Webex Audio Troubleshooting

If you have audio issues in a meeting, you can use these articles to resolve issues that might occur while hosting Webex Meetings. Do not let challenges keep you from connecting with your participants.

Webex Audio Troubleshooting

How do I connect to the audio using my computer?

How do I use the Call In / Call Me feature?

How do I join my Personal Conference audio?

Webex VoIP Audio Troubleshooting

Webex Teleconference Audio Troubleshooting

Webex Personal Conference (Audio Only) Troubleshooting

Overview

If you are having audio issues in a meeting, use these articles below to resolve Webex Audio issues that might occur while hosting Webex Meetings. Before contacting support, this article covers essential topics such as basic troubleshooting steps for Webex Audio issues and data collection recommendations.

Webex Audio (Hybrid Audio) allows attendees to join an audio conference using their computer (VoIP) or a phone. There are no meeting-level options to enable or disable this feature. Webex Audio is available in a Webex session. Another type of audio - is Webex Teleconference. This option includes the 'Call me' and 'Call in' options.

There are three types of Teleconference Audio:

Public Switched Telephone Network (PSTN)
Webex Cloud Connected Audio (Webex CCA)
Webex Edge Audio

If you have an audio issue with 'Call in' or 'Call me,' reach out to your host of the meeting or your local support team.

You can quickly fix problems you might experience in a Cisco Webex meeting use these articles to resolve issues that might occur while hosting Webex Meetings.

Click here: Troubleshooting Webex Meetings to learn more.

Use the Service Status page to check if there are any ongoing global issues: Webex Status Page.

Webex Audio Support
Tips and tricks for using audio with Webex Meetings Suite
Does Webex Offer Interpreters or Translators for International Audio Conferences?
Network Requirements for Webex Services - Make sure that all the network requirements are covered to have the full experience of Webex!
Join a Test Meeting: Make sure that you are all set up by joining a test meeting here

Known Issues and Workaround:

We're constantly working to improve your experience using Webex. If you're experiencing an issue with Webex App, meetings or sessions, check to see if it's something that we already know about and have a recommended workaround. Check back often to see the latest information about any issues we've solved or updates we've made.

If you are still facing an issue that is not listed in the ongoing or known Issues, look at our troubleshooting steps for common issues.

How to identify the audio type that I am using?

Identify the type of audio you are using:

Webex Integrated Voice-over-IP (VoIP) Audio

This audio option sends the audio over the Internet.

Use computer audio: Use your computer with a headset or speakers. This is the default audio connection type.
- Connect to audio using ‘VoIP’ – Select Use computer audio.
Use Webex audio in Webex

If you have joined the session following the steps above, then you are using Webex VoIP Audio.

Overview

Integrated VoIP enables meeting hosts, trainers, or event producers to use the Internet (or a private IP network) to deliver the voice aspect of a meeting, live online training or large event. Rather than using a traditional audio conference, participants use headsets and speakers connected to their computers to participate in the audio portion of the meeting. Many VoIP solutions experience delay and quality issues when compared to traditional audio conferencing.

How to connect?

Common Technical Issues:

Common Quality Issues:

If the issue persists, please contact our Technical Support with the following information gathered:

Note: Gather logs while replicating the issue.

Meeting number/ Conference ID:
Business impact (How many users are affected?)
Webex Tracer Logs (for a meeting that is in progress or while replicating the issue)
- How to gather Webex Tracer Logs on Windows?
Wireshark logs (for a meeting that is in progress or while replicating the issue)
- How to gather Wireshark Logs on Windows?
Webex Grabber Logs (for a meeting that has already ended)
- How to gather Webex Grabber Logs on Windows?
- How to gather Webex Grabber Logs on Mac?
Problem report

Webex Teleconference Audio

This audio option is integrated into your Webex online session. Choose from these options:

Call in: Webex provides a toll or toll-free phone number to call when joining a session (global numbers are also available).
- Connect to audio using ‘Call In’
Call me: When you join a session, enter your phone number, and Webex calls you.
- Connect to audio using ‘Call Me’
Use Webex audio in Webex

If you have joined the session following the steps above, you use Webex Teleconference audio.

Overview

Webex Teleconference Audio includes the in-session audio options ‘Call me’ and ‘Call in’.

There are three types of Teleconference Audio:

Public Switched Telephone Network (PSTN)
Webex Cloud Connected Audio (Webex CCA)
Webex Edge Audio

More details about those types of audio can be found here - Webex Teleconference Audio Overview.

How to connect?

Common Technical Issues:

Common Quality Issues:

WBX64076 - I'm Hearing an Echo of My Voice in the Audio Conference

If the issue that you are facing persists, please contact our Technical Support with the following information gathered:

Note: If the issue is reproducible, gather the information and contact support immediately. We would need a call sample in less than 24 hours to engage our carrier.

Fault Description:
Meeting Number:
Date and time (including time zone) of the fault occurrence:
What is the Toll-Free or Toll number dialed by the participant?
What is the participant’s phone number?
Phone type (corporate phone, cell phone, landline, etc.) used to join the Audio Conference:
User’s telephony service provider:

Note: If the issue concerns the Webex app, please gather Grabber/Tracer logs and send a Problem report.

Webex Grabber Logs (for a meeting that has already ended)

Webex Tracer Logs (for a meeting that is in progress)

How to gather Webex Tracer Logs on Windows?

Problem report

Click here: WBX26419 - What Information Do I Need when Reporting a Teleconference Issue? to learn more.

Webex Personal Conference (Audio Only)

A Personal Conference meeting is an audio-only meeting similar to a conference call. This type of meeting allows you to start an audio conference and then optionally expand the
meeting to include an online meeting with video conferencing.

Personal Conference / Audio Only Meeting

Overview

A Personal Conference meeting includes an audio portion and an online portion. Start the audio portion and the online portion will automatically be created on your Webex site. Suppose you are in the audio portion of the meeting and need to share a presentation, document, or application with meeting participants. In that case, you can start the online portion of the meeting, and the participants can join it while still participating in the audio portion. The host needs to set up their Audio Pin and save it before being able to generate the Personal Conference meeting account information. The host access code and host pin need to be entered for the host to start the meeting. You can find more information about requirements and limitations related to Personal Conferences here - Compare Webex Meetings Types.

How to connect?

Schedule a Personal Conference or Audio Only Webex Meeting

Common issues:

Fault Description:
Meeting Number:
Date and time (including time zone) of the fault occurrence:
What is the Toll-Free or Toll number dialed by the participant?
What is the participant’s originating number?
Phone type (corporate phone, cell phone, landline, etc.) used to join the Audio Conference:
User’s telephony service provider:

For more detailed information, see: WBX69216 - What Information Do I Need to Provide when I have Audio Conference Issues?