Cisco Webex Contact Center (CC) – Enable Microphone Permissions.

This article provides step-by-step guidance to enable and troubleshoot microphone access in Cisco Webex Contact Center by checking browser, operating system, and Webex settings.

Overview

This article provides step-by-step instructions for enabling microphone access in Cisco Webex Contact Center (CC).

Because Webex CC runs in a web browser, microphone access depends on three key layers:

1. Browser permissions (Chrome or Edge)
2. Operating system settings (Windows or macOS)
3. Webex Contact Center settings

All three must be correctly configured for audio to function.

 

Here is your step-by-step guide to getting your audio back on track.

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Step 1: Check Browser Permissions (Chrome or Edge)

Since Webex CC is a web-based agent desktop, your browser is the first "gatekeeper."

1. Open your Webex Contact Center tab.

2. Click the Padlock icon (🔒) or the Settings icon on the left side of the address bar.

3. Toggle the Microphone switch to ON.

4. If you don't see it there, click Site settings.

5. Find Microphone in the list and set the dropdown to Allow.

6. Refresh the page to apply the changes.

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Step 2: Check Windows 10/11 Microphone Settings

Windows has a global privacy setting that can block all apps from touching the mic.

1. Press the Windows Key and type "Microphone privacy settings", then hit Enter.

2. Ensure Microphone access is toggled On.

3. Scroll down to "Let desktop apps access your microphone" and ensure it is also toggled On.

4. Check that your browser (Chrome/Edge) is listed as having accessed the mic recently.

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Step 3: Check macOS (Mac) Microphone Settings

Apple is quite strict with security; you must manually whitelist the browser.

1. Click the Apple Menu () > System Settings (or System Preferences).

2. Go to Privacy & Security > Microphone.

3. Find your browser (e.g., Google Chrome or Microsoft Edge) in the list.

4. Toggle the switch to On.

   • Note: You may be prompted to "Quit & Reopen" the browser for this to take effect.

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Step 4: Verify Webex Contact Center Settings

Even if the OS is ready, the Webex CC desktop might be looking at the wrong device.

1. In the Webex CC Agent Desktop, look for your User Profile/Avatar (usually bottom-left or top-right).

2. Click User Settings > Speaker and Microphone.

3. Ensure the correct microphone is selected from the dropdown menu.

4. Use the Test button to speak; you should see the input bar move if the permission is working.

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Quick Troubleshooting Guide

Issue	Solution
Mic icon has a red “X”	Browser is blocking access—check padlock settings
“No Audio Device Found”	Reconnect headset or check OS sound settings
Others can’t hear you (but input bar moves)	Check if headset is muted (physical button)

 

Need Help?

Need additional information or assistance? Get support by submitting a ticket via the TDX portal.