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Here are a few self-service options that might enable an immediate resolution to the issue. If the problem persists after completing all relevant options from the list below, our support agents will be happy to connect by phone at (718) 942-9990 or email at info@mongotel.com to help you find a solution that works for you.

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title	(All Platforms) I can't hear any sound at all or nobody can hear me when I call them.

By default, the audio devices for input and output are set to the system’s defaults. For example, if your desktop’s default audio device is a monitor, then Mongotel Softphone will use that monitor as the default input and output. Here are the steps to change that within the app:

Step 1: Click the settings icon.

Step 2: Click “Sound.”

Step 3: Ensure the correct devices are selected for “Speaker,” “Microphone,” and “Ringtone audio output.”

Step 4: Scroll down and ensure the volume is high enough to hear.

Here is the process for resolving it.

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title	Here is the general problem the caller is having.

(Desktop) The buttons on my Sennheiser headset aren't working.

Sennheiser headsets are compatible with the desktop version of the Mongotel Softphone app, but they require a specific setting to be enabled. Fortunately, it’s just a simple toggle. Here’s how to toggle it correctly:

Step 1: Click the settings icon.

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Step 2: Click “Sound.”

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Step 3: Click the toggle next to “Enable EPOS integration.”

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title	Here is the general problem the caller is having.

Here is the process for resolving it.

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