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What Should I Do If I Experience Technical Problems with the Webphone?

In this article, we answer the most frequently asked questions about our in-house telephony solution.

 Choose the issue that matches your situation: 

I am not receiving any calls.

I cannot answer incoming calls.

The status indicator next to the Webphone selection is not green.

During several calls, either I could barely hear the customers or they could barely hear me.

 

 

I Am Not Receiving Any Calls 

First, please read the article "What Is the yoummday Webphone and How Do I Use It?" and make sure you have completed all setup steps correctly.

A common reason is that talents are still unintentionally in pause mode.

It is also possible that there are simply no callers in the queue at that moment. In most cases, you can check this directly on your workspace. 

If no caller queue graphic is displayed, either:

  • No customers are currently calling, or
  • Incoming calls have already been assigned to other agents by the system.

If your Webphone is set up correctly and there should be callers waiting in the queue, contact your project supervisors first. Most projects have internal incident or support channels specifically designed for reporting and resolving these types of issues.

 

 

 I Cannot Answer Incoming Calls 

 First, verify that Webphone is selected on the Talent Platform and not Softphone. The dropdown menu is available at the top of the platform regardless of which page you are currently viewing. 

 Make sure the Webphone is connected. You can confirm this by checking the green status indicator next to the dropdown menu. 

Also check the following:

  • Your headset is connected to your computer.
  • Your browser has permission to access your microphone.
  • Your audio devices are functioning correctly.


 If you prefer to use a Softphone instead, you must configure it first. Refer to the article: Can I Use Other Software for Telephony? – Softphone / Linphone

 

 

The Status Indicator Next to the Webphone Selection Is Not Green 

If the small status indicator next to the dropdown menu is not green, this usually indicates a connection issue.

When you hover your mouse over the indicator, additional details about the problem will be displayed.



If You See the Message:
"Another window is using the Webphone"
even though this is not actually the case:

Open the Webphone in a separate pop-up window.
 

 Once it has opened, close the pop-up window again. 


In most cases, this re-establishes the connection and allows you to continue working. 

If That Does Not Solve the Problem

  1. Clear your browser cache.
  2. Delete all browser cookies for the longest available time period.
  3. Restart your computer if necessary.

If the problem continues to occur, please submit a

If That Does Not Solve the Problem

  1. Clear your browser cache.
  2. Delete all browser cookies for the longest available time period.
  3. Restart your computer if necessary.

If the problem continues to occur, please submit a Support-Ticket and our team will investigate further.

 

 During Multiple Calls, Either I Could Barely Hear Customers or They Could Barely Hear Me 

The first step is to determine whether the issue originates on your side or elsewhere.

1. Check Your Headset

Verify the following:

  • The correct device is connected.
  • The headset is selected as the active audio device in your system settings.
  • There is no cable damage.
  • USB ports, adapters, or audio jacks are functioning properly.

We recommend performing a test recording to confirm that the microphone and speakers are working correctly.

2. Check Your Internet Connection

Your internet connection must be stable and fast enough for VoIP telephony.

You can run the speedtest

available on the Talent Platform:

 

If the issue appears to be temporary:

  1. Unplug the power cable from your router.
  2. Wait at least 10 seconds.
  3. Plug the router back in.
  4. Allow it to reconnect completely.

If your internet connection is generally too weak, contact your internet service provider for further assistance.

Recommendation: Use a wired Ethernet connection whenever possible instead of Wi-Fi for the best call quality.

3. Verify Whether There Is a Project-Side Issue

If both your headset and internet connection are working properly, ask your project contacts whether any technical issues are currently known on the client's side.


Still Need Help?

If none of the steps above resolve the issue, please contact Talent Support, and we will be happy to help you find a solution.