Audio & Microphone

Audio & Microphone

If you’re connected on a call but can’t hear the other person, or they can’t hear you, the cause is usually one of three things: a microphone permission, the wrong audio route, or — on desktop — the wrong input or output device.

You can’t be heard (no outbound audio)

Cause: Pulse doesn’t have microphone access. It needs the microphone to send your voice.

Fix:

• Mobile — the first time you place a call, your phone asks for microphone access. If you declined it, re-enable it in your device’s system Settings for Pulse, then place the call again.
• Desktop / web — your browser shows a microphone permission prompt on your first call. If you blocked it, grant microphone access in the browser’s site settings (usually the lock/permissions icon in the address bar) and reload.

You can’t hear the other person (no inbound audio)

Cause: Call audio is routed to a device you’re not listening on — for example, a paired-but-distant Bluetooth headset, the earpiece when you expected the speaker, or the wrong system speaker on desktop.

Fix: Change the audio route during the call (see below), or check your desktop output device.

Switching the audio route (mobile)

During an active call, tap the audio output tile in the in-call controls (its label and icon reflect the current route, e.g. Earpiece or Speaker) to open the route picker, then choose where call audio should play:

• Earpiece — the phone’s ear speaker (default for a normal handset call).
• Speaker — the loudspeaker, for hands-free.
• Bluetooth — a connected Bluetooth headset or car kit, when one is available.
• Wired headset — shown when a wired headset is plugged in.

The picker only lists routes that are actually available right now. Bluetooth and wired headsets appear automatically when connected; if a Bluetooth device isn’t listed, confirm it’s paired and connected in your phone’s system settings first.

You can make new calls start on speaker automatically with Start on Speaker under More → Calling. See Calling Preferences.

Choosing devices (desktop and web)

On the desktop app and in a desktop web browser, Pulse adds an Audio Devices picker so you can choose a specific microphone and speaker — useful when you have a headset plus built-in mic and speakers. Open it from More → Calling → Audio Devices.

• Device names only appear after you’ve granted microphone access — if the list shows blank or generic names, tap Enable Microphone Access and allow the browser prompt.
• A microphone change applies immediately, even mid-call (your call isn’t dropped).
• Speaker selection requires a browser that supports it (such as Chrome and Edge). In other browsers, only the microphone list is shown and Pulse routes audio to your system’s default speaker.

On mobile, this picker doesn’t appear — the operating system handles call-audio routing, so use the in-call Audio route picker (above) or your phone’s system controls instead.

See Audio Devices for the full walkthrough.

One-way or choppy audio for everyone on your account

If audio problems affect every call across your organization — not just one device — the cause is usually network configuration (SIP ALG, firewall ports, or QoS) rather than Pulse itself. See the Nova Network Requirements for the ports, codecs, and router settings VoIP needs.

If a specific device still has audio trouble after checking permissions and routing, contact support and include the values from More → About Pulse → Diagnostics.

Related

• In-Call Controls
• Audio Devices
• Calling Preferences
• Nova Network Requirements
• How Support Works