Work through the audio checks in order when a call has no sound, then read what Lead Hero decided about the pickup and what to do if it got it wrong.
Who can do this: any rep. Nothing here needs admin rights, and there is no setting an owner can change to fix it.
Check your audio setup
Start inside Lead Hero. It has its own device pickers, and they override nothing in your operating system, so a headset that works everywhere else can still be the wrong choice here.
Pause automated calling if a session is running.
Open Call audio settings in the call module.
Check the Microphone and speaker selections.
Speak, and watch the Input level meter.
Call audio settings, in the call module. It holds the microphone and speaker pickers, Test speaker, and the Input level meter.
The Input level meter is the fastest answer you will get. If it moves when you speak, the browser is hearing you and the problem is on the outbound side. If it stays flat, the problem is your device or your browser permission, and nothing further down this page will help until it moves.
Then work outwards:
Confirm the same microphone and speaker are selected in your operating system.
Confirm your browser allows microphone access for
app.leadhero.io.Close other apps or tabs that hold the microphone. Video call apps are the usual culprit.
Check the headset is plugged in and its own mute switch is off.
Reload Lead Hero and place one test call to a number you own.
If it still fails, repeat the test on a different headset, browser profile, device, or network. Each one you rule out narrows it down.
If the browser has blocked the microphone, the call module says so directly.
With access blocked, the audio panel replaces the device pickers with a single button.
Select Enable microphone access, then choose Allow in the browser prompt. Where that prompt appears, and where to undo a previous block, differs by browser and operating system, so follow your browser's own wording rather than a fixed set of steps.
You may also see this toast when the dialer starts up:
Failed to initialize : Check microphone access
It means the same thing: the browser refused the microphone, or the selected device is no longer attached.
Read the call record
Open Call log.
Find the call.
Note the time, duration, status, and whether a recording is attached.
Compare it against a call from the same rep that went fine.
Filter by Status to isolate the calls you care about. The Recording and Transcription columns tell you whether anything was captured.
The Status filter offers Answered, No answer, and Voicemail, and you can filter by Inbound or Outbound separately.
Do not call a real lead repeatedly just to test your audio. Use a number you own.
How Lead Hero classifies pickups
Every outbound call gets analysed. While it runs, the call module shows Waiting and then Analyzing, and it settles on one of three results.
Result | What the dialer says | What it means |
Human | Answered by a person, Business line, or Residential line | A person picked up. |
Machine | Voicemail or answering machine, Silent pickup detected, or Fax machine detected | Nobody was there. |
Unsure | Could not confidently classify this pickup | The analysis did not reach a confident answer. |
Two things are worth knowing about this.
The analysis can land after you are already talking. It runs alongside the call, not before it. On a short call you may hang up while it still reads Analyzing, and that is expected rather than a fault.
There is no setting for it. Answer detection runs the same way on every outbound call in every organization. If a result looks wrong, there is nothing to reconfigure, so send it to support instead of hunting through Settings.
When to contact support
Get in touch if:
Audio is unusable on more than one device or network.
Several calls in a row are classified wrongly.
More than one person on your team is affected.
A call will not end.
Include the call ID, what you expected, what was shown, and whether it reproduces somewhere else.
Next steps
Make calls with manual and power dialing: the prerequisites, including the one-tab rule
Manage number health and spam flags: when the audio is fine but nobody picks up
Review call results, recordings, and transcriptions: where the record lives