Most call problems — choppy audio, silence, calls that don't ring, or dropped calls — come from one of five places: your internet connection, a VPN or security software, your audio devices, your browser or app permissions, or your call settings. Work through the sections below in order; most issues are fixed in the first two.


Check your internet connection

Calls travel over the internet, so a weak or congested connection is the most common cause of poor audio.

  • Use a wired Ethernet connection when you can. It's more stable than Wi-Fi.
  • Run an internet speed test and confirm you have enough upload and download bandwidth for voice calls.
  • On Wi-Fi close to your router, connect to the 5 GHz band. If you're far from the router or there are walls in between, the 2.4 GHz band may work better.
  • Pause large downloads, uploads, backups, or video streaming on your network during calls.
  • On a mobile device with weak Wi-Fi, switch to mobile data (or the reverse) and try the call again.


Check your VPN, firewall, and security software

VPNs, firewalls, and security tools that inspect or reroute traffic can delay or block call audio.

  1. Disconnect from your VPN.
  2. Make a test call.
  3. If the call sounds better, disconnect from the VPN before future calls, or ask your VPN administrator to let softphone traffic bypass the VPN.

If you use antivirus or other security software:

  • Check that the softphone app and your web browser are allowed to use the network, microphone, and speakers.
  • In the browser, make sure JavaScript, WebRTC, and cookies for the softphone's website aren't blocked.
  • On a company network, ask your IT team whether a firewall is filtering voice traffic.


Check your microphone, speakers, and headset

If you can't hear the other person, or they can't hear you, the softphone is usually using the wrong device or doesn't have permission to use it.

  • In the softphone's audio settings, select the microphone, speaker, and ringer device you want to use. Use the test option, if available, to confirm each one works.
  • Close other apps that might be holding the microphone or speakers, such as another calling or meeting app.
  • Update your headset's firmware and drivers from the manufacturer's website.
  • Unplug and reconnect a USB or Bluetooth headset, then select it again in the softphone's audio settings.


Allow microphone and notifications in your browser (web version only)

The web softphone works on the latest versions of Chrome, Edge, Firefox, and Safari.

  1. Open the softphone in your browser.
  2. Click the site information icon (usually a lock or settings icon) next to the address bar.
  3. Set Microphone to Allow.
  4. Set Notifications and Sound to Allow.
  5. Reload the page.


Allow microphone access on your device (desktop and mobile apps)

  • On Windows or macOS, open your system's privacy settings and confirm the softphone app has microphone access.
  • On iOS or Android, open the device's settings for the softphone app and turn on Microphone and Notifications.


Fix calls that don't ring

If callers reach you but nothing rings, check these settings:

  • Do Not Disturb/Focus modes: Your computer's or phone's focus or quiet-hours settings.
  • Ringer device: In the softphone's audio settings, confirm the ringer is set to a device you can hear.
  • Browser sound: In your browser's site settings, allow the softphone's website to play sound, and make sure its tab isn't muted.
  • Autoplay (Firefox and Safari): Allow audio autoplay for the softphone's website so the ringtone can play.
  • Notifications: Turn on notifications in the softphone and in your operating system so incoming calls appear when the app isn't in focus.
  • Mobile app: Make sure the app isn't restricted by battery optimization or background-activity limits.


Fix missed or dropped calls

If calls go straight to voicemail or never reach you:

  • Check your call forwarding and routing rules. A forward to another number may be sending calls elsewhere.
  • Remove old or unused devices from your account so calls don't ring a device you no longer use.
  • Check your blocked numbers list. If a caller was blocked by mistake, unblock them.
  • If calls drop partway through, go back to Check your internet connection and try a wired or more stable connection.


Still having trouble?

Contact your administrator or support team and include:

  • Whether you use the web, desktop, or mobile app, and its version
  • Your device, operating system, and browser (if using the web version)
  • Whether you're on Wi-Fi, a wired connection, or mobile data, and whether a VPN is on
  • The date, time, and phone number of an affected call
  • What you heard or saw (for example, one-way audio, echo, no ringing, or an error message)
  • The steps in this article you've already tried