---
schema_version: "1"
id: 346bc7ffbc4e8c98f9a07c0867b46fd0454634a03044063c910a0021409405a8
title: Sales Dialer Troubleshooting Tips
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/voice_issues.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.voice_issues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d2e479f96283ef1f0ed28c90f6b27cb9226416ea08ae8d661cb3acb71cf44163
description: Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome, Firefox, or Edge.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# Sales Dialer Troubleshooting Tips

Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome, Firefox, or Edge.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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          <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

        </tr>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>Available with Sales Cloud and Service Cloud in: <strong>Essentials</strong>,
              <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong>
              Editions
            </p>
            <p style="margin-bottom:0;">Sales Dialer is available for an additional cost as an add-on
              license.</p>
          </td>

        </tr>
      </tbody>
    </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_important.png)

Important Sales Dialer is scheduled for retirement. No new features or enhancements are being added to Sales Dialer. Information regarding formal end-of-life for features is posted on [Salesforce Active Product & Feature Retirements](https://help.salesforce.com/s/articleView?id=000381744&type=1&language=en_US).

To use telephony features directly in Salesforce, we recommend that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the telephony features that you love and more. See [Get to Know Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_getting_to_know.htm&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:30.864197530864196%">
          <col style="width:69.13580246913581%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64026e91">Problem</th>
            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d64026e94">Potential Solutions</th>
          </tr>
        </thead>
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            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">I can’t make a call.</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">
              <ul>
                <li>Make sure you have a network connection.</li>

                <li>Make sure you’ve granted your browser permission to access your microphone.</li>

                <li>Check that Dialer is properly set up in your org. </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">The audio is dropping in-and-out of my call.</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">Check the quality of your network connection. It’s best to use a high speed or
              separate network for calling activity, or to prioritize Dialer traffic on your
              network.</td>

          </tr>
          <tr class="">
            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">I’m getting one-way audio (on either end).</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">
              <ul>
                <li>Make sure your microphone and speaker are attached and enabled, and that your
                  microphone isn’t muted.</li>

                <li>Check that you have opened the correct ports in your computer and network
                  firewalls.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">The audio quality is poor on my call.</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">
              <ul>
                <li>Use a wired USB headset over wireless or mobile headphones.</li>

                <li>Try to reduce the noise in your area, and take calls in a quiet location.</li>

                <li>Adjust the microphone and speaker volume settings.</li>

                <li>If you’re using a wireless connection, switch to a hardwired connection with adequate
                  bandwidth.</li>

                <li>Turn off or disconnect other devices that may be using up bandwidth on your
                  network.</li>

                <li>Close extra applications and browser tabs to make sure your computer has enough
                  resources to make a quality call.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">I’m having problems with ending or logging longer calls.</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">You may be exceeding your org’s session timeout limit. If your org automatically logs
              out users after a short time, ongoing calls in inactive tabs aren’t logged properly. Keep
              the tab active or contact your Salesforce admin about modifying your org’s session security
              settings.</td>

          </tr>
          <tr class="">
            <td data-label="Problem" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e91 ">I’m seeing an Internal Consistency Evaluator (ICE) error: ICE negotiation with Twilio
              failed</td>

            <td data-label="Potential Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64026e94 ">Your network connectivity is poor, or your connection is being blocked by a firewall.
              Check your connection and try again. It may help to restart your browser or system. If the
              problem persists, contact your network administrator.</td>

          </tr>
        </tbody>
      </table>