What can I do if I cannot hear my voicemail play back in CommPortal?

What You Are Experiencing
You can see voicemails in your CommPortal inbox but when you click play, you hear nothing, the audio is very quiet, or the playback is distorted.

Most Likely Cause
The issue is typically a browser audio permission, device volume setting, or a muted output device. Less commonly it is a microphone gain issue when recording, not a playback issue.

How to Fix This
Step 1: Basic Audio Checks

1. Confirm your computer's speaker volume is turned up and not muted.
2. If using external speakers or a headset, confirm they are plugged in and powered on.
3. Check that your browser tab is not muted. Right-click the tab in your browser to see mute options.
4. Try clicking play again and check whether the playback timer shows a duration greater than 0:00. If the duration is 0, the message may not have recorded properly.

Step 2: Try a Different Browser
CommPortal's audio player works best in current versions of Chrome, Edge, or Firefox.

1. If you are using an older browser or Internet Explorer, switch to Chrome or Edge.
2. Open CommPortal in the new browser, log in, and attempt playback again.

Step 3: Check Browser Microphone and Audio Permissions

1. In your browser's address bar, click the padlock or settings icon next to the CommPortal URL.
2. Confirm microphone and sound permissions are set to Allow for phone.wowforbusiness.com.
3. Refresh the page and try playback again.

Step 4: Distorted Playback
If audio plays but sounds distorted or garbled:

1. Lower your system volume and try again.
2. Try downloading the voicemail file instead of playing it in the browser. Right-click the play icon and select Save Target As or Save Link As, then play the downloaded file.

Step 5: Silent or Very Quiet Recording
If the voicemail was recorded but is silent or extremely quiet, the issue was with the caller's audio at time of recording, not your playback. Nothing can be done to recover the audio from that message.

Contact us if:
Audio does not play in any browser after completing the steps above.
All voicemails across all callers are affected, not just one message.
You hear audio but it sounds like a completely different call.