Steps to Reset Site Permissions and Allow Microphone Access. This will help resolve browser permissions issues. On some occasions can assist with: Silent Calls, No audio on calls, Not being able to make or receive calls, and other microphone-related issues.
Access Site Settings:
In your Google Chrome browser, locate the circle icon with two lines and two dots next to the URL of the Salesforce AND Webphone page.
Click on the site settings button.
Reset Permissions:
In the site settings page, find the Permissions section.
Click on the Reset permissions button to restore the site's permissions to their default settings and press delete data to clear the cache.
Adjust Microphone and Sound Settings:
In the same site settings page, locate the Microphone and Sound settings. (If applicable also locate Popup’s and Redirects - This allows the webphone to launch)
Click on the dropdown menu for each setting and select Allow.
Go back to the webphone window and close the page completely and Refresh your Salesforce Page. Relaunch the CTI and reopen the webphone and confirm you are seeing the correct microphone displayed within the CTI. You may also need to approve a few further popups such as notifications once refreshed on both pages.
These steps should resolve a lot of issues caused by incorrect site permissions or browser settings. If issues persist please contact a member of our support team for further assistance or review our other troubleshooting guides linked below.