1. Make Sure Chrome Is Allowing Access

  • Click on the lock on the left side of the URL
  • Click On "Site Settings"
  • Set Microphone and Sound to "Allow"



2. Check Sound Settings in Softphone

  • Go into Deskmode
  • Click on the settings wheel in the upper right corner of the softphone
  • Make sure the Audio Input, Audio Output, and Audio Ringtone Device are set up to the appropriate device


3. Confirm your computer is set up with the same Audio and Microphone Devices

  • Go to the Audio settings on your computer
  • Check the audio and mic devices to make sure they are matching what CTM is using
  • Try disconnecting/removing all headsets on the computer and try re-adding


4. Log out of CTM and exit out of ALL Chrome browsers

Note: Complete this step AGAIN if you made changes in audio settings in CTM or Chrome since you last completed this step


5. Clear your Browser History/Cache and exit out of ALL Chrome browse

Note: Complete this step AGAIN if you made changes in audio settings in CTM or Chrome since you last completed this step

  • In Chrome, go to "Settings" then "History"
  • On the left-hand side click "Clear browsing data", and make sure all the boxes are checked
  • This can be helpful for a variety of reasons, including if there are multiple sessions of CTM pulled up, which can affect audio.


6. Test the call in "Incognito" mode

  • In Chrome, go to "Settings" and click on "New Incognito Window"
  • Do a test call in CTM while in this mode to see if the audio has improved 

7. Additional Troubleshooting:

  • Unplugging and replugging in the headset
  • Logging out and logging back in
  • Restarting the computer
  • Use another headset to see if it works