Knowledge base | Aircall

It seems that no one can hear me in my headset

The most common issue you may experience using a headset with Aircall is that no audio seems to pass through when you connect your device, or that you hear lots of surrounding sounds during a call. This is especially true on Windows PC because drivers may lose the connection with the headset. To fix this, follow the troubleshooting directions below.

If you're using a Mac (with MacOS X)

We strongly recommend using a mini-jack headset with your Mac, because it is automatically recognized by the system. In particular, we recommend the Jabra Evolve 40 which offers great sound quality and a nice design. 

Note that you can plug the Jabra Evolve 40 either in USB or in mini-jack but we recommend connecting it with the mini-jack plug.

Whenever you plug a mini-jack headset on your Mac, it will be picked up by the system for default sound output and input.

If you want to use a USB headset, you will need to configure it so that it is used by the system as default sound ouput and input device. Click on the Apple on the left of your top bar, open System Preferences and look for the Sound section. In this section, you will be able to select your USB headset for sound output and input.

Please note that we don't recommend USB headsets on MacOS because whenever you unplug / replug it, or relaunch our session, you will have to manually perform the manipulation above to adjust your settings. 

If you're using a PC (with Windows)

On Windows, both USB and mini-jack headsets are considered as external devices and require the proper drivers and configuration in Windows.

We recommend using a USB headset with your Windows PC, because it is better recognized as a device by the system. In particular, we recommend the Jabra Evolve 40 which offers great sound quality and a nice design.

Note that you can plug the Jabra Evolve 40 either in USB or in mini-jack but we recommend connecting it with the USB adapter.

To avoid any loss of connectivity with your headset, make sure it is connected to your computer before you launch Chrome.

If you realize that Chrome or the Aircall App has lost the connection with your headset at any moment, quit Chrome (and your Aircall app), unplug/replug your headset and re-launch your Aircall app.

In the same way, if you unplug your headset, make sure you restart Chrome once the headset is plugged again.

From our experience, this solves 99.9% of issues with losing headset connection. It is due to a failing management of drivers on Windows and there's really little we can do about this.

If you'd like to check in more details your sound input/output configuration on Windows, please read on.

Ensuring that Chrome recognizes your headset device

You can access this list from the Chrome settings by following this link: chrome://settings/content#media-stream-settings or step by step:

  1. Open Google Chrome and access the menu on the toolbar (upper left)
  2. Click on "Settings"
  3. Click on "Show Advanced Settings" towards the bottom of the screen
  4. Click on "Content Settings" under the "Privacy" section
  5. Scroll down to "Media" and set your desired device

This should address issues related to no audio passing through to your headset.

Ensuring that Windows recognizes your headset device

If you're device does not appear in the Google Chrome settings, you may need to check that your computer's operating system can recognize the device.

  1. Open up system search and type in 'manage audio devices'. Select the option from the list of results.
  2. On the 'playback' tab, select the device you want to use from the list
 
 

If you continue experiencing issues, please contact us at team@aircall.io.