Error messages with WebRTC phones

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Genesys Cloud provides WebRTC phones that allow users to make and receive calls directly in their browsers. Common errors encountered when first using WebRTC phones relate to audio device access, pop-up blockers, and operating system restrictions. Fixes involve adjusting audio settings, granting microphone access, allowing pop-ups, keeping the WebRTC window open, and avoiding full-screen mode on macOS. Genesys Cloud also offers browser extensions for easy access to features within browsers, an embeddable framework to integrate capabilities into other apps, and integrations with Salesforce and Zendesk to connect contact center and CRM/help desk capabilities for a unified customer experience.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

When you attempt to use WebRTC phones, you encounter one of the following error messages in the client.

No audio devices are available for WebRTC phones to use.
The WebRTC Phone window is unable to display.
WebRTC Phone does not have permission to access microphone.

No audio devices are available for WebRTC phones to use

This error can occur in Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, or Genesys Cloud for Zendesk.

WebRTC phones require access to audio devices. When you first select a WebRTC phone, your browser detects which audio devices are available for use and the client makes them available for you to select. If your browser cannot detect any audio devices, then you receive the error message “No audio devices are available for WebRTC phones to use.”.

Fix the settings for audio devices in your browser or operating system and then refresh your browser.

The WebRTC Phone window is unable to display

This error can occur in Genesys Cloud Embeddable Framework, Genesys Cloud for Salesforce, or Genesys Cloud for Zendesk.

The WebRTC Phone window is unable to display for these reasons:

You have pop-up blocker turned on in your browser.
1. Allow access to pop-ups in your browser.
2. Refresh your browser.
You use a Firefox browser and have attempted to close the WebRTC Phone window (or tab).
In the Firefox browser, when you close the WebRTC Phone window (or tab), the browser warning dialog box replaces the WebRTC Phone window (or tab). The WebRTC Phone window (or tab) must remain open to maintain WebRTC phone connectivity.
Note: When using a browser in full-screen mode on a computer running macOS, the WebRTC Phone window appears as a tab in your browser. To maintain WebRTC phone connectivity, do not close this tab.
1. In the browser warning dialog box, click Stay on Page.
2. Refresh your browser.

WebRTC Phone does not have permission to access microphone

Chrome browser users
Firefox browser users

The following error can occur for Chrome browser users of Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Salesforce, or Genesys Cloud for Zendesk: WebRTC Phone does not have permission to access microphone. Permission denied

If you use a Chrome browser, when you first select a WebRTC phone, Chrome prompts you about allowing the app to use your microphone.

You did not select Allow. However, now you want the app to use your microphone.

Grant the app access to your microphone.

If you use a private deployment of Genesys Cloud Embeddable Framework, confirm that your iframe includes the camera, microphone, and autoplay attributes.

<iframe allow="camera *; microphone *; autoplay *" src="https://apps.mypurecloud.com/crm/embeddableframework.html"></iframe>

Note: For WebRTC phones to function correctly, you must add the recommended attributes to your iframe.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

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No audio devices are available for WebRTC phones to use

This error can occur in Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, or Genesys Cloud for Zendesk.

Fix the settings for audio devices in your browser or operating system and then refresh your browser.

The WebRTC Phone window is unable to display

This error can occur in Genesys Cloud Embeddable Framework, Genesys Cloud for Salesforce, or Genesys Cloud for Zendesk.

The WebRTC Phone window is unable to display for these reasons:

You have pop-up blocker turned on in your browser.

Allow access to pop-ups in your browser.
Refresh your browser.

You use a Firefox browser and have attempted to close the WebRTC Phone window (or tab).

In the Firefox browser, when you close the WebRTC Phone window (or tab), the browser warning dialog box replaces the WebRTC Phone window (or tab). The WebRTC Phone window (or tab) must remain open to maintain WebRTC phone connectivity.

Note: When using a browser in full-screen mode on a computer running macOS, the WebRTC Phone window appears as a tab in your browser. To maintain WebRTC phone connectivity, do not close this tab.

In the browser warning dialog box, click Stay on Page.
Refresh your browser.

WebRTC Phone does not have permission to access microphone

If you use a Chrome browser, when you first select a WebRTC phone, Chrome prompts you about allowing the app to use your microphone.

You did not select Allow. However, now you want the app to use your microphone.

Grant the app access to your microphone.

If you use a private deployment of Genesys Cloud Embeddable Framework, confirm that your iframe includes the camera, microphone, and autoplay attributes.

<iframe allow="camera *; microphone *; autoplay *" src="https://apps.mypurecloud.com/crm/embeddableframework.html"></iframe>

Note: For WebRTC phones to function correctly, you must add the recommended attributes to your iframe.

Error messages with WebRTC phones

No audio devices are available for WebRTC phones to use

The WebRTC Phone window is unable to display

WebRTC Phone does not have permission to access microphone

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Error messages with WebRTC phones

No audio devices are available for WebRTC phones to use

The WebRTC Phone window is unable to display

WebRTC Phone does not have permission to access microphone

[NEXT] Was this article helpful?