The SureConnect softphone runs in your browser using WebRTC. This article covers browser requirements, microphone setup, and fixes for common issues.
Browser requirements
| Browser | Supported | Notes |
|---|---|---|
| Google Chrome | Yes (recommended) | Best compatibility and audio quality. |
| Mozilla Firefox | Yes | Fully supported. |
| Safari | Yes | macOS and iOS. Make sure auto-play is allowed for the site. |
| Microsoft Edge | Yes | Chromium-based Edge works the same as Chrome. |
| Mobile browsers | Limited | Works on some mobile browsers but is not recommended for production use. |
Microphone permissions
First time — allow when prompted
When you first open the agent dashboard, your browser will show a popup asking for microphone access. Click Allow. This is a one-time permission — your browser remembers your choice.
If you accidentally blocked the microphone
Chrome
- Click the lock icon (or tune icon) in the address bar.
- Find Microphone in the permissions list.
- Change it from "Block" to Allow.
- Refresh the page.
Firefox
- Click the lock icon in the address bar.
- Click Connection secure > More Information.
- Go to the Permissions tab.
- Find Use the Microphone and set it to Allow.
- Refresh the page.
Safari
- Go to Safari > Settings > Websites.
- Click Microphone in the left sidebar.
- Find the SureConnect site and set it to Allow.
- Refresh the page.
Common issues
Softphone stuck on "Connecting..."
- Check your internet connection.
- Try refreshing the page.
- Clear your browser cache and try again.
- If you are behind a corporate firewall or VPN, it may be blocking WebRTC traffic. Try disconnecting the VPN.
- Contact your admin — they may need to verify that Voice SDK credentials are configured correctly.
No audio / cannot hear the caller
- Check that your headset or speakers are selected as the output device in your system settings.
- Check the browser tab — make sure it is not muted (look for a speaker icon with a line through it on the tab).
- Try a different headset or audio output.
- Refresh the page to re-establish the audio connection.
Caller cannot hear me
- Check that the correct microphone is selected in your system settings.
- Make sure the microphone is not muted in the softphone (check the mute button).
- Test your microphone in another app (e.g., Voice Memos, online mic test) to confirm it is working.
- If using a Bluetooth headset, make sure it is connected and set as the input device.
Echo or feedback during calls
- Use a headset instead of built-in speakers + microphone. This is the most common fix.
- Lower your speaker volume — high volume can cause the microphone to pick up the output.
- Avoid using speakerphone mode.
Softphone shows "Offline" unexpectedly
- Your internet connection may have dropped briefly. The softphone should reconnect automatically within a few seconds.
- If it does not reconnect, refresh the page.
- Make sure you have not opened the agent dashboard in another browser tab — only one tab can be registered at a time.
For the best experience: use Chrome, plug in a USB headset, and keep the agent dashboard as a pinned tab so you do not accidentally close it.
Still having issues?
If none of the above fixes your problem, contact your admin. They can check the system logs and Twilio configuration. Include the following when reporting an issue:
- Your browser name and version (e.g., Chrome 124).
- Your operating system (e.g., Windows 11, macOS Sonoma).
- What you see on screen (screenshot if possible).
- Whether the issue is consistent or intermittent.