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
Clear browser cache and cookies (This will fix the majority of issues, but you will need to sign back in to websites)
Unable to access microphone message in logs
If you’re seeing a message in the webphone logs or when trying to answer a call the pop up disappears. Check here that microphone access is allowed.
Select Start > Settings > Privacy > Microphone . In Allow access to the microphone on this device, select Change and make sure Microphone access for this device is turned on.
Then, allow apps access to your microphone. In Microphone settings, go to Allow apps to access your microphone and make sure it's turned on.
Once you've allowed microphone access to your apps, you can change the settings for each app. In Microphone settings, go to Choose which Microsoft apps can access your microphone, and turn on apps you want to use with it. For desktop apps, make sure that Allow desktop apps to access your microphone is turned on.
Turn on app permissions for your microphone in Windows 10 (microsoft.com)
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.
If you are a laptop user, you want to make sure the default device is your headset. You can do this by right clicking and choosing "Set as default device".
Please make sure that you do not unplug your headset whilst performing these steps, we advise to keep your headset plugged in as much as you can, as Natterbox can default to the wrong input if unplugged.
Open Settings
Go to System
Open Sound
Check the input and output devices are correct
Change if needed
Close browser
Reopen browser
Test Natterbox
Alternatively, try the steps below to make sure the “Headset microphone” not default is selected, then close the webphone and reopen it.
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.
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
Once you have done this, close all of your Chrome tabs, including the webphone.
Launch Chrome and Salesforce again, along with your webphone
When opening your Webphone after you have closed and re-opened chrome, you should get a pop up that says "Allow" or "Block," click "Allow"
See below for video guidance
Once all of these steps have been completed, your issue should be resolved.