In-App Calling: I Can Hear the Patient, but They Can’t Hear Me

If you’re using On Call Central’s in-app calling feature and the person you’re calling can’t hear you, or the call controls don’t seem to be working properly, the most common cause is that microphone access is disabled for the On Call Central app.

Allow Microphone Access

On iPhone

1. Open the Settings app > Apps.
2. Scroll down and tap On Call Central.
3. Make sure Microphone access is turned on.
4. Restart your On Call Central app and try placing your call again.

Alternatively:

1. Open Settings.
2. Go to Privacy & Security.
3. Tap Microphone.
4. Make sure On Call Central is enabled.

On Android

The exact steps may vary depending on your device manufacturer, but generally:

1. Open the Settings app.
2. Tap Apps (or Apps & Notifications).
3. Select On Call Central.
4. Tap Permissions.
5. Tap Microphone.
6. Choose Allow while using the app (or Allow).

After enabling the permission, reopen the app and try your call again.

Use the Classic Callback Method Instead

If you would rather not use in-app calling, or you’re troubleshooting an issue, you can still use the traditional callback method in the Dial-Out tab.

1. Dial the number you want to call, then press and hold the Call button on the message.
2. Select the phone number of the device you're using instead of 'In-App Calling.'
3. The system will call your phone first.
4. Answer the incoming call, and you’ll automatically be connected to the patient while still displaying your practice’s office number.

This method works just like previous versions of the app and can be used at any time.

Still Need Help?

If you’ve confirmed that microphone permissions are enabled and you’re still experiencing problems, we’re happy to help.

Please contact On Call Central Support and include:

• Your phone model
• Your operating system version (iOS or Android)
• The version of the On Call Central app you’re using
• A brief description of what happens when you attempt an in-app call

Our team will work with you to get you back up and running as quickly as possible.