Web Phone Troubleshooting

Please follow these steps:

1. Ensure you're using Google Chrome, as it's currently our only supported browser for the WebPhone.
2. Check your microphone permissions:
   • Expand the WebPhone to fullscreen
   • Verify that microphone permission is granted
   • Ensure a microphone is detected by your system
3. Check your Windows audio settings:
   • Open the Windows control panel
   • Select 'Manage Audio Devices'
   • Set your headset as the default device for both playback and recording
   • Ensure it has a green checkmark next to it
4. After making these changes:
   • Close and reopen the WebPhone
   • Allow microphone access if prompted
   • If issues persist, try rebooting your PC
5. Supervisor step: Verify that your WebPhone device (which should appear as EXTwp@domain.nvgvoip.ca) is added to the call queue. You may need to ask your Office Manager or Supervisor for assistance with this step or open a Support ticket.
6. Queue Agent step: Make sure your queue status is set to 'online'. You can check this from the portal or by dialing *51 from your device.
7. Try rebooting your PC and internet router/modem.

If the issue persists, try clearing the data and cache:

• Click the 3 dots on your Chrome or 3 Lines on your Thorium, Brave or Opera
• Go to Settings
• Go to Privacy and security
• Find in the list Site Settings
• Look for: portal.nvgvoip.ca and/or portal.iplogin.ca
• Delete both
• Login to https://portal.nvgvoip.ca 

• Click the 3 Lines on your Firefox, Zen or LibreWolf
• Go to Settings
  
• Go to Privacy & Security
• Look for Cookies and Site Data
• Click on Manage Data
• Find portal.nvgvoip.ca and/or portal.iplogin.ca
• Select them
• Click on Remove Selected
• Then on Save Changes
• Login to https://portal.nvgvoip.ca 

• Click the 3 lines on your Edge
  
• Go to Settings
• Go to Cookies and site permissions
• Go to Manage and delete cookies and site data
• Go to See all Cookies and Site Data.
• Find portal.nvgvoip.ca and/or portal.iplogin.ca
• Click the Down arrow beside them
• Click the Trash can
• Login to https://portal.nvgvoip.ca 

Check whether you are registered or not by hovering over the SIP Register icon.

Check for Microphone and Headphones.

Click on the arrow beside Microphone.

Verify that the Microphone is activated and Allow on every visit is checked.

If issue persists, check your WiFi driver, Microphone Settings - USB, Base or through Audio Interface, update your Browser.

Other steps would be: Reboot your Desktop or Laptop and Internet Provider Modem (Firewall and Switches, if applicable).

To check Microphone settings within Windows 11, please follow the steps below:

Click on the sound icon in the bottom right near the time.

Click on the option next to the sound/volume slider.

Click more volume settings.

Ensure Input is set to the headset and not muted.