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First things to try
Generally a lot of issues can be solved by doing the following:
Dial ##0 from the web phone to reload the call centre configuration
Log out of Salesforce and log back in
Closing all browser windows and logging back in
Sound coming through the wrong microphone or speaker
Natterbox webphone uses whatever the default audio devices are as this is what browsers do. Other programs, MS Teams especially, will select devices automatically.
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Alternatively, try the steps below to make sure the “Headset microphone” not default is selected, then close the webphone and reopen it.
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No CTI popup
Usually, this is a licensing issue, however, this will also occur if you are in an app other than Service Cloud, Sales Console or Natterbox AVS Lightning in Salesforce.
Check you are in one of the above listed apps in Salesforce.
If you are, please email servicedesk@virginwines.co.uk and we will investigate.
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Bad microphone quality or no sound
To fix this, open the Natterbox webphone, and click the webcam icon in the top right of the window, followed by "Manage"
Make sure that the Microphone is set to "Default" (which should also show the name of your microphone)
Once you have done this, click the bin icon next to the Webphone URL
See below for video guidance
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