Troubleshooting Calling

Not all browsers support calling, as they rely on a newer technology called WebRTC. The following are supported browsers.

  • Chrome (recent versions)
  • Firefox (recent versions)
  • Microsoft Edge (All versions)

Internet Explorer and Safari are not supported. For more information on supported browsers, see this article.

If you consistently have bad quality calls, please try the troubleshooting steps below.

  1. Check your local network.
    1. We recommend using a wired connection over using WiFi.
    2. If you must use WiFi, limit the number of devices connected to a particular channel. Also reduce the number of large file transfers over WiFi. There are many issues that can come from WiFi that are out of your control.
  2. Check your internet connectivity. Check your internet speed here.
    1. How is your latency (ping)? The lower the latency the better, but for a point of reference, more than 250ms will yield a bad experience, and >600ms will be unusable.
    2. How is your bandwidth? While this is rarely an issue anymore, ideally, having a download/upload speed greater or equal to 1Mbps should be fine.
    3. Avoid running large bandwidth programs like Dropbox, Netflix, or large file transfers.
  3. The quality of your headset matters.
    1. It is recommend to use a USB headset over a 3.5mm jack headset.
    2. Bluetooth headsets are discouraged and can present unique challenges. If there is a USB adapter for your bluetooth headset, we recommend using that.
  4. Other Tests
    1. Check your browser / OS. There is a network test you can run in your browser which might help expose a potential problem.

Below is an example of a good result. If the latency (ping) was 250ms or higher, that would be bad. The download and upload speed is also fine since it is above 1Mbps.

If you cannot initiate calls in Follow Up Boss, you may want to check your microphone settings. 

1. Check that your microphone is enabled. You may have multiple microphones and the wrong one is enabled, or the one you want to use is disabled. In Windows 10 you can check by right-clicking the speaker icon in the tray menu and selecting "Recording Devices".

2. Check that your browser has access to the microphone. If you were prompted to grant access to the microphone and pressed "Block," here are the steps in Chrome to remove the block so that you can be prompted again and grant access to the microphone to Follow Up Boss.

- Go to Chrome settings
- At the bottom of the page, click advanced settings
- Under privacy, click content settings button
- Under microphone, check that the correct microphone is being used and that "Do not allow sites to access your microphone" is not selected
- Then click the manage exceptions button and check to see if the followupboss URL is listed. If it is, make sure it does not say "Block". If it says "Block", hover over it and click the "X" icon.

After completing those steps, refresh Follow Up Boss. When you click a phone number, it should prompt you to allow use of the microphone, which you will need to accept.