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An incoming call you can see but not hear is usually the wrong audio device selected, or a headset the computer never registered.
Check the audio device
Open Settings from your profile and look at the microphone and speaker for the Web Phone. The browser picks a default, and the default is often the laptop rather than the headset you are wearing.
If the headset is not in the list at all, the computer has not registered it. Reseat the USB connector, try a different port, and check the headset is powered.
Check which device the call is going to
Next to the bell icon there is a device selector. If it says Any or shows no device, choose Web so the call is set up in the browser where your headset is.
Test it without calling anybody
Use the echo test to hear yourself back. It confirms in a few seconds whether audio reaches the headset at all, which saves you finding out during a real call.
If audio works one way only
That is a different problem with a different cause. See the article below.
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