My sound is not working when calling leads

What's happening


When calling from Lineage CRM, you can hear the person on the other end of the line, but they can't hear you. Your microphone is working fine in other chat softwares such as Zoom.


Work through the following steps in order, testing between each step


1. Unplug external microphone


If you are using an external microphone, unplug everything (USB mic, headset, Bluetooth earbuds, etc.) and turn Bluetooth off entirely. Then quit and reopen the browser to force a re-scan of devices and try to make a call using nothing but the laptop's built-in microphone.


2. Check other software for mic hogs


Zoom in particular can keep a hold on the mic while sitting in your menu bar doing nothing. Fully close out the apps (not just closing the window, but completely exiting them). Then restart the browser and test again.


3. Restart your browser


Not just closing the window: quit it completely (Alt + F4 on Windows, Cmd + Q on Mac). Then open it again, log into Lineage, and make a test call. Browsers hold onto a microphone handle and sometimes it goes stale. This alone fixes it more often than you'd think. Note: when running this test, do not open any other software that may use a microphone.


4. Restart your computer


Sometimes computers get bogged down and need a reset. Fully power off your computer (not just restarting it), wait 30 seconds, and then turn it back on. A full restart clears out audio drivers that got stuck sideways after an update.


5. Check your computer's microphone permissions


Windows: Start > Settings > Privacy & Security > Microphone.
Mac: Apple Menu > System Settings > Privacy & Security > Microphone.


Find your browser in the list. Toggle it off, then back on. Your browser will ask you to quit and reopen it. Do that. This is separate from the permission Zoom has. Zoom is an app, your browser is an app, and they get permission independently. Zoom working tells us nothing about the browser.


6. Check site permissions inside the browser


In the address bar, click the lock or the sliders icon to the left of the URL.


Make sure Microphone is set to Allow. If there's a dropdown to pick which mic, pick your actual mic, not "Default."


7. Confirm the selected device in Lineage


Open the audio settings in the phone panel and confirm the input device selected is the mic you actually want to talk into. If you unplugged your external mic, it may still be selected and pointed at a device that isn't there anymore. Set it to the built-in mic and test. Then set it to your external mic and test.


8. Check your input level


Windows: Start > Settings > Sound > Input tab.
Mac: Apple Menu > System Settings > Sound > Input tab.


Pick your mic, then talk. You should see the input level bar bounce. If it doesn't move, the problem is at the computer level rather than the CRM. While you're there, make sure input volume isn't dragged down to the left.


9. Try in an incognito/private window


Open a private window, log in, make a test call. This runs with your extensions disabled. If it suddenly works, an extension is interfering. You can find out which one by turning them off one at a time.


10. Are you on a VPN, work, or shared network?


One-way audio where you can hear them but they can't hear you is a classic sign of something blocking the audio leaving your computer.


If you're on a VPN, turn it off and test.


If you're on an office network, a hotel, or anything with a firewall you don't control, try tethering to your phone's hotspot and making a test call. If it works on the hotspot, it's the network, and your IT person needs to open it up.


Need help?


Updated on: 28/08/2026

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