GoTo Desktop Application - Can't answer Call

[suspectmc40]

Have one user with a applications only account that when she receives a call and tries to answer it with the Desktop application it goes to Voicemail,  she can't answer it.  Also can't make a call from the application it fails.  I have uninstalled and reinstalled the application and I don't see anything wrong with her settings or profile. User gets the following message when trying to make a call. 

Any ideas? 

Thanks 

[GlennD · Accepted solution]

Hi 

One thing you could have your user check is that the correct mic and speakers are selected:

1. Sign in to the desktop or web app.
2. Select your profile picture in the top right and then select Settings.
3. Expand Voice in the left sidebar and then select Audio.
4. From Input and output, choose the Microphone and Speaker you'd like to use.

If the user's local settings all look correct I would recommend calling our support team to troubleshoot. Just scroll down to the bottom of this page and click on Call Support.

[deftor_the_IV]

Have you checked if the user is logged in on the correct extension "XXX on Sofphone" from the bottom left side of the screen?