The Join Audio button in the My Session tab offers the following features for connecting the Koncert phone bridge.

• Phone Call
• Computer Audio
• Call Me

The Computer Audio feature allows you to dial into the Koncert Phone Bridge using your computer audio (browser-based audio) instead of manually dialing in and entering the access code (Phone Call) or by having Koncert call your phone (Call Me).

This article explains how to resolve the audio and microphone issues (if any) when connecting to the Koncert Phone Bridge using computer audio.

Tips:

• We recommend using the Chrome browser as a best practice. Ensure that you are using the latest version of Chrome before proceeding.

• We recommend using high-quality noise cancelling wired headsets with mic. Using Bluetooth or wireless headsets can cause poor audio quality due to connectivity problems.

The following troubleshooting steps will help if you are experiencing issues with Join with Computer Audio.

Enable permission for Microphone

In order to use the Join Audio » Computer Audio feature, your browser must have Microphone permissions enabled for Koncert.

1. In the My Session tab, click on the Join Audio button and select the Computer Audio option.

2. Then, click the Join with Computer Audio button.

3. If microphone permissions are not enabled, an alert message, shown below, will be displayed asking for access to your device's microphone.

4. Click on the Allow button to enable microphone permissions.

Verify Microphone Permissions

You can also check whether microphone permissions have been enabled.

1. Click on the Lock icon in the address bar, next to the URL in your browser.

2. This will display a small popup window showing the Microphone option. Check if the Microphone option is enabled in the popup window and enable it if it's not, then try again connecting the Koncert Bridge using Join with Computer Audio feature.

Verify the Connected Microphone

Make sure you have the correct microphone selected so that the prospect can hear you.

1. After verifying the microphone permission, click on the Video icon in the address bar, next to the URL.

2. The Microphone allowed window will popup. Make sure you have the correct microphone selected in the dropdown? If not, select the correct one.

3. Now, try again connecting to the Koncert Bridge using Join with Computer Audio feature.

Verify the audio output (Speaker)

Make sure you have the correct audio output selected so that you can hear the prospect's voice.

NOTE: The location of the audio settings may differ based on system used. The following procedure is derived based on Windows 10 system settings.

1. Type ‘Sound Settings’ in the Windows search bar and press the Enter button or click the Open button.

2. After the Settings » Sounds page pops ups, make sure you have the correct audio output selected in the "Choose your output device" dropdown. If not, select the correct one.

3. Now, try connecting to the Koncert Bridge using Join with Computer Audio feature.

TIPS

• When using high-quality noise cancelling wired headsets with mic, make sure the audio input and output devices in Windows Settings » Sounds page match.

For detailed information please refer to the article How to check the audio settings of input and output devices?

Clear Cookies and Cache

If none of the above methods work, try cleaning your browser's cookies and cache.

1. Click on the Lock icon in the address bar, next to URL.

2. Upon clicking, a small window will popup. Click on the Site Settings.

3. In the browser's Settings page, click the Clear data button under the Privacy and security tab.

4. A confirmation message below will be displayed. Click Clear to clear the cache and cookies.

5. Now, try again connecting Koncert Bridge using Join with Computer Audio feature.

NOTE: Cookies will be cleared under setting based on logged URL's:

• If it is CRM, cookies stored under the URL will be captured and cleared only CRM related items.
• If it is Standalone, cookies stored under Koncert URL will be captured and cleared related items.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.