Troubleshooting one-way audio in Aircall Workspace

One-way audio means one party on a call cannot hear the other. This article explains the most common causes and how to resolve them.

Symptoms

• You cannot hear the caller or recipient during a call.
• The caller or recipient cannot hear you during a call.
• Your headset will not play audio when tested in Aircall Workspace.
• Aircall Workspace does not detect audio when you speak into your microphone.

Common causes

Device or headset issue

If the problem affects all calls, the issue is likely with your headset or computer audio settings. Check that your headset is properly connected and configured, and that the volume is set to an appropriate level. You can also test whether the issue persists on a different device.

For headset configuration, see Aircall Workspace: Audio settings.

Network issue

A weak or unstable network connection can cause voice data loss, which produces one-way audio. If you suspect a network issue, end the call and redial after a brief pause to allow the connection to reset.

To assess your network quality, run the Network Diagnostics tool in Aircall Workspace:

Steps:

1. Go to Aircall Workspace > Settings > Network Diagnostics.
2. Select Run diagnostics and review the results.

For help interpreting the results, see Network Diagnostics Panel.

Multiple simultaneous logins

If you are logged into more than one Aircall app on the same device at the same time (for example, Aircall Workspace and a CRM CTI such as Salesforce or HubSpot), audio device conflicts can occur. Your headset may be connected to one app while the call is answered through another, resulting in one-way audio.

The other party's carrier

If the issue is isolated to a specific caller, it may be caused by poor mobile coverage or a problem with their carrier. This is outside of Aircall's control and should be raised with the other party's service provider.

Solution

If the cause is unclear, follow these steps to reset your audio configuration:

Steps:

1. Open Aircall Workspace with your headset already plugged in.
2. Unplug your headset.
3. Clear your Aircall Workspace cache or, if using the web app, clear your browser cache and cookies.
4. Reload Aircall Workspace, or close and reopen your browser if using the web app.
5. Sign back in if prompted. If you are not prompted, clear the cache again and repeat.
6. Plug your headset back in.
7. When prompted to allow microphone access, confirm permission. Aircall Workspace should detect your device and adjust your audio settings automatically.