Skip to content

Latest commit

 

History

History
49 lines (29 loc) · 2.35 KB

cannot-hear-other-customer.md

File metadata and controls

49 lines (29 loc) · 2.35 KB
Raw
title description ms.date ms.reviewer author ms.author
Sellers can't hear customers in a call in Dynamics 365 Sales
Provides a resolution for an issue where a seller can't hear customers in a call in Microsoft Dynamics 365 Sales.
08/22/2023
asaftzuk, ilanak
t-ronioded
ronihemed

A seller can't hear customers in a call

This article provides a resolution for an issue where a seller can't hear customers in a call in Microsoft Dynamics 365 Sales.

Symptoms

When a customer and a seller talk in a call in Dynamics 365 Sales, the seller can't hear the customer.

Cause 1: An incorrect device is selected

The issue occurs because the seller doesn't select the correct speaker device in the dialer's device settings.

Resolution

To resolve the issue, ensure the correct speaker device is selected by following these steps:

  1. Select the three dots ("...") icon on the dialer menu, and then select Device Settings.

    :::image type="content" source="media/cannot-hear-other-customer/dialer-menu.png" alt-text="Screenshot that shows the Device Settings option in the dialer menu.":::

  2. Select the appropriate speaker device.

    :::image type="content" source="media/cannot-hear-other-customer/dialer-device-settings.png" alt-text="Screenshot that shows the dialer device settings.":::

Cause 2: The browser sound permission isn't enabled

The issue occurs because the seller doesn't enable the sound permission for the web browser.

Resolution

To enable the sound permission for the browser, open the browser, navigate to the Dynamics 365 Sales page, and select the lock icon in the address bar.

  • In Google Chrome, if the Sound option is turned off, toggle the option to On to enable the sound permission.

    :::image type="content" source="media/cannot-hear-other-customer/chrome-enable-sound.png" alt-text="Screenshot that shows how to enable sound permissions in Google Chrome.":::

  • In Microsoft Edge, select the drop-down list of Sound, and then select the Automatic(Default) option to enable the sound permission.

    :::image type="content" source="media/cannot-hear-other-customer/edge-enable-sound.png" alt-text="Screenshot that shows how to enable sound permissions by selecting Automatic(Default) after you select the Mute in Microsoft Edge.":::

[!INCLUDE Third-party information disclaimer]