Unable To Answer Telephony Calls

If a user is unable to answer phone calls in Gnatta, please follow the steps in this article to ensure the issue is not related to browser issues.

Still not working? Please get in touch, we’d be glad to help.

Microphone permissions

When Gnatta presents a call to a user, and they click accept for the first time, the user should be asked if they want to allow Gnatta to access the microphone, like this:

Microphone access request

If the user clicks ‘Block’, or the popup does not appear due to the user’s browser preferences, then the call will be presented with a greyed out ‘Accept’ button and a disabled mic icon, like this:

If the microphone doesn’t have access, the Accept button will be greyed out

To give Gnatta access to the microphone, you’ll need to go to the configuration icon in the URL bar of your browser, and enable to microphone toggle. Click into it to check the setting will be applied on future visits, too.

If you have access to multiple Gnatta domains, you may need to do this for each domain.

Still not resolved? Try this!

Go to the three dots in the top right of the Google Chrome browser and then select Settings from the bottom of the list
Go to Privacy and security, then Site settings.
Select Microphone
Ensure your domain is on the allowed list

If this is as expected, then you should also check that the site has Sound permissions. From Site settings scroll down to Additional content settings and then Sound. Ensure your domain is in the list of allowed sites (not muted sites!)

When the next phone call is assigned, you should now be able to hear the call ringing, see the call controls and be able to accept the call successfully.