App Connect is not using the correct hardware for my calls

@amurphy Thank you for this report. We will need to investigate this further. Could I ask you a favor? Could you upload a screenshot of your Unified CRM extension Audio settings so we can take a look?

Hi @amurphy can you try to upgrade Chrome to latest and restart Chrome to see if it can fix the issue. From description, it seems a bug from Chrome. 
If it still can be reproduced, can you also try RingCentral

Phone in the RingCentral web app https://app.ringcentral.com to see if there are same issue?

Hi Folks,

I tried upgrading Chrome and restating to fix it - still the same, if not worse.

The regular RingCentral app works fine as do a few other apps that I use the headset for (both through Chrome and outside it). So the hardware itself doesn’t seem to be the issue. Its the extension not following the right pathways.

Regards,
Alan

Hi @amurphy For RingCentral app, do you mean RingCentral desktop app? If that, can you also try RingCentral web app in Chrome browser “https://app.ringcentral.com/settings/audio”.  You should be able to test audio in the RingCentral web app:
 

If that works in desktop app, it should not be device issue. But it can be Chrome browser issue as the extension run in Chrome browser. And the extension uses microphone API from Chrome browser.

So i downloaded the ringcentral for google web extension and it works fine so the issue is isolated to the ringcentral CRM extension only

Hi @amurphy Thanks so much for the information. Can you also try following items to see if it can be fixed:
       1. Reconnect the headset

2. Disable enable noise reduction in audio settings.
3. Change microphone to another device then select back to the headset

We have a known issue about Chrome may fail to update default device until headset re-connection.
If the issue can still be reproduced, can you send a feedback with the form https://docs.google.com/forms/d/e/1FAIpQLSd3vF5MVJ5RAo1Uldy0EwsibGR8ZVucPW4E3JUnyAkHz2_Zpw/viewform, so we can email to you for collecting logs.