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PLRUSS's avatar
PLRUSS
New Member
3 months ago
Solved

phone callers can't unmute

the *6 seems to not be working for them.  I've tried it myself and I am getting the same result.

  • KateG's avatar
    KateG
    3 months ago

    PLRUSS 

    An update, we think we have identified the issue. Once "Mute Everybody" is enabled those who haven't joined the call yet will enter muted, and *6 will not work. As a workaround, you can wait to use the "mute everyone" function until everyone has joined the call. They should then be able to mute/unmute using *6. 

    I realize this is not an ideal solution, this has been reported to the team for review, and I will update the thread on progress. Thanks for your report and time. 

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  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    PLRUSS 

    An update, we think we have identified the issue. Once "Mute Everybody" is enabled those who haven't joined the call yet will enter muted, and *6 will not work. As a workaround, you can wait to use the "mute everyone" function until everyone has joined the call. They should then be able to mute/unmute using *6. 

    I realize this is not an ideal solution, this has been reported to the team for review, and I will update the thread on progress. Thanks for your report and time. 

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    PLRUSS 
    What I am going to do is escalate a case for you so our team can review it further. 

    First though, I see you originally wrote in that *6 unmute was not working for a specific room. Can you explain a bit more about that? Is the sound working as intended in some breakout rooms and not others? 

  • PLRUSS's avatar
    PLRUSS
    New Member
    3 months ago

    Yes.  These are the steps I used.  I also ran several tests myself with the same results.  I did use the report an issue function and explained the issue.

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    JaneDoen, PLRUSS 

    Would you be able to tell me the steps you are taking in your meetings where attendees could not unmute? 

    This is what I did to test, can you let me know if you are doing the same or something different? 

    • In GTM A caller entered, did not enter pin, used *6 and was able to mute/unmute
    • Organizer used "mute everyone" and had 'Allow everybody to unmute' checked (see below)
    • This muted the caller, but when using *6 caller was unable to unmute.

     

    Also if this happens during a meeting, you can report it by clicking on the 3 dots and 'Report an issue' 

    If you let me know you used that I will bring it to our engineering teams attention. 

     

  • KateG's avatar
    KateG
    GoTo Manager
    3 months ago

    PLRUSS 

    Welcome to the Community. 

    This has been previously reported, we are currently checking on the issue's status and will update this thread. 

    Thank you for taking the time to report and visit the Community.