Overview
This KB article provides help and troubleshooting steps for granting browsers the permission to use a microphone.
For customers that utilize the Agent Workspace softphone (rather than a deskphone, 8x8 Work applications or a third-party softphone), they must give permissions to the browser to use or their microphone otherwise they will not be heard by the other party when making or receiving a call.
Applies To
- 8x8 Contact Center
- Agent Workspace
What Happens If My Browser Doesn’t Have Access To My Microphone?
If you are using the Agent Workspace softphone, and your browser does not have permission to access your microphone, then a number of issues will occur, including the other party on a call not being able to hear you.
Most problems can be resolved by ensuring that the browser that you use to sign into Agent Workspace has permission to access your microphone.
Granting Browser Permissions
Enabling the Agent Workspace softphone for the first time
Allowing the browser to access the microphone is an important step when selecting the softphone as the workplace phone for the first time.
Configuring softphone as an agent in Agent Workspace:
- Agent places themselves in Work Offline status
- Click on the status icon and select My Profile from the menu
- Select the Agent Workspace option
- Click the Save settings button
The user’s browser will then prompt them to allow the microphone - please click the Allow button to allow 8x8 Contact Center to use the user’s microphone in the browser:
- Microphone access request in Chrome:
- Clicking Allow will result in a flashing red dot icon in the tab to show that this tab is controlling the microphone:
- Microphone access request in Edge:
- Clicking Allow will result in a microphone icon being displayed in the address bar:
- Microphone access request in Firefox:
- Clicking Allow will result in a microphone icon being displayed in the address bar:
Reviewing microphone settings
To check or modify current microphone settings, please view the details for your browser below:
Chrome:
- Click on the menu button in Chrome, near the top right hand corner of the browser window
- and then click on Settings
- Then either search for microphone in the search bar; or click on Privacy and security.
- Then click on Site Settings
- Scroll down the page until you can view the Microphone settings in the Permissions section:
- Ensure that the Sites can ask to use your microphone is selected:
- Review both sections that detail the sites that are Not allowed to use your microphone and Allowed to use your microphone. Please ensure that nothing related to https://vcc-xxx.8x8.com (where xxx will relate to your cluster (e.g. EU11, NA10, SY1 etc.)) is in the not allowed section and that there is a reference to this in the allowed section.
Edge:
- Click on the menu button in Edge, near the top right hand corner of the browser window
- Either search for Microphone in the search settings box or click on Cookies and site permissions:
- Click on Microphone
- Ensure that Ask before accessing is switched on (as shown below). Ensure that there are no references like https:vcc-xxx.8x8.com (where xxx will relate to your cluster (e.g. EU11, NA10, SY1 etc.)) are in the Block section. You may see a reference like https://vcc-xxx.8x8.com in the Allow section.
Firefox:
- Click on the menu button in Firefox, near the top right hand corner of the browser window
- and then click on Settings
- Either search for Microphone in the Find in settings box and click on Settings…
or click on Privacy and Security, scroll down the page to the Permissions section and click the Settings... button to the right of Microphone: - Ensure that Block new requests asking to access your microphone is unchecked (as shown):
Additional Information
Further Information about Agent Workspace Softphone can be found in the user guide.