1. Confirm that your microphone is turned on in KnowledgeSuite.
In a One to One call, the microphone icon will be at the bottom of the screen in the call bar, and it will look like this:
When the Microphone icon is plain, as above, it means your Mic is turned ON
When the Microphone icon has a line through it, as above, it means your Mic is turned OFF (muted)
In a Free, By The Minute, or Prepaid Group Call, the Microphone icon is also at the bottom of the screen in the call bar. Group Calls have a slightly more complex call bar.
You can see in the example below the Mic is turned ON when it shows as teal.
When the Mic is turned OFF it is orange and has a line through it, as in the example below
2. Ensure you are using the DESKTOP version of the site on your iPad.
Ipad can select to use the Mobile or the Desktop version of KnowledgeSuite. We have optimized KnowledgeSuite for iPad using the Desktop version of the site. To ensure your iPad is using the right version, First, make sure you're actually signed into KnowledgeSuite and on the site. Your profile page is a good place to work from.
Next, click on the little "aA" icon to the left of the URL in your address bar. A box like this will appear:
You want to make sure it says "Request MOBILE Website" - because that means its already going to the DESKTOP website by default.
3. Have you granted permission to KnowledgeSuite to use your microphone?
This time when you click on the little "aA" icon to the left of the URL in your address bar, you're going to click on the last entry in the box, Website Settings.
This will bring up a bigger "settings" box, Here, after confirming that "Request Desktop Website" is green and toggled to the right, look a bit further down to the Camera an Microphone settings. Confirm each of these is set to ALLOW.
When you're finished, click on "DONE" in the top left corner of the box.
4. Power cycle the system.
Power the iPad down, plug in your earphone/mic (if using), then power the iPad up again.
This should clear out any old data from your cache. You should now have a functioning Microphone.