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Hi,

My CRM extension is not using the correct hardware for my calls. It has my headset assigned in the settings and uses it to feed me audio but is not using the microphone for my audio back.

i have a camera on my computer that has a microphone and it is overriding the settings to use that.

i have uninstalled and reinstalled to no effect.

No other app is having this issue. In fact the normal RingCentral app uses the headset fine.

Please advise how i can resolve this.

Alan

@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.

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