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Resolve Microphone Permission Issues in Salesforce Voice (Native Telephony)

Publish Date: Jul 4, 2026
Description

Applicable for the following Products & Telephony Models :

  • Salesforce Voice ( Native Telephony )


Lack of access to the microphone causes the user to not go online in Omni for voice calls.

The most common causes of microphone access issues are:

Scenario 1: Microphone blocked by the web browser

Your browser (for example, Chrome or Microsoft Edge) may block microphone access. Browsers usually show a prompt that asks, "Allow this site to access your microphone?" If you deny access, Salesforce cannot use the microphone for voice calls.

Scenario 2: Microphone restricted by Salesforce settings

Salesforce has security settings that control microphone access. If these settings are not configured correctly, Salesforce cannot use the microphone even when the browser permission is granted.

 

Resolution

Follow the steps below based on the scenario that applies to you.

Scenario 1: Microphone blocked by the web browser

If your browser prevents Salesforce from using your microphone, update the browser permissions.

What to do:

  1. Open Salesforce in your web browser.
  2. Look at the address bar where the website address is displayed.
  3. Click the padlock 🔒 or microphone icon next to the website address.
  4. Find the Microphone permission and change it to Allow.
  5. Refresh the Salesforce page.
  6. Go Online in Omni and check whether you can receive voice calls.

Can't find the microphone permission?

You can update it from your browser settings.

Google Chrome

  1. Click the ⋮ (three-dot menu).
  2. Select Settings.
  3. Go to Privacy and Security → Site Settings.
  4. Select the Salesforce website.
  5. Change the Microphone permission to Allow.

Microsoft Edge

  1. Open Settings.
  2. Go to Cookies and Site Permissions → Site Settings.
  3. Select the Salesforce website.
  4. Change the Microphone permission to Allow.

Scenario 2: Microphone restricted by Salesforce settings

The steps to be performed by a Salesforce Administrator.

What to do:

  1. Go to Setup → Session Settings.
  2. Locate the Browser Feature Permissions section.
  3. Verify if the Permissions-Policy header is enabled.
  4. If enabled, find the Microphone permission and ensure it is not set to Never.

Choose one of the following options.

  • Allow – Allows microphone access from all supported locations.

OR

  • Trusted URLs Only – If you choose this option:
    1. Go to Setup → Trusted URLs.
    2. Verify that one of the following Trusted URLs exists:
      • https://<DomainName>.my.salesforce.com
      • https://*.my.salesforce.com
    3. Ensure the Microphone checkbox is selected under Permission Policy Directives.
    4. Save your changes.

After saving the configuration, ask the affected user to log out of Salesforce and then log back in. Once they have signed in again, verify that they can successfully go Online in Omni and receive voice calls.

Additional Resources

Salesforce Help: Modify Session Security Settings

Salesforce Help: Manage Trusted URLs

 

Knowledge Article Number

005386631

 
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Salesforce Help | Article