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Fix One-Way Audio in CRM and Google Voice Calls

Khadija Khan Oct 10, 2026 868 views

Question details

The user is experiencing one-way audio during CRM and Google Voice calls where the other party cannot hear them.

How to Troubleshoot One-Way Audio in CRM and Google Voice Calls

Product: CRM and Google Voice
Device & OS: not provided
Scenario: Making outgoing or receiving incoming calls through a web-based CRM and Google Voice.
Observed behavior: The user can hear the client perfectly, but the client cannot hear the user's microphone audio.

Before you start

Ensure your microphone is properly plugged in or connected via Bluetooth, and verify that it is not physically muted using a hardware button on your headset.

Solution 1Recommended

Check Microphone Permissions and Device Settings

Verify that your browser or app has permission to access your microphone and that the correct input device is selected.

One-way audio issues are most frequently caused by browser security settings blocking the microphone or the operating system defaulting to the wrong audio input device.

Check Browser Permissions

Click the padlock icon located on the left side of your browser's address bar while on the CRM or Google Voice page, and ensure the 'Microphone' toggle is set to 'Allow'.

Select Correct Input Device

Open your computer's system sound settings, navigate to the 'Input' section, and select your preferred headset or microphone as the default device.

Close Competing Applications

Quit other applications like Zoom, Microsoft Teams, or Skype that might be running in the background and taking exclusive control of your microphone.

Check Microphone Permissions and Device Settings

Microphone Access Restored: Refreshing the browser page after granting microphone permissions will apply the new settings immediately.

Solution 2

Seek Specialized Help for Microsoft Dynamics 365

If you are using Microsoft Dynamics 365 CRM, there may be specific integration settings or known issues causing the audio drop.

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Frequently Asked Questions

Why does Google Voice say my microphone is unavailable?

This usually happens if your browser lacks microphone permissions or if another application is currently using the microphone in the background. Check your browser settings and close other communication apps.

Can a browser extension block my CRM audio?

Yes, ad blockers or strict privacy extensions can sometimes block the WebRTC scripts required for two-way audio. Try disabling extensions temporarily or using an incognito window to see if audio is restored.

How do I test my microphone before a client call?

You can use the built-in sound settings on Windows or Mac to test your input level, or use a free online microphone test tool in the same browser you use for your CRM to ensure it detects sound properly.

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