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Background Noise or Low Volume
If the microphone is picking up on background noise in an office, it is likely happening due to Auto Gain Control in the webphone settings.
To fix this issue:
Go to Natterbox popout window and click on Settings
Untick Auto Gain Control
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Make sure your microphone is set to Communications variant |
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Wrong Input Fix
If you're having issues where your microphone quality is bad whilst using Natterbox, it may be because chrome may have automatically set your microphone to your webcam microphone - which will be worse than the headset that you are using.
To fix this:
Click the little webcam icon in the Natterbox popout and then manage
Make sure that "Default" microphone is selected (this should also be called the same as your headset name)
Click the bin icon next to the WebPhone URL link, under "Allow"
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After this, close chrome completely, this includes all the tabs that are currently open.
Once re-opening Natterbox and the WebPhone, you should be prompted to allow chrome to use your microphone, click allow as shown below.
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If you are unplugging and plugging your headphones back in when your webphone is open, you will need to restart your browser, otherwise it will not recognise the headset. |
Microphone volume issues
Please follow these steps in order to attempt to troubleshoot Natterbox webphone issues:
Ensure that your headset is properly plugged into your laptop and if you have any extra connector cables, ensure they are connected with each other.
Check that the mute button on your headset is turned off (it will have a red light when Mute is ON)
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Make sure your microphone is visible in sound settings
Right Click the speaker icon and click “Sound Settings”.
Scroll down to Input section and see if your USB headset is visible. It should be anything other than “Microphone Array”.
If you see your headset’s microphone with a colourful ring around it, it means its currently selected.
If it is NOT visible, unplug your headset and plug it back in.
Close down your browser fully. (including a webphone window)
Re-open Natterbox and turn on your blue webphone launcher.
Go to Audio settings section in the webphone, tick “Auto Gain Control” and select “Communications” variant of your headset microphone.
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Do Not select Microphone Array as it is your laptop’s microphone which doesn’t work well in natterbox and causes a lot of noise. |
Additional Tips!
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If you find that all of these steps didn’t work and your microphone doesn’t work at all, please ask your manager for another headset and go through steps 1-5 again and do a test call with a colleague. |
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Clearing Cache - Use if Natterbox experiences glitches with interface
Microsoft Edge
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If you are clearing you cache, follow all of these steps in this section, otherwise your microphone may default to something that will cause a lot of background noise and low input volume. |
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Google Chrome
On google chrome, press the 3 vertical dots located on the top right of your screen (Under the cross you would use to close a window)
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Once you have clicked this, press "more tools" then "clear browsing data" (as shown below)
Once you have clicked this, a new window pop should appear, ensure that "Cached images and files" is checked, and then press "Clear data" as shown below:
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Once re-opening Natterbox and the WebPhone, you should be prompted to allow chrome to use your microphone, click allow as shown below.
In the webphone, you want to go to Audio settings and set the microphone to Communications variant.
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Computer denying the browser access to the microphone
Windows 11
Click on Start > Settings
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After Microphone is selected ensure that “Let apps access your microphone” is on as shown below.
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If you find that recipients cannot hear you or you cannot hear them, follow these steps:
First check if you see an “X” next to your speaker icon. This means that your speakers are “muted”
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Click on the speaker and increase your volume on the microphone.
If the volume had been enabled/adjusted and the recipient of the call cannot hear you, follow these steps:
Right Click the speaker icon and click “Sound Settings”.
Scroll down to Advanced section and click “More Sound Settings”. This will open further Sound options.
Click on Recording devices and double click on your used microphone. Make sure that in the “Levels” tab, your microphone is adjusted to around 75-100% value and the blue speaker doesn’t have a red sign next to it. If it does, click it to unmute it.
Go to the Advanced tab and make sure that “Allow applications to take exclusive control of this device” and “Give exclusive mode applications priority” are not ticked.
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Additional Tips!
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Make sure your microphone is close to your mouth and not pointing away from it.
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Ensure that the microphone is clean and not obstructed by any debris or fabric. Use microfiber cloth or a dry paper towel to clean it
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Do not tangle your headset cable.
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Check if your USB port is functional with other devices if the issue is ongoing.
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Webphone icon not disappearing / Not able to use the Dial numbers
In an instance where you cannot click any dial buttons during a call and you find that your blue Webphone icon doesn’t disappear after opening it, please follow this guide.
Edge/Chrome
Open a new tab and type:
(For Edge browser) edge://flags
(For Chrome browser) chrome://flags
Type “third-party” in the search window within the flags. Look for Storage Partitioning and Disable it. Restart your browser afterwards.
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