changes you can make to fix the issue:

1. Right-click on the speaker icon in the system tray and select Open Sound settings. Select Sound Control Panel. Select the relevant device and click Properties. Under the Advanced tab, uncheck Allow applications to take exclusive control of this device and Give exclusive mode applications priority. Restart your app.
2. Set the microphone to your default microphone if you are using a Bluetooth headset.
3. In your Sound settings, navigate to Playback and Recording tabs and disable all unnecessary devices.
4. If you are using Microsoft Teams, go to Sounds -> Communication and select Do nothing
5. Check if there are any updates available to your audio driver or your Microsoft Teams app, if you are using that