Resolving missed calls in CTI caused by blocked ringing sound

Google Chrome enforces a strict autoplay policy to enhance user experience by preventing audio and video from playing automatically without user consent. This policy is particularly relevant when media is embedded within an iframe, such as in CTI integrations within CRMs such as Salesforce, Zendesk, ServiceNow, Microsoft Dynamics, and HubSpot.

When an incoming call or engagement occurs through a CTI integration in your CRM, the system typically attempts to play a ringing sound to alert the agent. However, Chrome may block this audio if it plays automatically without prior user interaction. To comply with Chrome’s requirements, agents must engage with the page, such as by clicking or focusing on it, to enable audio playback.

Furthermore, if the page is refreshed, Chrome resets its media engagement score, meaning the agent must interact with the page again before the ringing audio can play. Without this interaction, the alert sound will remain blocked.

This article explains how to enable audio playback in the CTI integration to ensure agents receive ringing alerts without interruption.

Requirements for resolving missed calls in CTI caused by blocked ringing sound

Table of Contents

How to enable audio playback in the CTI integration

Adjust sound settings in Google Chrome browser

Important: This section applies to agents using Google Chrome. Due to Chrome's autoplay policy, agents must interact with the CTI Integration before audio playback can start. If the agent doesn’t interact with the CTI Integration after signing in or after a browser refresh, incoming engagement notifications such as ringing sounds will be blocked, which might cause agents to miss incoming engagements. To resolve this, follow these steps:

  1. In the top-right corner of the Chrome browser, click the ellipses icon .
  2. Click Privacy and security then Site Settings.
  3. Scroll down to the Content section and then click Additional Content Settings.
  4. Click Sound.
  5. Next to Allowed to play sound, click Add.
  6. Copy and paste the CRM URL from the browser, then add :443 to the end of the URL (for example, https://yourcrm.com:443).
  7. Click Add.
  8. Next to Allowed to play sound, click Add again.
  9. Enter https://zoom.us:443 and click Add.

Once completed, both your CRM and Zoom URLs will appear under Allowed to play sound, ensuring that audio notifications function correctly.

Note: Enabling sound playback increases the media engagement score, but it may not be sufficient for autoplay to work every time. Refreshing the screen can still block autoplay without user interaction, and clearing cache and cookies may reset the media engagement score.

Update auto-video playback in Enterprise profiles

  1. Sign in to your Google Admin Console using your administrator account.
  2. Navigate to Devices then select Chrome.
  3. Click Settings.
  4. Search for Autoplay in the policy list.
  5. Configure the allowlist:

Enable WebRTC multi-tab experience

To bypass the restrictions imposed by Chrome's autoplay policy, enabling WebRTC (Web Real-Time Communication) multi-tab experience is an effective solution. WebRTC allows all call controls to be managed in a separate window, which is subject to fewer autoplay restrictions. This enables media, such as the engagement ringtone, to play without being blocked. Learn how to enable WebRTC multi-tab experience to improve call handling and ensure uninterrupted audio alerts.