Primary Investigation Checklist (Before Troubleshooting)

When network connectivity and firewall restrictions are already verified as correct, perform these initial checks:

1. Device Connection

• Confirm headset/headphone jack is properly connected.

• Test with another headset or unplug to rule out hardware faults.

2. System Audio Settings

• Check if the system microphone is muted at OS level.

• Verify default input/output devices in the operating system sound settings.

3. Driver Status

• Open Device Manager (Windows) or equivalent tool.

• Ensure audio drivers are installed and functioning.

• Update or reinstall drivers if corruption or errors are detected.

• If driver changes require elevated rights, escalate to the admin team for assistance.

4. Application Permissions

• Verify the softphone application has permission to access the microphone and speakers.

• Check OS privacy/security settings (Windows: Settings > Privacy > Microphone).

5. Background Applications

• Close other applications that may be using or locking the microphone (e.g., Teams, Zoom).

Issue Summary

Outbound or inbound call audio may not be audible in softphone applications or communicators.

Root Cause

The default microphone may be muted or incorrectly configured, preventing audio transmission during calls.

Troubleshooting Steps

1. Verify application settings.

2. Unmute the microphone.

3. Adjust speaker and input settings.

4. Perform additional checks (headset, permissions, drivers).

5. Conduct a test call to confirm audio quality.

Validation

• Audio quality confirmed as clear and stable.

• No distortion or call‑quality issues observed.

• Application operational and stable.

This structure makes it easy for new joiners to understand what to check first (hardware, drivers, permissions) before diving into deeper troubleshooting.