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 and microphone settings 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, goe 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