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Setting Your Browser Permissions for Softphone Use

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Problem: Your organization is getting ready to change over to a UCaaS or CCaaS provider that utilizes browser permissions and settings to control and take calls. You made your first call, but it wouldn’t connect or your microphone wasn’t working! What’s up??

Softphones like NICE’s CXone and Genesys utilize the sound settings of your PC, plus the security settings within your browser, to connect to your headset and its microphone. This can get tricky to navigate, depending on the browser being used. Let’s take a look at how to set your browser’s security settings to be able to use your headset and its microphone. Let’s talk about setting your browser permissions for softphone use.


For Chrome browsers:

Special Note: You can’t change your settings when in incognito mode! So if you have Incognito set by default, you need to turn that off and change settings within the normal browser state.
If you don’t allow the browser to ask permission to use your microphone, you might be stuck hearing a conversation instead of participating.
Remember that if you’re using a Bluetooth dongle with your headset, then that needs to be specified as the default device instead of the headset itself!

For Edge browsers:

Using the 3 dots in the upper right-hand corner, near your profile bubble, you’ll get to your Settings menu.
The microphone settings are kept in the Cookies and Site Permissions area. You’ll need to make sure you have the correct microphone specified in order to use it with the softphone!

For Firefox browsers:

Outcome: Once you’ve made sure your browser settings are correct, you should be able to utilize your headset with your preferred browser and the control applications for your chosen softphones!

Alternatives: If none of the described steps helped, please send us an email at info@btpi.com or call our tech support at 800-457-4287.

Further Reading: Setting Up Your Browser for Headset Success

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