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If you can’t hear callers or they can’t hear you on OMNIA softphone calls, the cause is almost always an audio-device or permission setting on your computer or in your browser — not a fault with the headset itself. Work through the steps below for your symptom. For desk-phone audio problems, see Troubleshooting instead.

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Set the right output device in Windows

When you can’t hear audio through a connected headset, confirm Windows is sending sound to the headset rather than another device.
1

Open the sound device list

Left-click the sound icon in the Windows taskbar.
2

Choose the headset

Select the connected headset from the drop-down menu. The entry may show USB or the brand and model in brackets, depending on how the headset connects.

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Select the right audio device in OMNIA

OMNIA has its own audio-device selector that’s separate from your Windows settings.
1

Open the audio-device list

Click the small arrow on the headset icon in OMNIA.
2

Choose your headset

Select the correct microphone or headset from the list of audio devices.

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Others can’t hear you

If callers can’t hear you, work through the microphone checks below.
1

Check the headset mute button

If your headset has a Mute button, make sure it isn’t active, and confirm the headset is connected correctly.
2

Set the default input device in Windows

Go to Start → Settings → System → Sound. Under Input, select your microphone in Choose your input device, then speak into it and watch Test your microphone to confirm Windows is hearing you.
3

Allow apps to access the microphone

Go to Start → Settings → Privacy → Microphone, select Change, and turn on Allow apps to access your microphone. Make sure Allow desktop apps to access your microphone is also set to On.
4

Allow the microphone in Google Chrome

In Chrome, go to Settings → Privacy and security → Site settings → Microphone. Review your blocked and allowed sites, and change the OMNIA site’s microphone permission to Allow.
If the problem continues, run the Windows Sound Troubleshooter. Go to Settings → System → Sound — the troubleshooter is listed below the Input and Output settings.

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Browser remedies

If you use OMNIA in a browser and the steps above don’t help, refresh the site’s permissions and cached data.
1

Allow the microphone from the lock icon

In the browser address bar on connect.voxo.co, click the lock (site information) icon and set Microphone to Allow.
2

Clear site data

Click the site information icon to the left of the URL, open Cookies and site data → Manage on-device site data, delete the entry for connect.voxo.co, and reload the page.
3

Verify operating-system privacy settings

In your operating system’s privacy settings, confirm your browser is allowed to access the microphone.
4

Log out and back in

Log out of OMNIA and log back in to confirm the warning has cleared.
Contact support if you still have no audio after selecting the correct device and allowing microphone access in both your operating system and browser.