How to verify speaker and microphone settings for incoming and outgoing calls. There are two areas to check.
Edge Browser Settings
Click the icon to the left of the URL. It may be a lock icon.
Verify that the Microphone, Notifications, Sound are 'Allowed'.
Dynamics App Settings
From the Customer Service workspace app, click on the Launch dialer icon in the upper right corner (phone icon).
The Calls popup opens. Click on the Device settings icon near the upper right corner (gear icon).
The Device settings screen that opens has Speaker and Microphone options. Verify the settings are correct and test as needed.