This could be due to a number of reasons – sometimes the volume is off, they have a lingering Bluetooth device connection, or there is a lack of proper permissions from the customer's device.
Wearing headphones is always the best option to improve sound quality on both ends of an IrisCX session.
Other Troubleshooting Steps:
- Follow this article to grant camera and microphone permissions within your mobile browser
- Turn off Bluetooth and disconnect all Bluetooth devices
- Turn off any do not disturb features or any active Focus modes
- Turn Airplane mode off and on to refresh wireless connections
- Ensure volume is turned up
- Ensure the mute switch is flipped to the off position
- Reconnect to the IrisCX session and ensure the pop-up permissions are granted
- Restart phone
If you have any additional questions about troubleshooting volume issues, please contact our support team.
Thank you!
IrisCX Team
