Web browsers let users choose which website or web-based applications can have access to features (e.g., geolocation, plugins) or device peripherals (microphone, camera) at a given time.

The following options are available:

• Ask (default) or Always Ask: the web browser asks users through a pop-up message to let a web page or web-based application access the feature or peripheral. In most cases, the pop-up message only appears when users visit the page for the first time, and closing or dismissing it will automatically set the permissions to Block or Deny.

• Allow: the web browser will automatically turn on the feature or peripheral when accessed by a web page or web-based application.

• Block or Deny: the web browser does not turn on the feature or peripheral.

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Not Secure Website

The call service will not work on a site without an SSL certificate. Please make sure that you access an HTTPS web address to have a secure connection.

 

Browser Permissions Needed by CINNOX

When making or answering voice and video calls using CINNOX, you need to Allow your browser to have access to your device's microphone and camera.

Otherwise, if your browser’s camera and microphone permissions for the CINNOX dashboard site or client-side pages (i.e., the pages with the CINNOX web widget or web view) are set to Ask (default) or Always Ask:

• When you try to make or answer a voice call from the client-side pages, the browser will display a pop-up message, telling you that you need to let it use your microphone.

• When you try to make or answer a voice call from the CINNOX dashboard site, CINNOX will also display a pop-up message telling you that you need to allow access to your microphone.

On the other hand, if your browser’s camera and microphone permissions for the CINNOX dashboard site or client-side pages are set to Block:

• When you try to make or answer a voice call from the client-side pages, CINNOX will display the following Device Error message: Before making a call, ensure your browser is permitted to access your microphone.

• When you try to make or answer a voice call from the CINNOX dashboard site, CINNOX will display the following message: Please let your web browser access your microphone.

• When you try to make or answer a video call from the CINNOX dashboard site, CINNOX will display the following Device Error message: Make sure that your camera is connected before making a video call.

 

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Allowing CINNOX Access to Camera and Microphone

This section demonstrates how you can allow the CINNOX dashboard site or visitor/client-side pages (i.e., the pages with the CINNOX web widget or web view) to access your microphone and camera in the following:

Web Browsers

• Google Chrome

• Safari

Mobile Browsers (Visitor/Client-side Only)

• Google Chrome

• Safari

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For a better experience of CINNOX Dashboard and Web Client, we recommend using Google Chrome 74 or later and Safari 12.1 or later.

 

Web Browsers

Google Chrome

To allow your Chrome desktop browser to access your microphone and camera when making calls using CINNOX:

• On the client-side web page or your CINNOX dashboard site, click on the padlock icon on the left side of the web address (1).
• Click on Site settings (2).
• On the Settings tab that will appear, look for Camera then select Allow in the dropdown box
• Repeat the same steps above for Microphone.
• Close the Settings tab, then refresh the client-side page or your CINNOX dashboard site.

 

Safari

To allow your Safari desktop browser to access your microphone and camera when making calls using CINNOX:

For Mac OS

• Launch Safari and click on the Safari app menu in the upper left corner of the screen.
• Click on Preferences (1).
• On the Preferences window that will appear, click on the Websites tab.
• On the sidebar, click on Microphone, select the CINNOX website under the Currently Open Websites pane, then select Allow in the dropdown box next to it.
• Repeat the same steps above for Camera.
• Close the Preferences window, then refresh the client-side page or your CINNOX dashboard site.

 

Mobile Browsers (Visitor/Client-side only)

Google Chrome

For Android (Google Chrome)

• Go to Settings > Apps > Chrome > Permissions .
• On the Chrome Settings screen, then tap Camera permission.
• On the next screen that will appear, tap Allow.

• Go back to the previous screen (App Permission) then tap Microphone.
• On the next screen that will appear, tap Allow.

• Go back to your Chrome mobile browser and refresh the page.
• Tap the call button on the CINNOX widget and try calling again.

 

Safari

For iOS (Safari)

• Go to Settings > Safari.
• On the Safari Settings screen, scroll down to Settings for Websites, then tap Camera.

• On the next screen that will appear, tap Allow.

• Go back to the previous screen then tap Microphone.
• On the next screen that will appear, tap Allow.

• Go back to your Safari mobile browser and refresh the client-side page.
• Tap the call button on the CINNOX widget and try calling again.

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These settings will allow all websites to access your mobile device's microphone and camera.

 

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Computer's App Permissions

Furthermore, if you still encountered an issue after setting the permissions needed, you may try the following troubleshooting steps:

Check your computer's app permissions.

• Make sure that your computer's app permissions allow your web browser to send notifications. Refer to the Configuring System App Permissions for CINNOX section of this Guide for more details on how to set these app permissions.

Close any other programs that may be using your microphone or camera.

• Make sure that no other apps or open browser windows are using your microphone or camera.

Check your computer's hardware settings.

• Make sure that the microphone and camera you are using are turned on.
• Make sure that your computer has selected the microphone or camera that you are using.

Restart your browser and computer.

• Close your web browser and restart your computer.

 

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No Microphone Detected

If CINNOX cannot detect your microphone on your device, you can fix it by checking the sound settings in your device.

On Windows systems

• In the search bar of your windows, type sound settings
• In the search results, click Sound settings
• Under Sound, find the Input
• Choose your input device, the list of microphone devices appear in the dropdown list. Make sure to select the microphone you are trying to use.
• Try speaking into your microphone, and look for bars moving beside Test your microphone while you talk
• If the bars are rising while you are speaking, that means your microphone is configured correctly.

What to do if your microphone is configured correctly but still isn't working in CINNOX?
You may need to check the permission of your microphone in the Computer's App Permissions. Please refer to the Configuring Windows App Permissions section of this Guide.

 

On Mac systems

• Click the Apple icon located in the top left corner of your mac screen, then click on System Preferences.
• Under system preferences, select Sound either by clicking it or by searching for it in the search text box
• Under Sound, select the Input tab.
• The list of microphone devices will appear. Make sure to select the microphone you are trying to use.
• Try speaking into your microphone, and look for bars moving beside Input Level while you talk
• If the bars are rising while you are speaking, that means your microphone is configured correctly.

What to do if your microphone is configured correctly but still isn't working in CINNOX?
You may need to check the permission of your microphone in the Computer's App Permissions. Please refer to the Configuring Mac App Permissions section of this Guide.

 

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If you continue to experience the issue even after trying these steps, please let us know by sending feedback. Refer to the Sending Feedback section of this Guide for more details on how to send feedback.